Pin# on purchased voucher not processing.

[Hmieb82]

I've purchased two $40 vouchers from Shoppers drug mart, two different lications and neither are being processed or added to my account. 

I'm having an incredibly difficult time trying to submit a ticket as I'm a person with disabilities. 

I need someone to fix my account and add these vouchers because the retailer can't refund the purchase. 

This never happened before in the years that I've been with public moblie. I don't understand what the problem is.

edited by computergeek541:  removed category labels that aren't related to this discussion

[Sansan]

Thats great!!

I added my 2 without any issues. 

I have personally never had any issues with the service whatsoever. 

Only problem i have is that they refuse to give me a cheaper or matching plan. 

Robotic answer all the time "we can't help you, all plans are in your account; choose one." 

We don't care how long you been here. Stay or leave, your choice. 

[Hmieb82]

Just Now got a message from the agent saying they added both the vouchers to my account. Thank-you.

Scared the living daylights out of me. 

[Hmieb82]

This is why I hate not being able to talk to someone on the phone, cuz I litterally have mental disabilities that make me think everyone is out to steal and destroy my life. That $80 is two weeks of food for me. This is life destroying.

[Hmieb82]

I pray it works for you cuz the CS agent took all the details from me and I think they used the voucher at this point for themselves instead of fixing my account. 

[Sansan]

I bought 2 vouchers from shoppers myself about a month ago. I have not loaded them yet. I think i will do that tonight.

[Hmieb82]

They were like "since you are logged in, redeem your voucher." but IT WON'T PROCESS. It won't let me add the vouchers to my account. 

Never had this problem before and I've been using the service without any issues like this for litterally yearsssss. 

What is even going on with this company? Are the going bankrupt or something?

[Hmieb82]

And now the CS_Agent is giving me radio silence. I don't know what is going on.

[Hmieb82]

Bow did you edit my labels, because the payment isn't pricessing and my account is messed up. Don't change my posts. That's creepy and gross.

[Hmieb82]

Technical crap should not be discriminatory against people with disabilities.

[Chalupa_Batman]

Honestly @Hmieb82 , I mean this respectfully, I think Telus's second tier provider may be better suited for you as Public Mobile is a self service provider and customer service isn't a normal way of doing things. With Koodo, there is an 1-800 to call so there are live agents to speak to a human, not this technical stuff. You may wish to considering going to a Koodo kiosk at a mall and talk to them. See what plans they have that are suited for you.

[Hmieb82]

If public mobile has employees, why don't they have customer service through 611? So that I can talk to someone for 5 minutes instead of taking multiple hours to write all this stuff up twice on two different websites? Like comeon.

[Hmieb82]

I'm just using my phone. But I give up. I think I got $80 stolen from me by this company because of all this complicated two websites and no customer service theough 611. 

[computergeek541]

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@Sansan wrote:

I didn't escalate anything, but as usual go figure!!

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Escalations can only be done by oracles, retired oracles, or Public Mobile employees.

[Hmieb82]

Thank-you, I finally found it. This is so complicated it's giving me a headache.

[Sansan]

If your using the net, click the Profile tab.

You will see your account number, sim number, name, ohone number etc.

Click on the eye 👁 to reveal all 12 digits. Write it down if you can.

[Hmieb82]

Ues but the ticketing system should be better identified in the GET HELP section which it's not. It's so misleading.

[computergeek541]

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@Hmieb82 wrote:

What ticketing system? It's hidden and unavailable to find for people with disabilities like me

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Here's a direct link to the ticketing system:  https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=2OhrPakuMpNZt4irir5...

In this case, there's no need to go through the ticketing system as it appears that you've already been contacted by a Public Mobile customer support agent.

[Hmieb82]

What ticketing system? It's hidden and unavailable to find for people with disabilities like me

[computergeek541]

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@Sansan wrote:

If you use the link instead of the chatbot or creating a ticket yes.

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The above happens to be one fo the very reasons that cutomers should generally be using the the ticketing system and not sending a private message to CS_Agent.  This is a remdinder to all members that using the ticketing system (the one that is used in the chatbot) isn't optional.  It's not a choice of one or the other.  Not only does not using the ticketing system expose customers to greater security vulnerabilties, anyone who goes directly to private messages will automatically receive slower service.

[Hmieb82]

Where do I find my account number?

[Sansan]

If you use the link instead of the chatbot or creating a ticket yes.

[slusagm]

If the message was from @CS_Agent , then it is normal and safe.  Agent needs to be careful and make sure they are talking to the correct plan owner

[Socrates8567]

CS_Agent should be the contact username. This is normal protocol to confirm ownership of the account.

[Hmieb82]

I found the link in this conversation to find it. They asked for all my personal details and the pin numbers. Is that normal? 

[Sansan]

Check your inbox, they probably sent you a message 

[Hmieb82]

I am? Where? how?

[Sansan]

I didn't escalate anything, but as usual go figure!!

[Sansan]

Whatever works for you

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[hTideGnow]

hi @Socrates8567 

vouchers from Shoppers Drug mart does not need 24 hours to activate.