Plan increased from 15 to 18/month without notification or notice or changes in data.

[Mel1919]

For the last month I was charged 18/month, whereas the previous month it was 15/month. On the subscription page, the 18/month plan is 1G data at 4G and I already ran out of data 500mb? Why is that? What's going on? Cheating the customer? Is this bad faith on Public Mobiles account? How do I cancel my subscription and have my number ported to another carrier, because this kind of irregularity and impropriety is not something I want to have myself associated with a company.

[Mel1919]

Wow man, have you been reading my messages. I did not get any text messages from PM in September, nor emails in August. Don't assume they sent it out to everyone. Not the case at all!!!!

[Mel1919]

Thank you for acknowledging what I experienced. I am sure it has happened to other customers. Being told repeatedly that something happened that did not happen and and saying YES to a 1G plan and being charged for it and getting 500GB of data is not right. My brother just passed away, I couldn't receive some SMS messages because of the 500GB cut off, and and I was expecting the 1G data after noticing my price had increased to $18 on Nov 16th. And I am here addressing this when I have so many other things I have to do. There are other carriers and because of this I will be changing once I use up at Christmas the 300 minutes of long distance I have for paid for.

[slusagm]

@Mel1919 

the message was set out in Sept,, not Oct.  Just that the increase started in Oct 30, they send the test to every $15 customers, so it is not without notice

and honest, you were ready to change to $18 1GB plan anyway, so it really does not matter the $3 hike or not

so, are you now still only 500Mb plan? let's focus to get that instead.  Please ask PM to check why the plan was not changed

[Mel1919]

slusagm I wasn't aware nor did I get an Oct 30 text message.  For the Oct 10 issue, I should of been on a 18 plan, which they did not put me on, and now they increased the price without notification. The last text message I received from PM was Oct 10. After that my next text message was Oct 28 and Nov 4 from other individuals. But basically, so PM increased price without notification, and even though I said yes to 4G/IG on Oct 10, and is still giving me 500GB. I I have still 300 long distance minutes to use up for Christmas, but rest assured everyone is telling I was aware of (not the case) or that I received some text or email that I did not get. Why is the community not accepting the fact I did not get any text or email about a price increase?

[Sansan]

I can only speak for myself, but I can confirm that I did receive a text message advising of the change on September 25.

 

[slusagm]

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@Mel1919 wrote:

Yummy, like I said, to Dunkman, if PM sent me a message of price increase, why did they not increase the price and send me an offer to OPT into an 18/month plan on OCT 10?

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@Mel1919 

they give you an offer for more data as a compensation for the price hike.  You pay $3 more, but you get more data

and you were fine to change to that plan according to your post in Oct 30.  So, there is really no need to argue the $3 hike or not I think, just need to make sure you get the 1GB plan you opted for back in Oct

[Mel1919]

Yummy, like I said, to Dunkman, if PM sent me a message of price increase, why did they not increase the price and send me an offer to OPT into an 18/month plan on OCT 10?

[slusagm · Accepted solution]

@Mel1919 

not email but a text in Sept

you were aware of that change from your post in Oct 30. 
https://productioncommunity.publicmobile.ca/t5/Get-Support/Switching-plans-and-not-getting-what-was-...

and if the question was just you didn't get the 1GB data you changed to, please submit a ticket with PM

  Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[Mel1919]

Dunkman As I keep repeating, No message or email was sent to me. You're speaking on behalf of PM and you don't know this for a fact if it was sent out to all effected users and I do know that public mobile did not send neither a email or text on the matter. And the proof is the fact that they send me an offer on October 10th asking me to opt into a $18 plan with 1G and I said yes on that date. Why would they send that message to a $15 a plan user, and if there was an increase, why was I charged $15/month for the October 16 to November 16 billing cycle? I had said yes On Oct 10, they did not increase price nor charge more so they lied about giving me the plan when I said yes and did not give it. And then on Nov 16th to Dec 16 cycle they charged $18 and gave 500GB of data. You're arguing stuff and generalizing to me for which I can factually show is not true. If there was an email, they should be able to show that it was sent to me. Same with the text. I know there was some message on here while back that they were trying to get $15 user into the $18 plan, but not everyone was sent that message.

[Dunkman]

@Mel1919 

Understand your frustration.  Community members here are all customers like yourself. 

You can contact customer service agent with your concerns. Click on the chat icon on the right lower corner of website to submit a ticket for CSA help.  It usually will take 1-2 hours for initial response.  

Recentsly, a few customers have complaints about promo texts being sent and the plan change not happening at next renewal. Usually CSA can help with this issues. 

Here is the initial mega thread about this price increase:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Just-another-plan-price-hike/m-p/1371242#...

[BKNS27]

@Mel1919 

We are all members like you so you have to take this up with CS_Agent about the missing notice of increase.

[Mel1919]

BKNS27: Ok, the other responder said there email sent in August and now you're saying there was a text message sent out to users in September about a price increase. Well, do you know this for a fact, were you on the $15 plan yourself that you received this text message? Any other $15 plan users want to weigh in on this if they received an email in August or text message September about a price increase? I have all my emails and text messages from PM and I did not receiver neither from PM, so I feel I am being gaslighted by this, and it's not something I care to dispute but I will based on the principle. The text messages I received from PM are 1) Friday Jun 27: Public Mobile here. Don't miss out on this limited time offer on a 4G subscription plan. Reply YES to get a 4G 2GB plan for only $19/month. Hurry, offer ends July 1st. This offer will be added to you account and will take effect on your next renewal date. Conditions...2) Friday October 10: Public Mobile here. Don't miss out on this limited time offer on a 4G subscription plan. Reply YES to get a 4G 1GB plan  for only $18/month. Hurry, offer ends October 22, 2025. This offer will be added to you account and will take effect on your next renewal date. ..I did reply YES at 6:14 pm on October 10. and I received an immediate reply at 6:14 pm: Thank you. Your new subscription plan will be added to your account and will take effect on your next renewal date. Nothing happened on October 17th, I was charged $15 + tax and the plan did not take place. And then for November I was charged $18 and then received a notice when I used up 500GB asking me if I want to purchase more data. Now, can PM apologize and take responsibility because I feel like I am being gaslighted. I can screenshot my account and my VISA charges and my text reply. It's utter nonsense over a few dollars but the principal of it is what I am upset about. It's lying when PM is telling me I received a text message and email when I did not. And it's cheating to charge something I subscribed to and am not receiving. Should I upload a video of all my messages from PM and me replying YES on Oct 10?

[Dunkman]

@Mel1919 

Public mobile sent text message (not email) to affected customers on September 25 for the price increase starting on October 30.  Affected customers were offered the option to switch to the 1GB plan for same $18.  Looks like for some reason you did not receive that text.  Possible reasons include out of service area at the time of the text.  

If you want to stay with Public mobile, you can select change on next renewal for the $18 plan for 1 GB.  

Here is some additional information about porting to another company:

https://www.publicmobile.ca/en/get-help/articles/porting-out

[Yummy]

NOT CORRECT!

PM did send notification by SMS and email a month before price increase.

At THAT time PM did offer same price plan $18 with 1GB of data with no long distance calls.
Nobody is cheating you. Just regular visit to Community will keep you up to date.

[Mel1919]

There was absolutely no email sent to me about a $3 price hike. August 14 they sent a notice on decreased % earned in points. That's it. I would love to see a forward of the message sent to me that there was a price increase.

My data for current billing cycle which renews on the 16th was capped at 500G and I was charged an increased price of 20.34 with tax on November 17th and the previous month it was 16.95 with tax. So they charged 18 with no increase in data. That is cheating the customer if they are offering 1G data for the same money. How do I port my number to another carrier, because I am upset about this and I will change carriers over this. The service is going down the tubes if they are increasing prices and decreasing rewards and not doing any changes.

[BKNS27]

@Mel1919 

Unfortunately, many members like yourself was surprised by the increase in the $15 plan but there was a text sent out in mid-September announcing the increase.

If you are thinking of porting your number to another carrier. You will need to talk to the other carrier. They will do it for you but remember your PM account must be active to complete the porting.

[slusagm]

@Mel1919 

no cheating.  PM has sent a text to all $15 plan customers in Sept about a $3 price hike staring Oct 31st

and did you have a $15 250Mb or 500Mb plan? PM offers the affected $15 customers the new plan of $18 1GB, same $18 but more data.  If you have not change to it yet, do it now. Use Change on Renewal to schedule the plan change.