Problem with Roaming Package

[Rustykayak]

My husband and I recently added roaming packages to our accounts, but they both failed.  After many attempts to purchase the 15 day US talk/text bundle, he gave up and opened a ticket.  After some back and forth with multiple agents, one discovered that the last (expired) roaming add-on was "stuck" and had to be removed manually by the agent, as this was blocking our attempts to purchase a new one.  Well, the same thing is still blocking my account.  We have now returned to Canada and no longer need the roaming package, and I see that there is still $15 in Available Funds on my account.  Please sort this out, as I can't buy another roaming package until it gets corrected.

[RavingRaven]

@Rustykayak 

Are you sure that your account has the same issue as your husband's? Did you purchase the Roaming add on and add another $15 to your account? If you don't need to purchase another Roaming add on before your renewal its very likely the $15 in your available funds will just be used towards your plan renewal with any additional amount owing charged to your card registered for autopay.

However if you are owed an additional $15 credit for a roaming add on that you purchased but were unable to use then reach out to customer support for that credit. It sounds like the purchase did not go through and the funds for the add on were just added to your available funds like a manual top up amount.

Please edit out your phone # as advised since this is a Public forum if it hasn't been removed already once you log in again.

[BKNS27]

@Rustykayak 

This is a public forum so please remove your personal information by clicking on the V in circle and edit if you don't want to get spammed 

[Sansan]

@Rustykayak please be aware that Public Mobile's agents do not monitor this community mailbox. This is for customers like you. Whatever information posted here is public and can be seen by anyone on the internet. 

Please find the original message conversation you had with the representatives and reply back privately to get them to make any adjustments necessary.

[Neil11]

You will need to contact customer service agent to fix your issue. If you were not able use the add on it will refunded. Either via the following link:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If you are having a difficult time, then you can private message CSA:

Send a private message to CSA through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437