Public Mobile disabled my account with no way to restore access or port out my phone number.

[Robin123]

It all started when Public Mobile double charged me.
I was unable to contact Public Mobile. The ticket submission page referred by the chat bot is permanently error 404.
I won the chargeback case with VISA as it was obviously a double charge.
I received a text from Public Mobile referring me to file a complaint with the CCTS against Public Mobile.
My service then stopped working without notice.
My online account access is disabled too so I can't even see if they Public Mobile wants me to give them more money.
I got a new service provider, but Public Mobile is not letting me port out my phone number.
Public Mobile refers me to call 611* but nothing happens when I call.
I have no more options so I'm posting here to try to get some assistance.
If I can't get any help, then I guess filing a complaint with the CCTS is the only thing left I can try.

[hTideGnow]

hi @Robin123 

@sorry for what you are going through. Since PM is prepaid provider and no credit check ahead, allowing chargeback would mean some can just run away with a payment before they leave PM

[Robin123]

Firstly, it is my bad for not asking for help with the community first.
You guys have been fantastic.

But... before I did a chargeback, I literally followed the official steps provided by Public Mobile for resolution.
The chat bot, or support pages, didnt say "oh dm CS agent, the ticket page doesnt work".
I didn't know Public Mobile would go to war with me over a standard chargeback.
I work in banking, and we process chargebacks all the time when the vendor won't address the issue.

Well. A big lesson learned for me. Thanks again to everyones kind advice.

[Robin123]

Thanks for showing me those steps!

But unfortunately my issue is they blocked my account access entirely.
I cannot call into 611 to pay.
I cannot log into my account to pay. It just kicks me out and gives an error message.

I will try the direct message method. If that doesnt work, I saw one last option in another thread.
I will need to go to an esso gas station, and pay my phone number directly there. Of course there is an extra fee.
That thread was very old, so I'm not even sure if it still works, but thats my last resort before simply waiting for the CCTS to respond.

[hTideGnow]

hi @Robin123 not dead yet, check with PM support first. 

please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

but you did a charge back, you need to work with PM to get it sorted out, likely you need to pay by voucher for 12 months 

[Chalupa_Batman]

Geeesh. I tell you, Public Mobile is looking more and more like a Mickey Mouse run company in your eyes.

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

You can reach them with a private message as you know. Top right corner will be there reply. You can also log into your account and add the voucher. Here's how.

How to use a Voucher on Public Mobile Website

Log into your account. On the left side you will see Payments. Click on Payments.

The next page you'll see on the right side, Redeem Payment Voucher.

Then enter the payment voucher code, click add, then click on redeem payment voucher.

Congrats, it’s done.

Created by Chalupa Batman

[Phil_Adelphus]

@Robin123   The chatbot hasn't worked for some time.  The way to contact customer service is via private message, use this link

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

Watch your inbox for a reply, at the envelope top right or tap your avatar for Messages.

[Robin123]

Hi, if I could please get your assistance once again.

When I call 611, call instantly drops.
When I call *611, call instantly drops.
When I call 1.855.4PUBLIC, it says "You do not have an active booster, please dial *611"

When I call 1.855.4PUBLIC from a different phone, it says "please enter your 10 digit phone number".
After I enter in my phone number, it says "please visit publicmobile.ca for assistance".
Public Mobile chat bot refers me to submit a support ticket.
Support ticket page returns some variation of "error 404" depending one which day I try it.

Am I dead out of luck? Or is there something else I can try.

[Robin123]

Yea. I was fed up with the "contact agent" and "ticket" pages being permanently error 404. Ive literally tried for months and the page has never worked.
I should have tried the community first. This actually works lol.
Anyways. Thanks for your advice.

[Robin123]

Its only been around 3 days. Thank you for your advice. Sounds like this is worth a shot.
Sigh. Just feels like Public Mobile scammed me, as it originated with their fault of double charging.
But I guess I learned from this. Port out the number asap if the service provider starts doing questionable stuff to my account.

Again thanks for your advice.

[Meow]

Frankly speaking you just screwed yourself up!

CHARGEBACK is a big no-no for PM. You should contact agent or discuss your issue here first before doing chargeback. Now you are banned to use your credit card for a year or longer and only way to pay for service is using voucher.

[Chalupa_Batman]

Not really. You have 89 days to restart your account. Adding a $20 voucher just to start back up again will still have your same number. IF however, it's been more than 90 days, your number is lost. Nobody can get it back. Has it been more than 90 days?

[Robin123]

Hi, thank you for the recommendation.
However, wouldn't this generate a new phone number if I change the sim?

[Chalupa_Batman]

The one option you have is to purchase a voucher from say somewhere like Shoppers Drug Mart. Load it via 611 and then your account will be active for 30 days. Pick the lowest account which is $15 then when your account is active, then port out to your new provider.

FYI, when credit card companies do charge backs, it automatically closes your account until a payment like voucher or bank account is set up.