Public Mobile hit my credit card 4 times without delivering the SIM card

[Yanzi2011]

Hello community,

I wanted to share that when I ordered the SIM card in my account online, even though there was an error message saying "Sorry, we’re not able to process this request at this time. Please try again later.", my credit card was still charged with the SIM card price $10 plus tax $1.30.  In my case, I did this 3 more times as I was waiting for my initial SIM card.  I received this error message and was charged $11.30 each time, I was charged 3 more times. 

By the way,  as of today November 6, 2025, I did not receive the first SIM card I ordered on Oct 21, 2025.  The customer service agent did respond to my inquiry but was not professional, he did not recognize my first order on Oct 21, which indicates that Public Mobile did not deliver the SIM within 10 business days (the time limit said by Public Mobile).  

I am very disappointed by the poor Public Mobile service, and will not recommend it.  Public Mobile moved service completely to online and this business model is very concerning. 

[hTideGnow]

hi @Yanzi2011 

that's unusual.  But  PM is owned by Telus, so, they will for sure sort it out 

Please check with PM support agent . , You can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Dunkman]

@Yanzi2011 

Sorry to hear about your troubles with physical SIM card order.  PM customer service has been exclusively online for many years now and due to lack of live customer service (ie. chat, call centre), responses are unfortunately delayed at times.  

Customer service agent should reimburse you for the extra charges.  It has been more than 10 business days and several customers have similar complaints in the past. 

If you need SIM card right away, you could go to Telus or Koodo corporate store or Mobile Klinik store to purchase a SIM card.  Keep the receipt and often CSA will reimburse the cost of SIM card if you submit receipt. Amazon does sell also with prime shipping for usually $4.99.  

P.S. I will move this post to the main Get support section of website to get better visibility.