Purchased Wrong Add-On

[j9302275]

Hi Public Mobile,

I am a long time customer of yours. I recently purchased a US- Data Roaming add-on and I realized it wasn’t enough to cover my travel.

On December 27th, 2022, I tried to purchased additional add-on for the trip but I just realized I purchased the wrong add-on ( a Canadian data add-on, instead of US roaming add-on.

Could I please get helps on the wrong add-on purchase? Thank you. 

[HALIMACS]

While true, @computergeek541 , isn't that what customer support agents are (kinda) for?  🙂

A mistakenly purchased add-on, especially one that hasn't been used, can easily be removed and an equal credit applied to the available funds.  I would think this need not be viewed as an 'exception', especially if a user is going to use the funds to purchase the intended add-on.

Now, if a customer is coming here, expecting to be refunded to their payment card, that's a different kettle of fish, and one where I fully agree in the 'no refunds' policy (unless the amount paid was exorbitant in value and clearly erroneous...).  

[computergeek541]

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@softech wrote:

@j9302275   don't worry, if it is an honest mistake, PM support usually would be able to reverse the transaction and put the fund back into your account for future use

Please open a ticket with PM support using Chatbot

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

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It's true that that Public Mobile does issue refunds for mistakenly purchased add-ons.  However, I feel that these really should be seen as exceptions.  Based on terms of service, there are no refunds, and customeres shouldn't expect refunds or credits in these types of instances.

[softech · Accepted solution]

@j9302275   don't worry, if it is an honest mistake, PM support usually would be able to reverse the transaction and put the fund back into your account for future use

Please open a ticket with PM support using Chatbot

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[Handy1]

@j9302275 @You will need agent help to get a refund on your account if you don’t use the add on 

Getting help from agent ,. Also you may have to buy proper add on that you actually need but still get credit for the one you don’t want .through automation

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.      

Or  get direct help from a agent right here in the community ( my preferred choice )

• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work