how long does it take for a moderator to get back to you?

[Tonzee]

Can somebody please help me with my situation...i sent you guys 3 private messages in the last 48 hours about my data being cut off during an important time, being billed for an extra GB which was not delivered while using self serve, and then porting out to freedom mobile and now wanting to come back to PM but is having issues because my sim card is invalid. Can you please help me refund the money taken for the GB I didnt receive when i asked for it and then ported out. Please get back to me thisbis urgent. This is the hardest means of communication when someone really requires help because its not instant.

[MoraMan]

my interactions with mods have been very timely.

[Luddite]

@Tonzee Hopefully you will get sorted BUT you are starting from scratch not reactivating your old account; your original PM account has been deleted.

The fastest process will be to get a new SIM, create a new account with a temporary number, then port-in your Freedom number. 

It is doubtful you will receive any credit for past payments, but is worth asking.

[srlawren]

@Tonzee you probably didn't complete both steps of the 2-step add-on purchasing process.  If you do indeed come back to Public Mobile, please click here to learn how to purchase add-ons properly in the future.

[mimmo]

Exeyone in the community except mods are customers just like you. The add-ons are typically a two step process add funds then add add-on.

The portal can be buggy and cause errors and that is why maybe you had issues.  If you require instant help then pm is probably not the carrier for you. Have you checked out the other prepaid providers?

The only way to get answers you need is to message mods. I put a link in my first post. 

[Tonzee]

Yes but due to the urgent circumstances they didnt deliver even though i did things through the self serve menu add-on 1 GB @ premium of $30 dollars the day before waited wasnt sure continued using and then was locked out which lead me to port out since no response was given so in thia case a reversal back on my credit card would be done. Secondly why do they have a self serve menu that isnt instant when i submitted my payment i should receive the GB not have to wait for someone to ask me validation questions to approve the 1 GB paid for on self serve. Right? So why do you they have a self serve menu and team moderators that take 48 hours to complete a request. What is going on here. Am I missing something?

[mimmo]

@Tonzee best to start a new thread @will13am can you move this post.

Mods reply to private messages first come. Not sure why it would take so long. Who did you message?

Porting out closes the account. You will require a new sim card aswell.

The extra data was associated with your of account and I do not think will be can be refunded.

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

• Office Hours: Mon-Thursday 9am to 9pm, and Friday, Saturday, and Sunday from 9am to 7:30pm [Totonto Time].
• Messages are replied to during business hours and in the order they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

Additional Useful Information:

• Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

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wrote:

Can somebody please help me with my situation...i sent you guys 3 private messages in the last 48 hours about my data being cut off during an important time, being billed for an extra GB which was not delivered while using self serve, and then porting out to freedom mobile and now wanting to come back to PM but is having issues because my sim card is invalid. Can you please help me refund the money taken for the GB I didnt receive when i asked for it and then ported out. Please get back to me thisbis urgent. This is the hardest means of communication when someone really requires help because its not instant.

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