Refund

[sudenyoiku]

Hi, i would like to know how to get a refund, since i paid for a service that i never got. I transfered my Koodo number to Public Mobile and it is 2 days later and i dont have my line yet. Its not a sim card issue nor a phone issue. Its the transfer that gone wrong or something. I've go to the vendor and he's not even able to reach customer service, we waited a full day on the phone and still got no answer. Today i tried to join the customer care on the phone and it said that they are not available for the moment and to try later. I want either a refund or my line. I pay for a service i want that service.

[dude65]

PM is a prepaid service, so i doubt you would gert any refunds. In the meantime, contact a moderator by clicking on the "?" in the lower right of the screen and follow the prompts until you get to "i want a human". The moderators will be glad to assist you.

[Triguy]

PM is prepaid so usually there are no refunds.

1. As a new customer, we recommend porting a number at activation with the exception of Koodo Prepaid customers. 
• We have made some system enhancements to improve the success rate of this activity. So long as the correct information is entered, this process should be seamless
2. All other customers: To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator

[gblackma]

@sudenyoiku  your port is probably stuck. Contact the moderators( PM customer service) and ask them to fix it for you.  There are 2 ways to contact the Moderator Team:

• Faster response- 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 the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

Welcome to PM .

[Anonymous]

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@sudenyoiku wrote:

Hi, i would like to know how to get a refund, since i paid for a service that i never got. I transfered my Koodo number to Public Mobile and it is 2 days later and i dont have my line yet. Its not a sim card issue nor a phone issue. Its the transfer that gone wrong or something. I've go to the vendor and he's not even able to reach customer service, we waited a full day on the phone and still got no answer. Today i tried to join the customer care on the phone and it said that they are not available for the moment and to try later. I want either a refund or my line. I pay for a service i want that service.

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There's no call centre here. Who did you call?

It does sound like the transfer is the problem. You'll need to contact the moderators to get them to fix it.

Does your old service still work?

[RossN]

@sudenyoiku  hello to contact a moderator  click on the ? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator mention port issue   check the envelope top right corner for a reply response time is 2 to 48 hours

[Lorca]

Contact Koodo and make sure your number is open to port. Some Koodo numbers have “port protection” for security.