Relocated to UK -- How to cancel plan from abroad

[James1702]

Hello,

I re-located from Canada to the UK earlier this month and am no longer in need of my PM plan. Since I am no longer in Canada I cannot cancel my plan however because I never registered online and cannot receive text messages while in the UK.

I would like to cancel the plan and if possible reverse the most recent charge to my account, which occurred yesterday (Feb 19) despite me having removed the SIM card Feb 5th.

Thank you for your help in advance.

James

[darlicious]

@James1702 

Check your private messages. I sent you info on how to verify you are the account holder to be able to get the CSA to remove your payment info. Good luck!

To contact customer support click below:

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

To pre-verify your account include your full name, address, phone #, email  and 4 digit account #.

[BKNS27]

@James1702 

Best option is too cancel your CC and I assume you setup banking with a local financial institutions. You can get a new bank CC right away.

[Meow]

You cannot actually cancel your account but you can put it into stage for 'self-cancelling'.

1. Remove autopay

2. Remove credit card info

After first failed renewal your account will be suspended. After 90 days being suspended your account will be deactivated.

Since PM is pre-paid service you will not be able to receive any refund.

[Anonymous]

 @James1702 : Orrr...arrange with someone to take over the account. There may be interest in that avenue with the recent introduction of the Points system for new accounts.

As for the recent renewal, no...the system did exactly as it was told.

[hTideGnow]

HI @James1702  

There could be a slightly easier way, download a VoIP app like TextNow/Fongo so you can call this toll free 1-855-478-2542 and disable Autopay that way

The only problem is that you might not have your 4 digits PIN.  But you can open ticket with PM Support to reset it for you.  Just  message PM CS_agent and ask them to reset the PIN

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

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[HALIMACS]

@James1702 

The "temporary hold/lock on your credit card" is workable, however, you've got to time it right with the +5 hour time difference from ET.  

Also bear in mind that if you have any other automatic withdrawals over the hours you've enabled the hold, those too will not be taken.

You had mentioned that you removed the SIM card on February 5.   Did you do so IN Canada?  If it's still there, could someone simply pop it into their device to receive the SMS authorization should you wish to set up a self-serve account?  If so, ask them to do so, then register for the self-serve access Public Mobile - Register

[esjliv]

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@James1702 wrote:

@darlicious That will likely be the best option as I seem to not be able to verify my identity to submit a ticket. Unless I figure out another option I will put a hold on the account for the next payment. 

Appreciate your time in looking into this.

James

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@James1702  - why can't you verify your identity?

There are usually various questions you can be asked by Customer Support (CSA) to verify yourself.

Was it only through SIMon Chatbot you were having issues with?

Use the 2nd option to submit a ticket via private message to CSA as @softech provided,

see methods in Get Help Articles here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Since payment has already been taken on the 19th, it is very unlikely for a refund. Perhaps you could perform a chargeback with your card company, if you want to deal with that?

But best to have your credit card removed ASAP, so you don't get another charge next cycle.

Call 1-855-478-2542 to access your Public Mobile account details.

I am unsure this number will work in the UK, but if not, do you have someone you can trust to call it and use your Account PIN to cancel Autopay on your account?

[softech]

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@James1702 wrote:

@darlicious That will likely be the best option as I seem to not be able to verify my identity to submit a ticket. Unless I figure out another option I will put a hold on the account for the next payment. 

Appreciate your time in looking into this.

James

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@James1702   try to open a ticket by direct message and see if PM Support can assist.  If they cannot, then have the credit card on hold around the renewal day as suggested by @darlicious  would be another way

To direct message PM Support, please use this link:

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

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[James1702]

@darlicious That will likely be the best option as I seem to not be able to verify my identity to submit a ticket. Unless I figure out another option I will put a hold on the account for the next payment. 

Appreciate your time in looking into this.

James

[darlicious · Accepted solution]

@James1702 

Your only other option would be to put your payment card on hold the evening of your next renewal.

  Your plan renews around 2am eastern on March 21st. So before midnight eastern on March 20th put a hold on your payment card. Once renewals occur your plan payment will fail and your account services will be suspended.

To play it safe in case renewals run late that day wait until noon eastern on March 21st to remove the hold from your card. m90 days later your account will automatically be cancelled and deactivated. 

To contact customer support click below:

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

To pre-verify your account include your full name, address, phone #, email  and 4 digit account #.

[cellphoneuser1]

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@James1702 wrote:

Hello,

I re-located from Canada to the UK earlier this month and am no longer in need of my PM plan. Since I am no longer in Canada I cannot cancel my plan however because I never registered online and cannot receive text messages while in the UK.

I would like to cancel the plan and if possible reverse the most recent charge to my account, which occurred yesterday (Feb 19) despite me having removed the SIM card Feb 5th.

Thank you for your help in advance.

James

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You don't need to cancel. You only need to stop paying.  After 90 days being suspended, the account will close. You won't get a refund because removing the SIM card doesn't mean anything.  You had to tell Public Mobile to stop charging your card.  Use the chatbot to make a ticket and tell them you can't make the Self Serve account now because you're outside of Canada and can't receive the Self Serve startup code. Ask the CSA to disable autopay.