SIM card never received

[Nathalie2023]

I would like to get reimbursed for the SIM card I paid for and never received over 8 weeks ago. How do I do that?

[Meow]

8 weeks is way beyond any estimated delivery time.

You should contact agent to send you new one.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private message might take longer.

[CountyDownIeUk · Accepted solution]

@Nathalie2023 

If you count, excluding your order date, to 11 business days (excluding Sat and Sun) then use the chat bot. It will lead you to fill in a form. Then a CSA will verify your order date  + 1 to today and if over 10 days they will give you 2 options. 

1. Reorder to have them mailed to you. 

2. Go buy your own, activate it, advise them of the activation and situation, then they will credit your account by $10. 

CONS 

Option 1....another wait. 

Option 2....only covers 1 SIM. And must activate it. No good if you need for another reason. 

When you tap Sim did not arrive...the form to fill in will appear. 

[Handy1]

@Nathalie2023  If you need SIM card sooner you can call around to local Telus Koodo kiosk around you for in person pick up also 

[Handy1]

@Nathalie2023  That too long ask support for update 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

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