Service moved to Telus last November -- immediately locked out of my PM account - billing continued

[robin_payne]

Error -- family member had linked a public mobile billing to the same credit card.

No issues.  This thread is resolved.

[Ali03]

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@robin_payne wrote:

Resolved.  Family member had linked billing of the same credit card to their separate PM account.

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So you say you have no control over cards in your family? Can you adopt me?

[Meow]

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@robin_payne wrote:

Resolved.  Family member had linked billing of the same credit card to their separate PM account.

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It is not appropriate to accept its own solution.

[darlicious]

@robin_payne 

That's good to hear I'm glad it's been resolved quickly by a little investigation by the CSA after you supplied them with the relevant info from your credit card statements. So @dust2dust suggestions were both helpful and not......by suggesting a family member could have an account using the same card but luckily you were calm, cool and patient and didn't rush off to do a chargeback which would have royally screwed up your family members pm account and service.

The lesson learned here is due diligence on the part of the customer when questioning credit card charges rather than a knee jerk reaction of a chargeback will prevent a much larger headache down the road.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[dust2dust]

Like I said, closing accounts is common by providers.

What has your bank said? How far back will they go?

[hTideGnow]

Hi @robin_payne , open a ticket again by message, but this time ask them to escalate.  Maybe open on Monday when Senior staff are at work.

[robin_payne]

Resolved.

[dust2dust]

It absolutely should not happen. And is rare. But we have read here that it does. I don't know if it happens at any other providers. You want the CCTS.

Your credit card should show two dates for the transaction. Did you give them both? But now maybe the credit card could work harder to reverse the charges. You have an answer from here. Give your credit card the proof of having successfully ported your number out on whatever day. That's supposed to stop everything on the account. Thereafter there should be no more charges from here.

It's common to close down the account when the number gets ported out. This should be expected. But I would make sure there's no connected money if I were leaving the services of whatever company. Unfortunately, not everyone sees companies that way. I'm much more cynical.

[hTideGnow]

Hi @robin_payne,  this is normal for porting that account would be closed and unable to login further.

You can open another ticket and provide them another credit card billing date.  Check your statement again.  

Again, you can check with CC and see how many months they can help for the chargeback

[robin_payne · Accepted solution]

Resolved.  Family member had linked billing of the same credit card to their separate PM account.

(ah, families ....,,,, Luddite)

[robin_payne]

Thank you to everyone.  (CSA)_Team is apparently on it and I hope to get a full refund from the final bill after my port to Telus.

I'll reply here if resolved.

[hTideGnow]

Hi @robin_payne,  Credit card won't help you to charge back for almost 6 months.  Work with CS Agent to get the refund, I don't think there will be any push back at all.

[dust2dust]

I would give the company no mercy for this. Tell your credit card company to do fraudulent chargebacks and get your money back that way. Going that far back could be problematic though. As long as you or anybody using your card do not have any business here. Change your card details on your Telus account if you get a new card.

It's yet another "glitch" that simply should not happen. Make the company hurt a little for it. Don't mess with customer money.

[popping]

@robin_payne 

There are 5 CS Agents online ATM.  CSA will contact you in a few hours. 

If the next renewal date is getting close, you can login to your cc account to temporary lock your cc so that PM server cannot get funds from your cc while waiting for CSA to work on your account and refund.

[Meow]

As long as you can log in to Community you can create ticket requesting agent's assistance.

You should remove credit card info before porting out as glitches do occur at PM.

Your account and everything associated with it should be closed but sometimes does not 😞

Contact agent ASAP and ask for refund!

[darlicious]

@robin_payne 

Contact customer support with your billing statements showing the charges since November and arrange for a credit back to your credit card.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[JL9]

It should have closed the account and no further charges should have been done. With that said to play it safe you could have removed autopay and the card just before porting to combat against this issue that some customers have due to a glitch I am assuming. You can private message CS_Agent and get to the bottom of it as they should be able to refund any charges from after November.

[esjliv]

@robin_payne  - you should be able to use SIMon Chatbot even if you are not a customer..but if are having issue, then use method # 2 below :

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster  use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: 

Private Message to Public Mobile Customer Support Agents (CSA)

Telus owns koodo and Public Mobile, you have been paying for both PM and Telus for months?

Are they the same phone number, because porting out SHOULD HAVE cancelled your PM account and any auto payments.