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Service plan change without authorization

smartin
Good Citizen / Bon Citoyen

Hello,

on logging into my Public Mobile account I noticed that my service plan was changed to the higher one. I did not request that change. Can you plain how it happed? Who can I contact to report and dispute it?

Thank you in advance for any advice.

13 REPLIES 13


@BKNS27 wrote:

PM is kind of forcing members on the $13 plan to upgrade to the $15 plan.


@BKNS27- Over my cold dead hands. 🙂 They forced us onto their new $13 plan. What you're saying is coercion.

BKNS27
Mayor / Maire

@smartin 

By any chance you were on the old $10 plan? It has been increased to $13 plus taxes.

PM is kind of forcing members on the $13 plan to upgrade to the $15 plan.

smartin
Good Citizen / Bon Citoyen

yes, I did receive 2 GB bonus offer, though I did not need it, but always thankful for free stuff. I also never received any emails about the service plan change confirmation.

@smartin @Just keep an eye on your envelope on top of page to the right for the response 

dust2dust
Mayor / Maire

Yes, the text came from shortcode 5169. It either gave a yes button to tap or you reply with a yes.

You also likely got the freebies from 4911 where you had the option of replying or tapping yes2 (not just yes).

smartin
Good Citizen / Bon Citoyen

I did have a credit on my account, logged in to check what was left of it and found that unpleasant surprise. This line is used as a bakup line - I would never need $15 gb data or unlimited calling on it. I submitted the ticket. Hopefully the customer service can help me in this matter.

Thank you for all my replies

It was by text,  @smartin , not email. 

 

A simple reply of YES would have resulted in a change on next renewal.

 

 

@smartin @No it’s not have it investigated 

smartin
Good Citizen / Bon Citoyen

Thank you for your reply. Is it common for the unauthorized plan changes like this?

@smartin 

You should reach out to a Customer Support Agent and have them fix things for you.

 

Use the Chatbot Simon to get a service ticket started first.

The link is at the bottom of this page.

@smartin @Then reach out to support and explain the situation if your owed a credit 

Getting help from agent

 

  • 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 our Agents. Click here to get                       

 

Or get help right here in the community

 

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smartin
Good Citizen / Bon Citoyen

No chance, the number is controlled by me, also I never received any email confirmation about the service plan change.

Handy1
Mayor / Maire

@smartin  Any chance your or someone in your household could have replied yes to one of there  promo text by accident 

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