Sounds extremely complicated and frustrating to me as I am not tech savvy. I am understanding what you are saying . My frustration lies with the lack of customer service and understanding from PM .
See the 2 screenshots below these were taken when I was in the U.S. trying to get support. The replies were from PM .
Thank you for your detailed reply.
I am attaching a screen shot of what I bought.
You are making sense, however it is extremely confusing and when I tried to contact PM Agent I was unable to and only had error messages returning to me from PM
Here are my add-ons
The question was
I recently found my self extremely frustrated with the lack of accessibility to support from PM. I went to the U.S. Newhampshire to be exact.
Before leaving I reviewed my plan with PM and understood that I was paying $40 for a 30 day plan that included "4.5 GB of data unlimited Canada wide talk and unlimited International text". I also found that PM had given me a one time 2 GB data bonus showing all 2 GB left and a one time 500 minute Int'l LD bonus also showing 500 mins left.
The night before I left I purchased a 1000 MB US Roaming - 1 GB Data (10-day) This I thought would cover my ability to call and text back and forth between the U.S. and Canada. (Wrong)
When I tried to text to Canada I received a message from PM saying my plan did not allow me to text to Canada. However I could receive text from Canada and when I tried to call back to Canada I received a message saying my plan did not allow me to call back to Canada.
I tried numerous time to contact PM customer service on my phone but only received pages back like
"404 Whoops Looks like we are too busy thinking about you. Go to homepage"
or
"Verification Submitted followed by There seems to be an error submitting the ticket".
I was able to contact other customers whom were extremely helpful in having me try various things, but to no success, and could not understand why things weren't working.
When I returned home I was able to submit a ticket and did get a response from a CS Agent and was told I did not buy the correct package and this individual was unable to communicate to me what I did wrong but insisted it was me.
Now let me restate I had an "unlimited International Text" plan and purchased a U.S. Roaming add-on, should this not have covered me to text back and forth from the U.S. to Canada.
I also had a "Unlimited Canada-wide Talk as well as a 500 one time Int'l Long Distance bonus and again I purchased a U.S. Roaming add-on should this not have covered me to call back and forth from the U.S. to Canada.
I asked for the ticket to be escalated and after some back and forth was told it would be escalated.
4 days later I did receive a email from a CS-Manager who also was unable to communicate to me what happen and tried to blame it on the U.S. provider, when I asked how this could be if I was getting errors from the PM website. No acceptable response. I asked her several times to escalate my concern and was told several times that there was no one else and that she was the last line of support. I advised her that I was not happy and would try to contact upper management through another avenue. Her reply "There is no other level that this can be escalated to, as my case was already escalated once.to her."
Can someone explain to me what I did wrong.
As well as is she correct that after her, I'm on my own Public Mobile has no further interest or avenue for customer support or satisfaction.
