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Stolen phone

Great Neighbour / Super Voisin

Hi there.

So I ended up in hospital July for knee surgeries  my first day there my phone was stolen. I ended up having two more surgeries and caught covid which prolonged my stay til last month.

I'm only just now able to report my stolen phone. I was being charged on my plan for all those months, how do I get that money back. And how the heck do I contact a human for help?   Thanks


Mayor / Maire


Unfortunately, you should have got a family member to login to your account and reported your phone was stolen/lost.

PM is a prepaid service so no refund. 
Look on the bright side, for non-payment longer than 90 days. Your account would have been closed, number lost and SIM will be useless.

Mayor / Maire



Sorry, PM is prepaid provider and do not provide refund.  Understand your unique situation, you might want to discuss it directly with PM support, but don't expect much


1. If you have access to My account: At

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there




And you got a new sim card and new phone yet?


if you still need a sim card, please get one from Telus or Koodo store, or Amazon.  Do not get it from PM online as it could take long for them to deliver


Once you got the card, login to My Account, click Quick link on top and click Change Sim card to follow the steps to link your new sim card with your account/phone number

Mayor / Maire

You can contact PM agent in this way:

To Contact CSA-agent; there are 2 methods:

If ticketing does not work very first time, contact agent directly.

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

Watch for envelope in top right corner of Community page. It will show Number of unread emails.


There is no other way to get support but through personal mail.

It looks like you had autopay enabled thus you got charged and kept account active.

PM will Not refund you for not using your phone. This is pre-paid service.

Mayor / Maire


Sorry but there's no refunds.  It's a prepaid service.  But you can still try though.

To contact a CSA for help please either send a private message to CS_Agent or use the Chatbot Simon to get a service ticket.