System failure when changing plans on the app

[Jeffmclaughlin]

Hey all,

I have been a subscriber to public mobile for over a year now. I signed up in Nov or Dec 2024, with the $35 75gb unlimited plan with usa/mexico service.

Recently, I was in the mobile app and saw under plans that there is a $40 100gb plan available, with a $20 discount for 24 months.

I was a little hesitant - as I had just renewed my $35 plan a few days ago, and would be losing out on the money I paid for it. But, this was a much better deal and seemingly expires in only a few days, so I elected to change my plan immediately to secure the deal.

Unfortunately, after I hit the "pay now" button to complete the transaction, I received an error message. My payment was still taken, and my plan was not changed. I now have a $20.90 balance on my account, and it's asking me to pay another $20 to get the $40 plan. The $20 discount for 24 months seemingly disappeared from my account. I was baited and switched.

Now, I am without any mobile service whatsoever. Despite having paid $35 for my original plan, only 2-4 days ago, my account now shows I am expired and have no service with Public Mobile at all. The $20.90 balance still shows in my account however.

How can this situation be solved? It is not my fault I was shown this promotion, only to have it stolen from me like this. 

I have submit a ticket with support, but, I do not expect for them to reply back anytime soon.

Thanks for any help all

[golfball]

Texts are working and I was able to call voicemail. I don't want to reset network settings right now as it will delete Wi-Fi credentials, but I have mentioned the data issue in a ticket to support and will see what they say.

[Handy1]

@Jeffmclaughlin Unfortunately the 50% off plans are ONLY for new activations NOT existing customers . I would not pay anything extra and wait to hear from support to just try and get your old plan back as it was some sorta glitch on there end that it was showing 50% off or hope they will honour it . Please report back to us when your hear back from support and how they solve this issue , best of luck 🤞 

[slusagm]

@golfball but your voice working?

you try Reset network settings?

[golfball]

Thing have been very glitchy, I got charged full price and now my data currently isn't working after activating earlier today.

[Jeffmclaughlin]

That's odd, because when I was first checking out, it showed the -$20 promotional offer as a line item discount at checkout. So, only $20.90 was due. Once the process errored out, however, the promotional discount disappeared entirely, and leaves me with only the $40 regular price of the plan. So, I'm not so sure about this.

[slusagm]

hey @Jeffmclaughlin 

you need to pay the full $40 + tax first.  

With this $20 off deal , you need to pay in full first, then PM will give you the credit within a day or two as a credit.   So, pay the rest of the $20 first and get this plan going 

[Jeffmclaughlin]

Sadly I do not have any service after the failed plan change. It has expired my previous policy, and is demanding I pay the full $40, without the offered $20 discount in order to resume service now.

[slusagm]

you were not the only one with the problem.  If you still have PM services, wait till tomorrow for PM to reply you