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

[Sansan]

That's correct,  two different entities. 

[ConorIA]

Is CRTC a typo? You need CCTS, not CRTC. 

https://www.ccts-cprst.ca/

[hTideGnow]

hi @dannywg 

i am pretty sure you will get the 50%, just don't know how it displaced.  PM had a $20 discount promo before.  With that, the plan show original price and the system gives a $20 credit every renewal.  I suspect it will be same.  But if you have service already, consider that a lower priority issue and i see PM has been helping with those who have trouble with the activation first

So, they will get to you and they will clear up

[dannywg]

New to Public Mobile 4 days ago like many customers who signed up for 50% off flash sale. My subscriptions indicated -$20 (doesn't show in my account afterwards) and Estimated recurring charges (before sales taxes) $40.
Like many customers PM charged my cc during signup $45.20.
Estimate upcoming payment $45.20.

Opened 4x tickets since joining PM. No replies

 

[hTideGnow]

hi @dannywg 

yes, many got their issues resolved with PM.  Some sent ticket and PM helped with ticket.  Some called porting team if it is a porting issue

what issue you have? explain and we will try to tell you where to go

[dannywg]

Did ANY customers hear back from CS during the last 4 days? I opened tickets but no response!

[Jeffmclaughlin]

While I recognize that support is busier than usual with this promotion, that doesn't change the fact that leaving people stranded with no service due to a system error is unacceptable.

Should support be unable to respond to tickets in a reasonable period of time, Public Mobile as a company needs to have some contingency plan - such as supplemental support agents to aid the additional volume.

And I do appreciate your attempts to help. This scenario has really opened my eyes to the value of reliable customer support, and the inherent lack of value in a company such as Public Mobile that does not supply it.

[Handy1]

@Jeffmclaughlin  I don’t disagree either you , I’m just trying to explain you you why wait times are so long from support right now . Also please note im just a customer like you trying to help , best of luck 🤞 

[Jeffmclaughlin]

Eligibility terms for the offer is irrelevant when it is presented to customers as an option in their client account, and when it actively allows switching to that plan in PM's own systems.

I should not need to read the fine print before switching a plan that is offered to me in my client account.

Regardless, the plan didn't take, and I have been without resolution for days.

Anyone thinking about joining Public Mobile should be made aware of the state of the company's support services. I am sure people end up in bad situations regularly with this business due to the lack of support.

[Handy1]

@Jeffmclaughlin  These 50% off plans are for new activations regardless only not existing, though I know it showed in some existing customers accounts which was a glitch and because of messy roll out of these plans and being shown in existing customers accounts is why the support wait times are so backed more then I’ve ever seen before . They will get back to you eventually though just gotta hang in there , also note  I’m just customer liken you trying to help 

[Jeffmclaughlin]

Friday, I was shown the 50% off discount on the $40 100gb plan in my client account as an option to switch to. This plan was a better deal, so I jumped on it.

The system charged my credit card, deactivated my existing paid up plan, and then errored out. I was left with no service, and the promotional discount was removed from my account. A balance of $21 was put on my account due to the "incomplete" transaction.

I submit many tickets trying to resolve this issue, only for Public Mobile to ignore the matter for days. At this point, I doubt they will ever respond back to my tickets. I had no cell service whatsoever, and support was unavailable.

Sadly, people will continue to give this pathetic business money. Do what you will with this information.

[Sansan]

Unfortunately,  this has certainly not been the first time something like this has happened. Guaranteed it won't be the last.

Public Mobile is owned by, Telus and its sibling is Koodo. So if you decide to leave PM same family....incase you are not aware.

[Jeffmclaughlin]

Whether they make it right at this point or not - all faith I had in Public Mobile as a provider is now lost. 

You cannot leave your customers stranded for days at a time with no support or cellular service. That's just unacceptable, and grounds for a lawsuit IMO.

CRTC complaint has been submitted, and I won't be doing any further business with this godawful company beyond the 30 days I already prepaid for.

[hTideGnow]

hi @Jeffmclaughlin 

from others' experience, you need to pay the extra $20+ to get the service back first.  Maybe  pay that first and work with PM support to sort it out after.  I am certain that they will either give you back the $20 or change you back to the old plan, so you won't lose the money

[Jeffmclaughlin]

Hey there,

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.

I had been without service for over 24 hours. I was forced to pay the extra $20 for the $40 monthly plan, without the promised promotional 50% discount because I had no access to my phone at all, and support did not reply.

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 need to have the promotion properly applied to my account, and a refund for the overpayment made.

I've been reaching out to support for close to 48 hours now, and nobody has taken the time to respond to my concerns. This is absolutely ridiculous and unacceptable when clients are without vital cell services due to carrier incompetence.

I'll be cancelling my service at the end of my 30 days and advising everyone I know to stay away from any Telus backed services.

[Jeffmclaughlin]

I had to break down and pay the extra $21, or be without service for god knows how long. Public Mobile had better make this right, or I'll be porting out at the end of my 30 days and sully their name any chance I get.

[Handy1]

@Jeffmclaughlin  I can’t blame ya it’s a shame for sure , just know this is not a typical situation though and I’m just a customer like you trying to help 

[Jeffmclaughlin]

How can anyone justify relying on such an unreliable service provider as this?

Even when there is no major crisis for Public Mobile support to handle, they still take a very long time to reply back to clients.

I am literally without the ability to contact critical people in my life. I cannot even login to critical online services because I cannot receive 2FA SMS messages. And the issue cannot be resolved, because support is non-existent.

I desperately never want to do business with this awful company ever again.

[Handy1]

@Jeffmclaughlin Supoort is back logged due to messy roll out of new activation plans last night but since you already submitted ticket 

keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca

[Jeffmclaughlin]

I am out of service since last night when I  tried to upgrade my plan to the promotional 50% off $40 100gb plan.

I already had a subscription to the $35 75gb plan, and that billing cycle had only just begun on the 20th.

Because the system errored out as I was switching plans, I was not only billed an extra $20.90 (days after my last $38 payment), but, my existing service was cancelled and I am left without any cellular service at all.

I have an employer, clients, and family and relatives I need to be able to contact today.

Multiple tickets have been made regarding this issue, only for them to remain unanswered nearly a day later. This is unacceptable.

Should this continue to be unresolved by the end of the day, I will be porting my number out and filing chargebacks for the two payments I have made which have resulted in no services rendered. 

[Handy1]

@Jeffmclaughlin  I agree , but just another common public mobile glitch in the system unfortunately and caused a lot of confusion , also part of way support staff are so back logged on replying to folks after last nights issues with new activations , best of luck 🤞 

[Jeffmclaughlin]

If the 50% off is only for new activations, it should not have been a promotion listed in my account as an existing subscriber. 

[hairbag1]

@Jeffmclaughlin 

they haven't got back to you as there's been MANY issues to address as a result of the recent promo offers...but those offers are only valid for new subscsribers...not us existing customers. Don't do a charge back as that will complicate things for you worse.

[Jeffmclaughlin]

I'm in a little bit of a hurry here because I cannot contact work clients / my employer / family / send or receive phone calls/texts/ etc because of this error. The unacceptably long wait time for resolution makes me want to cancel my service with Public Mobile altogether.

[Handy1]

@Jeffmclaughlin  Those 50% off plans are only for new activations not existing customers 

If I were you I would contact support to fix or try and get old plan back if possible or you will most likely have to pay the full price of new plan 

you can use the orange chat bubble bottom right of screen  or send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca

[Jeffmclaughlin]

I have indeed opened several tickets regarding this matter, it's been around 15 hours with no reply.

[softech]

@Jeffmclaughlin 

Many had similar issue changing to the new 50%off offer,  please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

[Jeffmclaughlin]

I have been a customer for over a year, with the $35/mo 75gb Canada/mex/usa plan.

Around 15 hours ago, I saw on the app the promotion for 50% off the 40$ 100gb plan for 24 months.

I attempted to subscribe, and it took the $20.90 from my bank account. An error occurred as it was finalizing this, and it removed any mention of the promotion from my account.

It has deleted my previous service that I already paid for from my account ($35 plan), and left me without any service whatsoever. I have now paid Public Mobile $60 for service in the last week, and they have left me stranded without any cellular service at all.

This is frankly unacceptable and negligent. I have been attempting to get ahold of Public Mobile support for the last 15 hours, submitted tickets, all to no avail. No response.

Do I need to file a credit card chargeback for all the funds paid to Public Mobile in the last week? I refuse to have my money stolen from me, and my phone number held hostage like this.

[Jeffmclaughlin]

More than 12 hours later, still without service. No response to my tickets. Am I going to be without any cell service indefinitely? How am I supposed to make/receive calls for work? This is unacceptable, and directly impacting my livelihood.

[golfball]

@slusagm Quick update, my data has now started working. So either I just had to wait or PM has fixed something. Thanks for the help.