This company the policy for changing subscription is absurd

[JeanLendvai]

Upgraded to a different plan not realizing my plan had just auto renewed hours before. Upgraded on both mine and my husband's account. We were charged $35 each for renewal and then $45 each on upgrade. Put in a ticket and zero help, we are out $70

I could see if it was a week or two but hours apart??

Scam. I will spend the next month looking for a company that helps their customers instead of stealing from them. Very poor customer service.

[HALIMACS]

I agree with you on the need for revisiting immediate plan changes @TheBlackCat   👍

The only time I could see that being necessary might be if a customer desperately needs a change to their data plan or if they’re going away and would like to use a Canada/US plan.

One of the hurdles they would have to overcome is the add-on compatibility with 5G.

However, there’s also the paying attention part that too many people these days seem to neglect.

We’ve become a society where too many think it’s ‘someone else’s responsibility’.  

🙄

[TheBlackCat]

Yes, agree to disagree.

I don't consider these frivolous as the amount of posts with similar issues that pop up whenever PM posts promotions is absurd. PM's agents have to go through those tickets. I'm sure that's time and money better spent elsewhere.

PM should not even allow plans to take effect immediately without some serious failsafe measures in place. No one should ever be double billed on the same day for a plan change. Or Perhaps it's time for PM to look at removing that "feature" of having the plan take effect immediately and instead only allow it to take effect on renewal. The amount of people that need an immediate plan change is minimal, which could easily be taken care of with addons or maybe pay as you go rates if PM were to implement that.

[HALIMACS]

@TheBlackCat 

we’ll have to agree to disagree on this one.

I’m pretty sure frivolous complaints such as these where a customer has been duly informed, is a waste of not only CCTS time and money, but also service providers.

I’m sure you’re likely aware that these kind of costs eventually get passed on to all customers, so we are all essentially, and eventually, paying for other peoples inability to ensure they know what they’re doing.

To each their own I guess. 

EDIT: I do, however, agree and strongly support your view @TheBlackCat that a customer contact the CCTS when they have been unjustly wronged by their mobile service provider. 

[TheBlackCat]

No idea who that person is, but I am a "he".

I'm not asking anyone to do anything. I'm simply giving a resource that sadly many Canadians are not aware of and often just accept what the telcos impose on them. 

[hTideGnow]

HI @TheBlackCat 

you remind me of another "black cat" here that like to ask people to make formal complains, hope you are not her

no, you don't need that, people should work with agent to get a solution, quicker and easier

[TheBlackCat]

CCTS complaints vary from one case to another and for various reasons. Being a "self serve" telco does not give PM the right to take your money and say "you should have known better", regardless of what the fine print says.

Only by raising one's voice can change be enacted. Enough people complain, PM may very well change their ways.

Sitting idly by and saying "oh well too bad so sad" is not the way to go.

[HALIMACS]

Sure @TheBlackCat 

The squeaky wheel gets the grease.

But is that the kind of route this kind of complainant should go?

Why not leave the CCTS to legitimate complaints where a company has failed to fulfill its obligations.

That's not the case here.

The OP failed to read and made a selection. They made their choice.

This is not on public mobile.

[TheBlackCat]

If customer service is unable or refuses to issue you a refund you could file a complaint with the CCTS (Canadian Commission for Complaints of Telecom-television Services):

File a Complaint About a Cell Phone Or Mobile Company (ccts-cprst.ca)

Consumers have had success in getting telcos to reimburse them by filing a complaint, even at times with prepaid services. 

[hTideGnow]

IH @JeanLendvai 

As said, there were Disclaimer and you did click OK to accept.  You missed that and you really cannot blame PM for it.  It is nice if agent helps to reverse it, but if not, they are just doing their job too

[Phil_Adelphus]

Just for the record, this is the warning that comes up when you select an immediate change instead of "change on renewal".  

[HALIMACS]

@JeanLendvai 

We’re not Public Mobile staff – we have no idea what they will and won’t do.

One does not need to be “tech savvy” to read a couple lines of text, which clearly warns users of the decision to make an immediate plan change. 

Some personal accountability might be warranted here.

If you go into discussions with the customer support agents with that approach, you’ll get nowhere given that this is on you, not on  Public Mobile.

[Phil_Adelphus]

@JeanLendvai   Unfortunately they stopped sending out those reminders several months ago, I think it was around April?  So now if we want to keep track it needs to be in a calendar or as a phone reminder.   It does say on one's account page when the renewal is due though.  The automated system is not likely to see a difference between a few hours and a longer interval.   Had you selected change on renewal it would have just kicked in 30 days from the last renewal instead of immediately.  

[JeanLendvai]

I've already gone through that route. Not everyone is tech savvy and understanding the terms. I'm out $70 and when this term is up I will find a company that doesn't just respond with "you should have known, and it's.obvious"

Hours.. literal hours 

[softech]

@JeanLendvai it is up to PM agent's judgment In each case. Maybe ask the agent to escalate to have a senior agent to review again

For the text confirming the renewal, it has stopped over 6 months already. 

[JeanLendvai]

Current cycle was a few hours in. Not a week not even 24hrs. 

[JeanLendvai]

I messaged them the next day and they responded back to that message with no help and saying my fault. Normally before auto renew I receive a text saying it's about to renew which I did not get this time. Since renewal is never the same day, I assumed I was before the window. Sadly.. a few hours cost me $70. Who has a spare $70 lying around?

[softech]

@JeanLendvai it was not a scam.  You likely have used Change Now option which allows PM to charge you the new plan amount immediately.  There was warning and fine print before you confirm the change and you missed it.  You should have used Change in Renewal

However, it might still be reversible.   If it is only day 1 of the change still, maybe support can help.  Please message them and explain the situation. Message support here

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

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

[Handy1]

@JeanLendvai  Sorry PM is pre paid and no refunds , it’s why’s it’s always advised to charge plan for next renewal and not right away . Or you get charged for the new plan right away and new 30 days cycle starts the moment your new plan starts . It’s hard lesson to learn but you will always remember to change plan for next renewal now going forward

Change plan in 3 easy clicks

Once you find plan you want be sure to (change on renewal )So you don’t lose money on current cycle

[HALIMACS]

@JeanLendvai 

During immediate plan changes there is pretty obvious messaging stating that doing so will forfeit what has previously been paid on the current cycle. It is fairly well known that prepaid mobile providers do not prorate their services.

It is always recommended to change plans on next renewal.

Given this was just an oversight on your part, you might receive some flexibility from the customer support agents. But I would go into that discussion humbly as you're unlikely to get far otherwise.

To contact a Customer Support Agent, send a private message to them by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.