Today is September 15, started July 13th...

[farrad123]

G 

[JL9]

Have you had service this entire time or has this held it up? DId they say what their exact issue with the voucher was?>

[softech]

@farrad123   

Sorry for what you are going through

For the Fraud Investigation, was it start by the Bank ?  It sounds like you have a charge back on a PM charges around July 13, possible due to the fraud investigation by the bank and initiated by the bank/credit card.    PM is a prepaid provider and very sensitive to chargeback for any reason.   It is really nothing much you can do other than have the Bank to talk to Public Mobile again and provide you the name of the person they contacted for you reference

So, since it looks like a charge back occurred, can you even login to My Account ?   I suspect you cannot.  It has been 60+ days, please note account suspended for 90 days will be permanently closed and the time is coming up in less than 4 weeks.  I suggest you to buy a voucher from store, then provide it to PM to reactivate your service while you get this sorted out.   It could still be a bit of time and I don't want to see you miss the 90 days window and your account then got closed permanently.  Get the account reactivated first.  If PM finally got that sorted out , you will then be able to login to My Account and use credit card to pay like normal. But until then, voucher is the way 

[esjliv]

Hi @farrad123 , sorry to hear about all you are going through.

When you say proving your identity, do you mean the 2FA to log into My Account? Next time you login, you can turn off this setting so it doesn't ask you this each time under the Profile TAB.

Was there any type of charge back situation with your credit card connected to a unknown cell phone charge, it so this may give issues to your account. When you call 611, what does your status say? And are you able to top up while in 611 using the registered card?

If you cannot top up, andthe account is currently in Suspended status, and you cannot log into My Account you can try obtaining a voucher to make a payment through 611 again. 

Or, submit a ticket to CSA to get this sorted out once and for all.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster  use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: 

Private Message to Public Mobile Customer Support Agents (CSA)