Transferred from eSIM to eSIM and was charged a fee

[Geoff5]

I successfully ported my number to PM  - confirmed that with Telus, but the old number was still showing on my phone and didn't update.

Used the chatbot, and it suggested that I needed a new esim.  And pointed me to this article: https://publicmobile.ca/en/on/get-help/articles/esim-faqs

The article CLEARLY states that existing esim users will: "When you request a new eSIM, we automatically identify you as an existing eSIM user and waive the replacement fee."

I was charged the fee.  I'd like the charge credited to my account please.

Switching to the new eSIM did work though.  I can now see my phone has the number that I ported in.

[computergeek541]

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@Handy1 wrote:

@Geoff5  You should have been credited the money at check out , but since that didn’t Happen no worries just contact support for credit/refund 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

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As the customer has service, please remember that using the chatbot to open a all tickets is mandatory.  Using the ticketing system ensure the fastest response times.

[Handy1]

@Geoff5  You should have been credited the money at check out , but since that didn’t Happen no worries just contact support for credit/refund 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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