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US International Roaming did not work even after topping up $8

PuraShana
Great Neighbour / Super Voisin

Hi, I topped up my account with $8 just before leaving Canada so that the US international Roaming would work. 

After adding the top up amount I also added the "addon". However when I went to the US on Saturday 18th i was extremely disappointed that the Roaming did not work. I came back on Sunday 19th within 24hours. 
Request moderator to kindly issue refund and fix the issue so other users may not face the same issue.

Please send me private message for my account details. 

Thank you!

1 ACCEPTED SOLUTION

Accepted Solutions

softech
Mayor / Maire

@PuraShana This is just a forum and we are all customers trying to help

 

If you need to reach out to PM Support for refund, please open a formal ticket:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

 

View solution in original post

5 REPLIES 5

esjliv
Mayor / Maire

@PuraShana  - do you see the funds still sitting in your Available Funds area? If so, then you really did not add the addon successfully to your account. You would need to go back to the addon purchase area then add it to your account...don't do it now though, if you are back in Canada.

Any extra funds will get used on future renewals.

 

Only Roaming Addons provide service in the USA for in-market plans. All in-market plans are for use whilst you are in Canada.

 

If you did successfully add the "US Roaming - Unlimited Talk (10-day) - $8.00", then you should see it listed in your PLAN DETAILS section of your self serve account:

https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/ChangePlanLandingPage/

 

If you see it then you added it correctly. Sorry it didn't work. No refunds guaranteed but you could explain what happened and ask CSA anyhow.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

 

softech
Mayor / Maire

@PuraShana This is just a forum and we are all customers trying to help

 

If you need to reach out to PM Support for refund, please open a formal ticket:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

 

PuraShana
Great Neighbour / Super Voisin

Thank you, i will contact CSA. Amount got credited for US roaming but did not and does not show up as "add on" under my add ons profile. 

PuraShana
Great Neighbour / Super Voisin

Thank you, i will contact CSA/ open a ticket. Amount got credited for US roaming but did not and does not show up as "add on" under my add ons profile.


@PuraShana wrote:

Thank you, i will contact CSA/ open a ticket. Amount got credited for US roaming but did not and does not show up as "add on" under my add ons profile.


@PuraShana   It could be that you loaded the fund and never go back and buy the add-on.  Buying add-on is a bit confusing here, you have to load fund first and go back and buy

 

You can confirm if you did both by checking the transaction log

 

But since you no longer need the roaming now, if you see the money there as Available Fund, you can let it sit there and the money will be used towards next renewal