What happened to basic plan?

[Imonthephone]

My elderly mother had the basic $15 plan.  It appears to have ceased without any notification.  Further, she's now being billed $45/month but has absolutely no service.  Public Mobile doesn't have her on any plan, but they haven't stopped the monthly deduction.

How do I fix this?

[BKNS27]

@Imonthephone 

PM doesn’t change plans for no reason. She will have to agree to the change of plan.

Reach out to a CS_Agent to investigate the reason for then plan upgrade.

PM will offer a special promo plan by text and if she replied to the text with YES then it will change to the upgrade plan on the next renewal date.

DM an agent:

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

[hTideGnow]

hi @Imonthephone if she changed plan herself, there is no going back to the $15 plan

what phone she has?  did she try Reset Network Settings?

and did she just start the plan change today? it is not unusual to see people have problems at plan change 

ask PM support to refresh the account to fix

you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[kb_mv]

@Imonthephone If your mother was on the $15 plan and did not make any changes to the account subscription, she is still entitled to be on it. PM didn't make any changes to it other than to make it no longer available if you wanted to go down to a cheaper plan or are a new subscriber. All of a sudden being charged $45 a month seems odd especially with no service to speak of. Have you tried her sim in a different phone as suggested by @Chalupa_Batman ?

In any case you will need CS help. Contact as outlined by @Chalupa_Batman 

[will13am]

@Imonthephone , customers are generally allowed to keep their plan even if it is no longer offered.  From time to time customers are offered plan upgrades.  It sounds like someone upgraded the plan on the account.  As for the service not working, are you able to get into the account and confirm that the account is in active status?  

[Chalupa_Batman]

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@Imonthephone wrote:

My elderly mother had the basic $15 plan.  It appears to have ceased without any notification.  Further, she's now being billed $45/month but has absolutely no service.  Public Mobile doesn't have her on any plan, but they haven't stopped the monthly deduction.

How do I fix this?

---

Well @Imonthephone the $15 no longer exist. The $19 plans is now the basic plan. Depending on the phone she's using, if it's on 3G, the 3G is being phased out and she may need to upgrade her phone. Have you tried her SIM card in your phone?

Try reaching out to a CS Agent if you need.

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

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