05-26-2022 04:05 PM
I have been trying to contact someone for over an hour and a half. I have issued a ticket, Jorge has sent me a message but then has not answered me. Does this kind of thing happen a lot? I am very frustrated as this is not the first issue I have had and I just signed up a week ago.
05-26-2022 06:23 PM
My account is active and payment shows. Auto pay was on but I just shut it off.
05-26-2022 06:21 PM
I have the Ticket issued and an agent comes on asking questions but does not reply even though I have answered back within a minute. It is just silence. Then the time is up and it comes up again under the same ticket number asking questions. I answer and then nothing again.
05-26-2022 06:18 PM
Ok let's see if we can rustle up some help for you. What browser are you using?
To contact customer support : Submit a support ticket via SIMon the chat bot Click here
Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.
05-26-2022 06:15 PM
I have been clearing my cookies because I couldn't get on the community site. I have sent for more tickets to speak to someone. The ticket gets issued but the agent doesn't respond.
05-26-2022 05:38 PM
Your silence speaks volumes.....has the agent been in touch? If their efforts are not bringing results for your issue then answer a few questions for me about your (working) services please.
To contact customer support : Submit a support ticket via SIMon the chat bot Click here
Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.
05-26-2022 05:06 PM
What time was the last reply from the CSA? Eastern?
To contact customer support : Submit a support ticket via SIMon the chat bot Click here
Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.
05-26-2022 05:05 PM
My account is active and all is good on the account. I had trouble to start with the activation not working. I went through this whole process then and thought everything had been fixed. Apparently not. There are still issues. Something has been changed as my number is not working nor my PIN number
05-26-2022 05:04 PM
Well that's not acceptable service. Sounds like your sim card needs reprovisioning and your account reset although they may have done that originally. Let's see if we can't get you the reply you are seeking at the moment first....then I have an idea about your actual issue that we can deal with if to customer support still can't fix the issue.
To contact customer support : Submit a support ticket via SIMon the chat bot Click here
Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.
05-26-2022 05:03 PM
I have tickets issued. I go to my community page. I see the message sent that an agent will be with me in approx. 14 minutes. Then an agent comes on and gives me his name and asks what is the problem. I reply back to the message and get nothing back.
05-26-2022 05:02 PM
@danlea99 You can login to My Account without issue?
and for the reply, how long since you replied them?
And, reply once again and hope that can speed things up
05-26-2022 04:58 PM
I'm not replying to an email. Not my first rodeo with this system. I'm so frustrated I'm beyond words. Tickets get issued and I reply and then nothing back. I answer on the community board like instructed.
05-26-2022 04:41 PM
I have had nothing but trouble. I received help the first time when I first opened my account. They thought they had fixed the issue and I started receiving Texts so I thought it was fixed. Now I can't receive phone calls as it says my number is out of service yet texts are still coming through. I can't use my phone number or my pin as it comes up invalid. This makes it very difficult to navigate through their system.
05-26-2022 04:37 PM
90 minutes is a longer than usual gap between messages to get a reply back from the CSA. As noted by @computergeek541 and @dust2dust are you replying to the email notification or thru your private message box the envelope icon next to your avatar at the top right corner of your screen?
Has a little number popped up indicating a reply from a CSA? Occasionally the CSA can take a much longer time to reply or if they are waiting for you to complete verification may not respond until you do so?
You can always reply and change the subject line to " Hello? Did you forget about me?!!" to grab the agents attention or the attention of a colleague?
To contact customer support : Submit a support ticket via SIMon the chat bot Click here
Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.
05-26-2022 04:36 PM
Does your account show active or suspended?
05-26-2022 04:35 PM
I can log in to my account but I can't use my phone number or PIN that was set up.
05-26-2022 04:33 PM
Are you able to login to your account? Dial 611? Did you possibly have a credit card fraud recently?
05-26-2022 04:31 PM
Not in this case I'm afraid. I started asking for help at 12:30 and it is now 2:30. I get nothing. I can't verified my account because the PIN number I used is Invalid. The phone number is not working. It's a mess.
05-26-2022 04:30 PM - edited 05-26-2022 04:30 PM
@danlea99 wrote:I reply in the private message system. I get nothing back. I started trying to get help at 12:30 and it is now 2:30. I have paid for service and people tell me when they try to call it says the number is not in service. I am expecting a very important call.
This means that the CSAs havne't gotten to you yet. Support isn't always provided immediately. It can sometimes take a few hours or a few days (but it's usually quicker than that).
05-26-2022 04:28 PM
I reply in the private message system. I get nothing back. I started trying to get help at 12:30 and it is now 2:30. I have paid for service and people tell me when they try to call it says the number is not in service. I am expecting a very important call.
05-26-2022 04:27 PM - edited 05-26-2022 04:28 PM
@danlea99 wrote:I have replied 6 times. I get nothing back.
Please see the question asked 3 message posts earlier about if you're using the Public Mobile Community private messaging system. If you're simply opening your e-mail account and replying to e-mail message that informs of you of a new Community private message, nobody will ever receive that.
05-26-2022 04:25 PM
I have replied 6 times. I get nothing back.
05-26-2022 04:14 PM
A sacrifice for the lower cost and rewards unfortunately, but customer service are still pretty reliable at resolving issues
05-26-2022 04:07 PM
Did you reply to him in email or in the private message system?
What's the problem you're having otherwise while you wait?
05-26-2022 04:06 PM
Sorry, this is the only way to engage support. You have done it correctly.
It's good Jorge replied, so, at least they accepted the ticket and it wasn't lost Sometimes, the back and forth could take time. Just reply again on the message and ask for an update