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Why can't I call a person and talk to them privately?

ymayab
Great Neighbour / Super Voisin

I need help with my credit card payment and I really don't want to be sharing information with the rest of the Public Mobile world.  I'm a bit pissed off that I have to jump through hoops to get some help.  I might even just leave Public Mobile.  That's how impressed I am...

5 REPLIES 5

0PX9O4
Deputy Mayor / Adjoint au Maire

@ymayab 

 

PM doesn't offer any support over the phone, nor over email. However, you can send a private message to CS_Agent with your account details so they can assist you.

 

It's understandable if you feel like you would rather be with a carrier that offers more traditional customer service. PM is not right for everyone.

BKNS27
Mayor / Maire

@ymayab 

PM is an online mobile service and you can message a CS_Agent on this Community website to connect with an Agent.

All the hoops is for your protection from SIM swapping.

You can login to your Self Serve account to make changes to your CC information.

HALIMACS
Mayor / Maire

What are you trying to do, @ymayab ?

 

If you're trying to Update Credit Card information:

 

Before logging into your self-serve account, recommend following this procedure to avoid the common glitches that sometimes occur with this process:

 

  1. Clear your browser's cache & cookies
  2. Use incognito mode
  3. Now, log into your self-serve account
  4. Click Payment tab
  5. Select "Manage My Card"
  6. Select "replace card"
  7. Type your address exactly as from your billing statement
  8.  Don't use a space in the postal code
  9.  Use ALL CAPS if necessary
  10.  Type everything, not letting autofill complete any fields

 

If you're trying to manage auto pay:

 

  1. Sign onto your self serve account.
  2. Click payment tab from your self-serve landing page.
  3. Click manage my card on bottom left side.

HALIMACS_0-1642959425688.jpeg

 

 

If you require customer support, to contact a Customer Support Agent, there are 2 methods:

 

  1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
  2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

 

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.



 

Meow
Mayor / Maire

This is no-frills mobile service.

All support is done mainly by customers like you here in Community (thank YOU guys for valuable lessons and non-stop support) or through personal email to CSA (agent) in case you have issue with your account.

From experience CSA replies within 1h but YMMV.

I AM very satisfied with support provided by other clients and with CSA's assistance when needed.

With a little bit of patience all issues could be resolved.

esjliv
Mayor / Maire

@ymayab wrote:

I need help with my credit card payment and I really don't want to be sharing information with the rest of the Public Mobile world.  I'm a bit pissed off that I have to jump through hoops to get some help.  I might even just leave Public Mobile.  That's how impressed I am...


@ymayab  - you don't have to use this Public Forum for support if you are not comfortable to do so. We are not Public Mobile Representatives that have access to your account.

 

Public Mobile Representatives are called CSA (Customer Support Agents), and you can reach them privately through a messaging ticket system, by two methods found here in the Get Help Articles:

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