Hi everyone,
I was told through Public Mobile customer service that they have limited, if any, avenues to help you when their system malfunctions, and expect you to cover any additional costs you incur to fix these problems... To access the service you already paid for.
For context, I recently joined Public Mobile, and opted for an eSIM. The activation failed (as it has for many recently), so I reached out to Customer Support via a ticket. They were quick to help me complete the activation and transfer my number, but neglected to inform me on how I should set up the eSIM. I never received an email. I helped my wife set up her eSIM a few days prior on the app, and there was no indication that there needed to be any additional steps before porting the number. In my case, after the number was ported... I was stuck. I couldn't log in to the app because it texts a confirmation code to my number, which I can't access because I don't have the eSIM.
After a day of back and forth with support, where I learned they don't have the ability to send out a new email with a QR code to download the eSIM (even though I never received the initial email, even in my spam folder), I was told the only solution was to go out and purchase a physical SIM card, which would be refunded.
After purchasing the SIM and activating it, I found I was refunded less than I had paid, because support said they would not refund the tax. Yes, the dollar amount is small, but I was shocked as I wouldn't have had to pay tax at all if their system had worked in the first place!
I am shocked at how anti-customer Public Mobile seem to be, as they seem to expect customers to subsidize their mistakes and bear the costs, while not providing any real avenues of support for these issues. Is this how I should expect Public Mobile's stance on any future issues to be? Have others had similar experiences, maybe with different outcomes?
