Why should I pay for a system problem?

[Randyyt]

When I switched my SIM card to an e-SIM, I paid twice for just one e-SIM.

On August 8th, I attempted to switch to an e-SIM. I followed the instructions, paid for the e-SIM, and waited for the system to download the e-SIM. Unfortunately, the system failed to download the e-SIM, and my SIM card was locked. My phone displayed "SOS" and no signal. I couldn't log into my account at the service center, nor could I contact them for a solution.

I had no choice but to try paying again to get my e-SIM card. Finally, I got the e-SIM card after the second payment.

I then contacted the service center to request a refund for the initial e-SIM payment. Unfortunately, they told me that SIM cards are non-refundable.

This is unacceptable. Why should I pay for a system problem?

[Randyyt]

Thank you, i got reply from agent: “I've applied the $5 on the account, as a strong exception. What you've replied with only refers to already using an eSim and getting a new. And it doesn't apply in this case”

it doesn’t make sense, why say “as a strong exception!” I can’t understand this reply!!!

[Ck_PM]

Hi @Randyyt, please check your inbox. The agent has reached out to you regarding your case. Let me know if it's been resolved. Thanks!

[computergeek541]

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@CSA_PM wrote:

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

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In this case, the very reason that @softech escalated this case was so that a different customer support agent would look into this situation since the customer support agent appears to have refused to let another customer support agent handle this.  The customer has been given responses that contradict the official Public Mobile policy.

[CSA_PM]

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

[Randyyt]

Thank you, i hope someone who is on charge can see this!

[softech]

@Randyyt 

i have escalate your issue on behalf for PM to review it again  

According to policy, eSIM is a one time cost and existing eSIM subscribers are eligible for reimbursement.  So, your 2nd purchase should be eligible for reimbursement with or without the connection issue of the first one:

https://www.publicmobile.ca/en/on/get-help/articles/get-a-sim-card

Existing eSIM users at Public Mobile who need a replacement can do so at no extra cost. When you request a new eSIM through the usual process, we automatically identify you as an existing eSIM user and waive the replacement fee. See below for steps on how to get your new eSIM.

[Randyyt]

thank you to reply, you mean i need to sent my request again to same adress? 

[Randyyt]

Thank you to reply, i asked to escalate my case, i got this reply: “The information we provide doesn't change from agent to agent”

this is ridiculous!

[BKNS27]

@Randyyt 

You can put in a request to have it look by a senior staff.

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

[ORNGNBLK]

@Randyyt  if you have paid once for an e-sim, it is non transferrable, but you can purchase another (usually when switching phones) and should get credited when doing so. 

CS_Agent should not deny you this refund. please message using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[slusagm · Accepted solution]

They will refund the extra sim cost.  Reply and ask your agent to escalate the case