about my experience

[Janice_yunhan]

I must write down my experience here!
Public Mobile charged me over 2000 last year! 

The reason was they automatically charged me a 1GB add-on each month for $11, and several times, some months, they charged me over 200 dollars for the data add-on; if you did not check the bills, you couldn't find it.

I asked them to check last October, no one answered me, and till now, they said everything is normal, that was so ridiculous. 

The company must refund me asap. Otherwise, I will ask the lawyer for help.

[Janice_yunhan]

No, that was only one line

[dust2dust]

Without being able to cross reference those transactions with your payment history here we're still blind of what all might be happening. But we'd need more recent credit card history as the payment history only goes back 6 months. But the end result will be the support people anyway.

[Janice_yunhan]

Thank you!

[Janice_yunhan]

This will be the last try I don't know how to resolve the problem, I was thinking of Small Claim Court or posted it onto Facebook and let others know about the bad experience.

[Mimi33]

hello. I feel so sorry for you. I went through a similar issue that took over six months to fix. It started when I purchased an eight dollar add-on. For some reason The system kept charging the same ad-on 3 times that day. After December I was being billed at least twice per month, did not receive rewards even after billing was fixed I had to keep asking for my rewards to be applied but that too is fixed. After 5 weeks of explaining the same thing to different agents under a new ticket each time. They would credit the money back ( sometimes) and close the case. I would have to call back and keep telling my story over and over. After January I went to the community  and sent out a message asking for help. There was some noise from people on my behalf and other than that I don’t know how to my issue got fixed. You don’t want to lose your phone number just to stop payments.  I never did get a call saying that the issue was resolved. The issue went to some high level tech  people. The amount coming out of your account is ridiculous and public mobile keeps charging you because you can’t find  anyone from PM to fix it.  Human contact is sometimes needed. No one is listening. 

[dust2dust]

@darlicious- I think we'd really like to see the payment history from here too. But I'm not sure that will be forthcoming. It would only be for the last 6 months but still.

[darlicious]

@Janice_yunhan 

Oh my goodness! What a mess! Though very rare you are I think the fifth customer reporting this type of issue. This is some kind of glitch with auto pay or something there has never been an actual explanation for this very strange anomaly with auto pay I will pull up the other threads but maybe @Mimi33 will pop and share her experience which started with a 10 day US Roaming add on and then all hell broke loose in her transaction history.

@J_PM needs to weigh in to escalate the issue as long as that passes muster for another member here?

Edit:

Here is the post in @Mimi33 's thread that includes links to the other customers that have had this issue. Once you are in contact with customer support ask to be immediately assigned to a senior member of the CSA team who should be aware of the other customer's tech dept. tickets. They will be assigned to your case so you only end up dealing with the same CSA 90% of the time until it gets resolved. Report back if you continue to get poor customer support.

https://productioncommunity.publicmobile.ca/t5/Get-Support/No-One-Cares-At-PM/m-p/801713/highlight/t...

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.

[dust2dust]

@softech- I put the 10 days in only because we have heard of those happening. They may not all jive anyway. But it's there. Some of these are flowing nicely. Other than some gaps. Your theory is very possible.

[softech]

thanks for the summary @dust2dust 

I wonder if OP activated multiple accounts in the beginning ( error 821)

but there are some 10 days, really puzzle one those

or someone in the family used his CC to activate?

[dust2dust]

I figured I'd transcribe the images for everyone. There might be some gaps.

What a mess though.

Row	Taxes in	Base	Comment	Charge date	30 days	10 days
2	51.98	46		Jan 20, 21	2021-02-19	2021-01-30
3	33.90	30		Feb 10, 21	2021-03-12	2021-02-20
4	16.95	15		Feb 17, 21	2021-03-19	2021-02-27
5	51.98	46	30 days from #2	Feb 19, 21	2021-03-21	2021-03-01
6	33.90	30	10 days from #4	Feb 27, 21	2021-03-29	2021-03-09
7	33.90	30	10 days from #5	Mar 1, 21	2021-03-31	2021-03-11
8	33.90	30		Mar 2, 21	2021-04-01	2021-03-12
9	33.90	30		Mar 8, 21	2021-04-07	2021-03-18
10	33.90	30	30 days from #3, 10 days from #8	Mar 12, 21	2021-04-11	2021-03-22
11	33.90	30		Mar 15, 21	2021-04-14	2021-03-25
12	51.98	46	30 days from #5	Mar 21, 21	2021-04-20	2021-03-31
13	33.90	30		Apr 10, 21	2021-05-10	2021-04-20
14	33.90	30		Apr 12, 21	2021-05-12	2021-04-22
15	56.50	50		Apr 19, 21	2021-05-19	2021-04-29
16	29.38	26		Apr 30, 21	2021-05-30	2021-05-10
17	33.90	30		May 3, 21	2021-06-02	2021-05-13
18	33.90	30		May 6, 21	2021-06-05	2021-05-16
19	33.90	30	30 days from #14	May 12, 21	2021-06-11	2021-05-22
20	16.95	15	30 days from #15	May 19, 21	2021-06-18	2021-05-29
21	51.98	46		May 20, 21	2021-06-19	2021-05-30
22	33.90	30		Jun 10, 21	2021-07-10	2021-06-20
23	16.95	15		Jun 13, 21	2021-07-13	2021-06-23
24	51.98	46	30 days from #21	Jun 19, 21	2021-07-19	2021-06-29
25	33.90	30	30 days from #22	Jul 10, 21	2021-08-09	2021-07-20
26	51.98	46	30 days from #24	Jul 19, 21	2021-08-18	2021-07-29
27	33.90	30	10 days from #26	Jul 29, 21	2021-08-28	2021-08-08
28	33.90	30		Aug 6, 21	2021-09-05	2021-08-16
29	33.90	30		Aug 14, 21	2021-09-13	2021-08-24
30	51.98	46	30 days from #26	Aug 18, 21	2021-09-17	2021-08-28
31	33.90	30		Aug 31, 21	2021-09-30	2021-09-10
32	33.90	30		Sep 2, 21	2021-10-02	2021-09-12
33	33.90	30	30 days from #28	Sep 5, 21	2021-10-05	2021-09-15
34	33.90	30		Sep 7, 21	2021-10-07	2021-09-17
35	33.90	30		Sep 9, 21	2021-10-09	2021-09-19
36	22.60	20		Sep 9, 21	2021-10-09	2021-09-19
37	11.30	10	30 days from #29	Sep 13, 21	2021-10-13	2021-09-23
38	22.60	20		Sep 13, 21	2021-10-13	2021-09-23
39	11.30	10	10 days from #31	Sep 15, 21	2021-10-15	2021-09-25
40	50.85	45	30 days from #30 – maybe loyalty, 10 days from #34	Sep 17, 21	2021-10-17	2021-09-27
41	33.90	30	10 days from #40	Sep 27, 21	2021-10-27	2021-10-07
42	33.90	30		Sep 29, 21	2021-10-29	2021-10-09
43	33.90	30		Oct 1, 21	2021-10-31	2021-10-11
44	33.90	30	30 days from #32	Oct 2, 21	2021-11-01	2021-10-12
45	16.95	15		Oct 4, 21	2021-11-03	2021-10-14
46	33.90	30		Oct 6, 21	2021-11-05	2021-10-16
47	33.90	30		Oct 10, 21	2021-11-09	2021-10-20
48	33.90	30		Oct 10, 21	2021-11-09	2021-10-20
49	33.90	30	10 days from #44	Oct 12, 21	2021-11-11	2021-10-22
50	16.95	15	30 days from #37	Oct 13, 21	2021-11-12	2021-10-23
51	33.90	30	10 days from #45	Oct 14, 21	2021-11-13	2021-10-24
52	33.90	30	30 days from #39	Oct 15, 21	2021-11-14	2021-10-25
53	33.90	30	10 days from #46	Oct 16, 21	2021-11-15	2021-10-26
54	50.85	45	30 days from #40	Oct 17, 21	2021-11-16	2021-10-27
55	33.90	30		Oct 19, 21	2021-11-18	2021-10-29

[softech]

..or use this direct link

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

[dust2dust]

Do you see this little envelope icon in the upper right?

[Janice_yunhan]

 i don't know how to operate with it, if no one contact me I will go to the small claim court instead

[softech]

@Janice_yunhan As I said, open ticket again.  Monitor the Community inbox.  Ask them to escalate for senior staff to investigate. 

If in a week going nowhere still, yes maybe small claim court is the way.  

[Janice_yunhan]

No one answer me or said normal to me, so I never expect a solution here, I was planning to go the Small Claims Court after the last try here.

[Janice_yunhan]

First, I didn't find the issue at the beginning, and then when I found out I talked with the customer service, no response. There was no phone number or someone contact me.

I am trying to figure it out for a long time.

The customer service told me everything is normal/

My family had two numbers in public mobile, the other one was paid by quarterly and by different credit card. This one is a debit card, every deduction was true. 

[softech]

>I reported for several times. no response

@Janice_yunhan did you check Community inbox?  PM support replies you there and not email

Also , to be honest, you are responsible too.  The invoice shows your have the problem since Jan 2021 and it is now May 2022.  what have you been doing about this for almost 1.5 years ?

open ticket again, check Community inbox.  The charges are a lot, ask support to escalate to senior staff

[Janice_yunhan]

I reported for several times. no response.

[softech]

@Janice_yunhan

here is just the community and we are all customers like you 

but don't wait , open ticket with PM and get it sorted out 

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

[dust2dust]

Almost 4 months later!?

Have you been continuing to pay multiple times per month? What has happened after October 20th? Are you a customer here? Do you have other family using your card? Are you paying for multiple accounts? Is/are your phone number(s) from ON?

If you can, then we would also like to see your payment history in this account, not just your credit card side.

[Janice_yunhan]

[Janice_yunhan]

Hi I am not familiar with the community, I don't know how to hand in it, pls check my bank account, it was deducted  several times in one month.

[darlicious]

@CountyDownIeUk 

The OP checked in today at some point and has been a community member for over 18 months but nothing else makes since. The only add on that comes close to that price is the US 10 day Roaming add on of 250mb of data for $10. But they certainly are not recurring. The 30 day plan is a $10 basic charge so possibly a glitch of it being charged every 10 days as we have now very oddly seen can happen with the entire plan amount. But still the info and numbers certainly don't add up.

‎

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[CountyDownIeUk]

@Janice_yunhan 

I think this is a bogus (scam) post. 

1. Does not check CC or Bank statements for anomaly???

2. Add on is a two step...add money if not there....buy add on

3. Never heard of setting up a recurring add on

4. Lawyer for $2000???  If I recall Telus's policy is to only go back a couple of months for a refund. 

5. No replies from OP. 

[Community_QA]

@Janice_yunhan  my advise to you. Check your Credit card statement regularly!!

Don't call your lawyer, you already lost $2000.  you don't want to loss more on lawyer fees

[Anonymous]

 @softech : I don't remember hearing an update. Maybe there was.

[softech]

I have a feel she won't come back and that could be another Mystery of the Year

Btw, did the other person with the 10 days plan ever come back and update us?  I wonder if PM is kind enough to offer any compensation.  That was another BIG mistake.. big in terms of the amount involved  🙂

[Anonymous]

 @softech : I wonder if it's something like the 10 day plan customer not long ago. Which is why I asked for screenshots.

[softech]

I don't think she want any help here other than expressing her frustration.

Honest, paying  $2000+ year, close to $165 per month at least, while she has all the right to ask the money back if it is proven to be a fault on PM side, she still share a bit of responsibility for failing to catch this early..

[CountyDownIeUk]

@Janice_yunhan 

Gone awol?