There is are programming issue with Public Mobiles computer system online. The programming is also an issue with *611 and the SIMon chat. This problem is not addressed with CS_Agents as they have not been informed about the computer issues.
After going through four CS_Agents "The payment investigation has been successfully submitted to the payment department, this is your reference number 0*******7, this investigation can take 14-20 business days, they will try to contact you if is needed, also, if you haven't received a call or any type of refund, notification or anything similar don't hesitate to contact us."
Timeline of events
I changed my account plan December 2nd to update at renewal date December 19th.
December 19th the computer took my payment for the old plan at $35.
The system decided I was short for the new plan of $70 and suspended my account.
I received no warning or text information. Only texts were the standard one the day before payment saying there was not enough funds in the top up account, which I have never used. I have always disregarded with out incident.
I am in an isolated area with no service other than the *611. As one of you said the "perfect storm". Since I set everything up well ahead of time I believed I had done my due diligence.
I transfer repeated transferred random amount from my credit card on file. This is all *611 will allow you to do, a limitation of the program.
Screen shot showing all the payment that went through my bank below, Totalling $215.83 that is HST included.
Dec 20 my rewards were add to my account, excluding my AutoPay Reward.
Dec 21 the new plan amount of $70 was taken out of all the top ups leaving a balance or $90 on account, attachment below.
So now I have lost the $35 auto payment, have $90 sitting in an account I don't like to use.
Technically they owe me a refund of $125 plus HST.
I have repeatedly been through the chat with SIMon with no luck, again because of programming limitations. Finally I get to start a ticket and chat with an agent. This option didn't come up instantly, it took repeated try's.
I have chatted with no less than four agents and have and must now wait for them to investigate 14-20 business days, over the Christmas and New Years holidays.
CS_Agents:
They have limited information on their end to see. They can not see the that the old payment has beed taken off my bank. I supplied a screen shot and was still asked to call my bank and verify that the money was actually posted then report back to them.
They told me my credit card was not set up for AutoPay, when clearly it was because the old plan amount went through. I have not changed it and it still shows as active on my Public Mobile account.
I have learned about the glitch here in the community, thanks to all who helped. So when I first started communicating my lack of information did not help me explain to the agents. So for the most part they ignored what I was trying to communicate and offered a $90 refund. They keep trying to explain to me how I have only $90 available for refund and that they cannot refund the governments HST.
This ticks me off as they are absolutely incorrect about HST refunds. So I am trying to educate the CS_Agent about HST. I explain how the fact that they do not issue receipts showing the company HST number they are breaking the law. Now we are off topic and they are telling me that I was sent several warnings. I can only assume that since my account was locked and I could not receive or send anything that perhaps there messages were lost in the ether with all my other messages that I never received.
Now they are going to check the system to see if there is anything wrong with my account for receiving messages. This sound like they don't believe me and are threating to investigate to prove I am lying. Again with the AutoPay was removed and not active and telling me the old plan payment of $35 plus HST did not go through.
We are going in circles, and they are not listening or believing me. They are likely going through a set program on the screen and can not think outside the box. This is the limitation of the training.
New agent, again with the $35 charge never went through, my credit card AutoPay was not active. Asks for a screen shot of the banking. Yes they can put in a request for the $90 plus HST, it will take14-20 business days. Explaining how to look at my transactions on account. Shaking my head and getting more peeved.
New agent, has just read the last correspondence with the previous agent. How about reading all the correspondence and getting right up to date? This is where I get asked to call my bank and confirm that the payment of $35 plus HST actually went through. So I call the banks 1-800 and I am on hold for over 35 minutes to confirm. Next morning he has put in the payment investigation and now I wait.
I have done everything right, but lost my account for 2 days. Alone and isolated without access to information to fix things. I have done all the investigation to figure out what has gone wrong. Waisted my time, energy and data to do their job, and now I must wait 14-20 business days for them to catch up. I sure hope this post will help someone else.
edited by computergeek541: removed screenshot
