plan for international calls

[kristinalynn]

my daughter Kristina is in the Dominican Republic and she bought an international calling plan. She is texting us that she has no cell service. She used my credit card to pay for this plan which appears to not be working. How do I get a refund? Please advise.

Thank you

[HALIMACS]

@kristinalynn 

Firstly, how is she 'texting you' - perhaps with iMessage or another web-based SMS service?

The information you've received is correct - Public Mobile services can ONLY be used in Canada, or the USA when a US Roaming add-on has been purchased.

As far as refund, you are likely to receive a credit towards the available balance on the account if you demonstrate to the Customer Support staff that you made an error based on an assumption of what International Minutes meant.  This credit will be used toward a future cycle renewal or add-on purchase.

It's likely they will accommodate the request given some customers confuse the add-on meaning they can use their device in the included countries.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here to create a support ticket, or, 
2. Send a private message to 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.

[maximum_gato]

@kristinalynn 

Officially there are no refunds at public mobile. However have your daughter contact customer support and explain fo them her honest mistake when purchasing the international calling add on. She can ask for a credit to her account that can be used for another purchase or for her next renewal. Then she will owe you the $15.

[hairbag1]

@kristinalynn 

doubtful if she'll get a refund as she obviously didn't understand what the add-on is...the International calling add-on is for use to call specific country's...while the call originates in Canada. Additionally, none of the add-ons include calls to DR.

Tell daughter to download the free voip app TextNow. She'll be able to select a Cdn phone number so she can call back to Canada, receive calls from Canada as well as send / receive texts too. TextNow uses wifi and she likely has free wifi available at most resorts, cafes and local hotspots.

[computergeek541]

Sorry, but there is no service there. Roaming is only available in the Unuted States. The internatiomal calling  add-on is only for calling specific countries while.the service is being used in Canada.