receipt issuance

[amitoh]

Hi

Currently, in order to get receipts for your payments, you have to send a message in the forum which is in itself not convenient. The best thing would be to add a button for it as a self-service option, but knowing public mobile this is not going to happen which leads me to my next suggestion.

In the past, when I wanted to issue a receipt I would send a message in the forum to the OPs which in turn would ask me to verify my account and then would issue the receipt and send it to my email. not the best process but manageable.

The last 2 times I tried to issue a receipt, after validating my account by logging in to it, I was asked for the following information:

1. First and last name
2. The PIN for the Public Mobile account

3. The last phone number that you called or sent a text message to

4. Complete address and postal code

5. Preferred language

6. The months and the year for the invoices needed

7. The email address

most of these appear in the "My Account" section after you log in. the only one that is not there is PIN (or is it?) which I had no idea about and told the OP that. They then asked these questions instead:

-Last top-up amount and the date
-Last four digits of a registered credit card
-Account number
-Last add-on purchased and the date

The answers to all of those can be found under "My Account" when you log in.

My question is why did I have to go through this tedious ping pong of questions when the first step I did was to verify that I can log in to the account (giving me full access to the "My Account" section)? Is there any logic that i'm missing?

Thanks

[esjliv]

@amitoh  this does quite seem like a hassle for sure. 😣

If you manage your account (and other PM accounts) through Self Serve, I was always of the mind that a simple 'cycle' statement should be available to the members.

It is kinda of the 'horse-before-the-cart' problem, to be most efficient (and self managing), our provider could provide a simple statement option, where-by us members would reduce the need of correspondence to PM's customer support team.

But, so-far, this objective has not been a priority of PM, and continues to circle in this current in-efficient way. Working in a much more REACTIVE way, rather than proactively.

Maybe @mimmo can poke the right channels.

~~Keeping beating that drum~~

[mimmo]

@amitoh   thanks.  that is so strange.  I was pretty sure it would let you submit a ticket before.  Will tag the PM team and ask for clarification.

[amitoh]

@mimmo I did it by sending a PM but simon is no help either, this is the response for requesting an invoice:

If you need a prepaid invoice sent via email or mail, please contact us and include the following information:

14-digit account number

10-digit phone number

Your 4-digit security PIN

Requested payment month/year(s)

Invoice delivery option:

•    Email address:
•    Billing address:

To verify your account, please also include: what is the last number you called or texted?

[amitoh]

2 points here:

1) it's just receipts who cares who sees them?

2) in any other normal service (Amazon, eBay, etc) you would have a download receipt button under "my account" that wouldn't require you to jump through hoops.

    As far as I know Public Mobile is a mobile plan provider and not the pentagon. this level of security is ridiculous, it's like putting your lunch in a guarded safe. It is just putting more pain on the customers.

[mimmo]

@amitoh   yes it is cumbersome and a download invoce has been asked  for many times.

did you go through simon (chat bot) to request your invoices? or through the forum via private message ?    

in perfect world subitting tickets through simon should automatically verify you as the account owner and you should not need to go through the vertification process a second time.

but things here don't always go as they should...

[softech]

@amitoh   Security is important, especially with PM support is all online.  I rather safe than sorry..  Yes, some questions are dumb and should be asked.  But they should think of other questions .. not just taken take away.  You certainly found the issue here, but I think simply suggesting PM to shorten it without looking for better protecting customers is not the way to go.

Again, PIN is a good one, and because you cannot provide them the PIN to identify yourself,  they should ask a question that is not found on My Account.  Maybe some details should be hidden on My Account so even the account was compromised, the hacker won't get a hold of the answer.

[amitoh]

you got this the wrong way, I don't care about security, I'm trying to suggest a way to shorten the process of receiving receipts by avoiding dumb useless redundant questions

[softech]

@amitoh   Yes, in other word, if your My Account is compromised,  it could be quiet a disaster.

I guess PIN is the only thing that is not found on My Account, but with you not able to provide the PIN, there is really no other 'hidden:" info they can ask.  In this case, probably a email or SMS validation should be used.  But again, this is related with 2FA and only since a month ago PM starts using 2FA for SIM swap request.  I guess it can be extended to other purpose but it probably have a bit of work for them.