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Good Citizen / Bon Citoyen

Wrongly Suspended Account

@Moderator_Team 

 

I have sent two private messages to the moderator team and both have been ignored. The first was yesterday afternoon and the second was this morning. In the snippet I read, I think from your AI bot, it said moderators try to reply within a couple hours. Why am I being ignored? I wasn't rude or abusive in my messages and they don't contain any foul language so I don't understand why no one has answered me. I explained in detail that for medical reasons I really need my phone and yet I have been ignored!

 

I paid my 3 month bill in full on April 12th. It was processed to renew my account on April 19th and 20th. Now it says I am suspended because my bill was due May 23rd and I didn't pay it! As I said, I require my phone for medical reasons. I am very ill, I am on oxygen and I am a shut-in. I sometimes require an ambulance or to contact people by phone, my phone is my life-line - literally! There have been other serious complications caused by my phone being cancelled without cause and without notice, some of which I mention in my 2 messages to the moderator team. 

I get sent text messages about my bill all the time so why did I not get a text saying my phone was being unjustly cancelled without cause? Public Mobile cannot possibly expect me to pay a 3 month bill 2 months in a row! That is insane and it is wrong. I refuse to pay them another 126$ 1 month after I just paid it! Because my phone was shut off without notice I missed the delivery of my very important medications yesterday morning. I am terminally ill, I now have had no medication for the pain since yesterday morning and I hurt beyond belief. I have no working phone now so I have no way to contact anyone.

My daughter, who I live with is in Montreal and won't return until Monday evening. I assured her I would be fine because I could call someone if I really needed help, right? I thought I could anyway. You know, because my bill was paid in full and not due again until July. July! Not May.

I am going to stop now because I am in pain, I am frustrated beyond belief and I am angry that my phone got cut off for no reason and that on top of my phone being wrongly suspended, I get ignored when I try to report it and work it out. I sent private messages because I wanted to keep my business out of the main forum but what shame is there in dying, right? We all have to do it eventually. I plan to hold on as long as I  can but right now, with the pain so bad because I missed my medication delivery, well... (**EDIT**) ... it's hard to hang in there and stay positive. But I'll be fine. I always am.

Tags (2)
Mayor / Maire

Re: Wrongly Suspended Account

Hello @dovahlicious Just to let you know Moderators can take up to 48 hours to respond to your messages depending on their work load. If your wellbeing is tied to the phone line may I suggest you move to a provider which offers more comprehensive support services at a higher monthly cost.

Model Citizen / Citoyen Modèle

Re: Wrongly Suspended Account

@dovahlicious  Moderators seem to take anywhere from a few hours to a couple of days to respond. They've been quite backed up lately, so I'd say a couple days is much more likely. It's likely not that you are being ignored, but rather that your message just hasn't reached the top of the queue yet. Hopefully you hear back from them real soon. I know how much of an inconvenience it can be to have no service, especially for someone in your situation.



Good Citizen / Bon Citoyen

Re: Wrongly Suspended Account

Thank you @MandyJ . The AI said a couple hours but a bit longer if they were busy. I didn't think that translated into a couple days but now that I know that I will try harder to be patient. If my daughter weren't away this week it would be much less of an issue because I could get my meds and use her phone

I appreciate your kind and informative reply 《♡》.

Good Citizen / Bon Citoyen

Re: Wrongly Suspended Account

@GinYVR ... your passive aggressive reply didn't help me in the least. Some people are here because a higher monthly bill would be a hardship. While I am thankful that Public Mobile offers such low cost plans, perhaps they could get their crap together and not suspend an account that is paid in full and not due for another 2 months. Then I wouldn't need support of any kind right now.

I sincerely hope that you never find yourself in my position. Have a lovely Saturday evening. 

Oracle

Re: Wrongly Suspended Account

@dovahlicious 

Sorry to hear about your troubles.  Hopefully, moderator will respond to your request soon.  

 

If you want to try a few things, as community members and fellow customers, we can try to help you before moderator respond.  

 

For example, you can try the lost and stolen phone trick, which may help to reset your plan.  It does no harm to  your phone or plan.  It has solve many problems in the past.  

 

To report your phone  lost/stolen.  Login to your account.  Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab.  The choose Suspend Service tab.  Logout.  Wait few minutes.  Login in and report your phone found.  

 

If you don't feel comfortable, that is fine also.  Moderators will be able to help the best, but wait times are the issue.  

Good Citizen / Bon Citoyen

Re: Wrongly Suspended Account

@Dunkman  thank you for your kind reply. Your suggestion sounds kinda risky. What if it remains suspended after I choose found my phone and it makes it even harder for them to reinstate it?

Have you, personally used this technique before and had it work for you?

Oracle

Re: Wrongly Suspended Account

@dovahlicious 

If you don't feel comfortable, then don't worry about it.  

 

I have been lucky with Public Mobile as I have had no issues.  I have never needed to use this trick.  

 

However, I was one of the first people to discover the trick though.  It is basically one of the standard tricks that us customers have used to try to troubleshoot plans.  

 

I can't guarantee that it will restart your account/plan.  But, I can say that it will do no harm to your account or phone.  

 

Here is the original thread:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...

Mayor / Maire

Re: Wrongly Suspended Account


@Dunkman wrote:

@dovahlicious 

If you don't feel comfortable, then don't worry about it.  

 

I have been lucky with Public Mobile as I have had no issues.  I have never needed to use this trick.  

 

However, I was one of the first people to discover the trick though.  It is basically one of the standard tricks that us customers have used to try to troubleshoot plans.  

 

I can't guarantee that it will restart your account/plan.  But, I can say that it will do no harm to your account or phone.  

 

Here is the original thread:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...


@Dunkman  Thanks for discovering this 'trick', it really does help but after having to use it myself recently, I found that it needed the phone to be rebooted for it to complete, or maybe it was just necessary for my particular issue:), and I would just say to @dovahlicious it won't change anything in your account, but it's worth a try.

Oracle

Re: Wrongly Suspended Account

@dovahlicious No service after paying is the worst situation, especially when the moderators a slow to respond. 

I have two thoughts on your situation:

  1. For the immdiate future while waiting for the moderators to cure the problem consider trying an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi (or on cellular data). Even though I have never needed it in 4 years, it's my backup service for these situations.
  2. As far as switching providers goes, there are no guarantees. Even landlines are less dependable than I thought. This may aid your deliberations: https://productioncommunity.publicmobile.ca/t5/Getting-Started/100-SERVICE/m-p/183753#M33693

Good luck, hope it's resolved soon.


>>> ALERT: I am not a moderator. Je ne suis pas un moderateur.
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