Suggestion for the recent credit card payment errors

[imm1304]

As I have been active recently on the Community forums, a common and very frustrating error that is being reported by new customers is that after attempting to pay with their credit card, the system gives and error, leaving them in a limbo.

I would like to suggest that Public mobile dedicate one person in the back office to address this issue until problem is fixed.  

The employee should track all new activations, and as soon as this error occurs, public mobile can message the affected customer to simply acknowledge that they have a temporary technical difficulty which they are working hard to fix and an employee will activate the account and send a welcome message soon (hopefully within hours, depending on the volume).  

This would put the new customer at ease. 

[deltatux]

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@imm1304 wrote:

As I have been active recently on the Community forums, a common and very frustrating error that is being reported by new customers is that after attempting to pay with their credit card, the system gives and error, leaving them in a limbo.

I would like to suggest that Public mobile dedicate one person in the back office to address this issue until problem is fixed.  

The employee should track all new activations, and as soon as this error occurs, public mobile can message the affected customer to simply acknowledge that they have a temporary technical difficulty which they are working hard to fix and an employee will activate the account and send a welcome message soon (hopefully within hours, depending on the volume).  

This would put the new customer at ease. 

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This definitely needs to be addressed, I'm kind of wary about this when I get my SIM card. Would not like seeing a charge stuck on my account at all.

[KDnuni]

Wondering how organization structure is at Public Mobile. Could be that all of these technical issues have be solved by someone from Telus and Telus may not put PM high on their priorities.

[NDesai]

Yup needs to address this asap. It is very frustrating if payment went through but service is not set up.

[makkahn28]

PM needs to expand the Payment options so ppl can have numerous ways to pay, and have contingencies for backup emergencies 

[jackd]

 Yes, it's absolutely necessary. I had mine register fine yesterday, but when tried to register my wife's I got all kinds of CC issues with all my CCs, it made me think that maybe PM does not allow same address to have two lines? otherwise doesn't make sense

[TroyDaBes]

I definitely agree with this. There's quite a lot of people complaining with this stuff. This was also my fear when I first registered with PM. Thankfully, it went smoothly. Customer service is definitely the biggest drawback of PM. Hopefully they will addressed this issue. 

[frozenfile]

hi guys i got my sim card and was wondering if i should wait..

i plan on activating with my debit visa.... will there be issues?

[Martin]

Hello,

Since the servers are overloaded and thus often dysfunctional when many people are using them, now is the best time to activate, assuming that the servers are functioning properly. When using a credit or Visa debit card, remember to enter the information as it appears on your monthly statement, CHARACTER FOR CHARACTER, SPACE FOR SPACE.

Welcome to Public Mobile!

[ChrisFern]

Be careful if the transaction error occurs saying "your credit card provider has stoped the transaction please call them" them dont retry. They payment has gone through, but SIM was not activated properly. If you do try again you will be charged multiple times. For example I am in the process of trying to get my 4 attemps refunded. Still have not heard from them. 

When regarding refunds or money they should really have a filter set up to catch and prioritize these emails. I'm looking at a 480$ bill and nothing to show for it. Its been 2 days now and I have yet to get a response. 

Also people coming from Telus or Koodo might be having more of a issue due to porting of numbers. I know that when you try and port your number from a provider that uses the same network they can't do it due to some lame excuse of "they need to cancel your account to recreate it on the same network" bull crock. Anyways, when they cancel your number you lose ownership of it and for some stupid reason cannot get it back. Silly I know, but seeing as how PM and koodo use Telus's network I assume that all these problems are due to that. 

[leungd4]

Hi Public Mobile,

I have given you my credit card and options for setting up my cell phone number.  Unlimited text, talk in province and 1 gig data.  Your system is saying that I do not have any moneys to use the services.  I am a first time client and not satisfied at all with the service.  I have sent you messages and no replies to help me fix this problem.  I will be going through with cancelling my services through my credit card provider, unless Public Mobile can fix my problem.

Regards.