Saturday April 15, 2023.
On July 13, 2022 PM proudly announced the self-service update: "Your Public Mobile experience just got an upgrade."
Since then, customers are forced to register a bank card to make a payment without being able to delete it like in the old system. Customers are obligated to contact support to request deletion of bank card informations.
https://www.publicmobile.ca/en/qc/get-help/articles/update-or-remove-your-payment-card
I have 2 accounts, so twice a month I have to write to customer support, wait for their response, check that the task has been completed. When the agent does not respond us in an expeditious manner, that he has no prejudices, and that he has been adequately trained. The other possibility is to pay with a payment voucher. I used this method for a while but I prefer to pay with a credit card without going through an third party.
Telus chose to force customers to leave their bank card informations in their database. This very sensitive data that can give you big headaches in case of theft. It's a big mistake to no longer allow customers to delete bank card informations. Leaving our bank card informations on a server should remain a personal choice and not an obligation. I have never authorized Telus or its affiliates to retain my bank card informations beyond the transaction.
If you have any doubts, I invite you to read "SIM Swap Fraud"
https://www.publicmobile.ca/en/qc/get-help/articles/sim-swap-fraud
Depending on the case where someone loses and/or has their cell phone stolen, it is very easy to take possession of the self-service account by requesting a reset of the account password. Test it!
Since the update, I can no longer pay easily.
Since the update, I cannot enter the name of the city where I reside.
I contacted the service to mention these problems, many customers surely did the same. When the agent does not respond to us in an expeditious manner, that he has no prejudices, and that he has been adequately trained. And given the number of complaints, a quick self-service update is long overdue.
When a person becomes the target of scammers, then we understand the meaning of security negligence. Think about how you would do in the situation where someone takes over your customer account with your bank card on file. Whoops!
To understand, you have to be open and this openness allow you positive change.
What do these billionaire companies understand? That we are bank accounts? They offer us a bonus for registering a bank card. For what purpose?
Each telecom network has created subsidiaries to access different range of customers. A popularization would look like this.
Mother network: spend a lot on what you may not need.
Intermediate subsidiary: spend less but watch out for surprises.
Prepaid self-service subsidiary: spend less but we prefer that you look above.
We pay less because we use a self-service platform that empowers customers. If this platform is not up to the said service then Your Public Mobile experience just got an downgrade.
It's more than high time that all of this change for the better for everyone.
Cordially.
Marc
