@George40
Ok well that's kind of a good thing.....so have you been able to access your wife's account and update the card info there? If so in a weird way you have likely solved your initial issue.
To explain....
Basically pm has always been one email, one Sim card, one account. So normally once the email was used to create an account the activation portal would not allow a second account to be created using the same email (although an email address could be used). But your timeline of an in store activation also falls within the period of time that pm had removed one of the activation portal's failsafes that customer's complained about. This coupled with a poorly trained retail employee allowed for the activation of 2 Sim cards and accounts existing under the same email address. Since you never bothered finish it's creation by choosing a password, pin # etc... you never noticed that one of the accounts could not be accessed. If you had you likely would have blocked access to your wife's account.
The email can only have one password to access the self serve account. A second password creation would override the first blocking access to that account. But your credit card has been registered to pay both your account and your wife's? Or just yours? This is where I am questioning the support you have recieved from the CSA. Was it ever mentioned that your account and your wife's share an email address?
You require the help of a senior CSA or possibly a supervisor or maybe management since the introduction of eversafe has significantly changed the way accounts are created and verified and additional limitations have been put on the abilities of CSA's to access accounts and make changes on behalf of customers. Previously a CSA would need to create a new self serve account using a different email address that you would supply to them. A new 4 digit account pin # would be added and a password reset sent to you to create a password and so on.....not all of this can be done by CSA's with eversafe.
Obviously the CSA"s you have dealt with previously didn't recognize the signs that your issue was more than just an unfinished creation of a singular self serve account. Contact customer support and send as best of an explanation or better yet a link to this thread to explain the issue and ask for a senior CSA to handle your support request if they are not one as a senior CSA will know what can and cannot be fixed by them and who to talk to that can fix it. Otherwise there will be a lot of wasted time asking repetitive questions back and forth to just eventually get your support request escalated to the right department or support team member.
For good measure I will tag the community manager @J_PM to hopefully get their attention who may intervene to ensure your private message asking for support is answered by the right person capable of creating your new account with a new email address that is not your wife's and may or may not need to be different from this community account's email. So have an extra one up your sleeve to supply to the CSA if needed.
Use the link below to send a private message and include the info you supplied previously to support like your name and phone number to identify your "account", a brief explanation of the issue and a link to this thread for a full description. If you are struggling with the CSA to grasp the concept of your issue and require more advice post in your thread or even private message me for help.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
And here's the link to this post in particular but the CSA may need to read the entire thread.
https://productioncommunity.publicmobile.ca/t5/Get-Support/Account-creation-for-customers/td-p/10796...
Good Luck !
