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Customer Complaint.

dwseabrook
Great Neighbour / Super Voisin

I have been with Public Mobile for over a year and had set up auto pay with ZERO/NEVER missed payments. My card on-file was compromised sometime in the last few days therefore I am assuming the payment did not go through. This morning I receive a txt by Public mobile that my phone had been deactivated. NO NOTICE NO CALL NO NOTHING. You deactivated my phone and then gave me notice. I couldn't call you at @611 because my phone was deaactivated and I couldnt use my internet because to get into the mobile app because the phone was deactivated. I then went to a library to try and log on to the site and couldn't get in because it said my account was deactivated. I then walked to a shoppers drug mart and bought 2 public mobile gift cards and walked to a public phone because my phone was deactivated and called *611 to use the gift cards to reactivate my service. I am generally not a complainer and stuff happens BUT this was to much. Never missed a payment and you deactivate my phone without any notice. This all took over 4 hours. I tried everything. I am on the verge of cancelling my account. In the meantime I missed several calls for  work and a lot of response needed email because my phone was deactivated. What are you prepared to do about it ???????????????? Your system in my opinion is very flawed !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!. 

Seriously

12 REPLIES 12

esjliv
Mayor / Maire

@dwseabrook wrote:

I have been with Public Mobile for over a year and had set up auto pay with ZERO/NEVER missed payments. My card on-file was compromised sometime in the last few days therefore I am assuming the payment did not go through. This morning I receive a txt by Public mobile that my phone had been deactivated. NO NOTICE NO CALL NO NOTHING. You deactivated my phone and then gave me notice. I couldn't call you at @611 because my phone was deaactivated and I couldnt use my internet because to get into the mobile app because the phone was deactivated. I then went to a library to try and log on to the site and couldn't get in because it said my account was deactivated. I then walked to a shoppers drug mart and bought 2 public mobile gift cards and walked to a public phone because my phone was deactivated and called *611 to use the gift cards to reactivate my service. I am generally not a complainer and stuff happens BUT this was to much. Never missed a payment and you deactivate my phone without any notice. This all took over 4 hours. I tried everything. I am on the verge of cancelling my account. In the meantime I missed several calls for  work and a lot of response needed email because my phone was deactivated. What are you prepared to do about it ???????????????? Your system in my opinion is very flawed !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!. 

Seriously


@dwseabrook 

 

Was your renewal due today? If so, and you have no services, than is sounds like an Autopay failure.

  1. Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
  2. Go to “Plan and Add-Ons” TAB
  3. Select "Lost/Stolen Phone" TAB
  4. Select "Suspend Service" BUTTON
  5. Then, Select Resume/Reactivate Service
  6. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

And, also ensure all rewards were or will be provided to you.

 

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

esjliv
Mayor / Maire

@dwseabrook 

If your renewal was not due today, try one or more of the below:

 

*turn off your phone, leave off for a minutes, then reboot                                                            

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reset network settings

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

S--S
Mayor / Maire

@dwseabrook 

very important to do, i suggest you close all Browser and do clear cache and cookies for any Browser,

and try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

 

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

 

and go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$ !

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra

7. Tax: will collect automatically,
8. Click ‘Submit’,
9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

 

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,
and for next bill cycle the will take it from there automatically,
 

and if still not fix it follow this,

  1. Add Funds to your Plan Amount through Self Serve  
  2. Go to “Plan and Add-Ons” TAB
  3. Select "Lost/Stolen Phone" TAB
  4. Select "Suspend Service" BUTTON
  5. Then, Select Resume/Reactivate Service
  6. Reboot your phone.
  7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

 

and if still not fix it please you Have to Contact Customer Support Agent by  ,

Explain your issue they can solve your issue, they are nice service Team the will help you 100%.

 

Here’s how to contact Customer Support Agent by CS_Agent,

  • you can send a private message to Customer Service by CS_Agent, by Click Here link
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number, 
  • your phone number,
  • your account 4 digit pin,
  • your Email address,

      

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

@dwseabrook 

From the sounds of it you have reactivated your service? You said your card was compromised. Do you mean from an outside source or do you mean you are assuming this because your autopay failed?

 

Edit:

I have reread your post....maybe you are still without service?

dwseabrook
Great Neighbour / Super Voisin

Outside source, resulted in cancelled card resulting in non payment. My point is if you had called text emailed prior to deactivating account I could have taken action. Public mobile deactivated and then told me. On top of that my track record for payment was flawless. Yet you chose to deactivate and then left me basically useless

dwseabrook
Great Neighbour / Super Voisin

No, as per my community complaint as per Simons instructions. I purchased a public gift card and reactivated my phone at *611. My phone now has service

z10user4
Mayor / Maire

 @dwseabrook : Wait...are you saying it's been over 4 months since you last paid? If not...

 

Yes, you're right, customers aren't warned that they're now suspended other than after the fact. You should have got the "heads up" text that your plan was expiring shortly. Like 2 days ago. At that time you could have updated your card.

 

You should be able to call 611 from the phone with the PM SIM in it. That might be an assumption you made that you thought you couldn't.

 

The only way your account would be deactivated for login is if you haven't paid for 4 months. You would have received texts at that time too. Otherwise maybe you were locked out for wrong credentials.

 

You can't call 611 from just any phone to get in to your account. You _can_ call 18554public though. But you can dial 611 using the phone with the PM SIM in it while under suspension.

 

Edit: This is a prepaid service. If you don't pay, you don't get service. Think of it as a revolving 30 day contract. You agree to pay, they agree to provide you service. No pay, no get.

hTideGnow
Mayor / Maire

@dwseabrook   Just want to confirm you have the service now with the same number, right?  If that is the case, You service was in fact suspended and no cancelled.   

 

 PM is prepaid, you add fund before the due date to avoid service interruption.   Usually Autopay will take care of this.   Because your credit card was compromised, then Autopay failed and your service was suspended.

 

Unlike postpaid service, prepaid service won't let you continue to use the service without payment in the beginning of the cycle.  It is a bit trouble.  But the good thing is that you pay what you need, no surprise billing and not ridiculous interest rate.  Postpaid service will let you continue using the service, charge you high interest, and at some point will send your file to collecting agency.  

 

Your situation is just unfortunate because of the credit card issue.

popping
Oracle
Oracle

@dwseabrook 

I think there is a confusion on the wording...  Don't assume that your account was deactivated yet.  We need to know what exactly happened.

 

1.  Please post the content of the text message you received this morning?

 

2.  Can you login to your self-serve account at the library?

If yes and your account status is expired or suspended, your renewal did not went through.

If no, what is the message you got from PM server?

 

Need Help? Let's chat.