Zero customer service help

[Optimus99]

Locked out of my account and the customer service rep says there was a chargeback issue, whatever that is.  I did have an issue with my credit card last month, but that's all straightened out now.  Rep replied with one message and wont respond further when I asked for clarification.  He said my online account is suspended for a year and I can only pay with prepaid vouchers, absolutely insane.  I cant even get into my account to look at these things because they have me locked out. What do I do???

[Optimus99]

Thx. I bought the voucher through musk bird an hour ago but account still not working. Hopefully I can get a rep to activate it today. 

[Phil_Adelphus]

@Optimus99  If you can't load a voucher by *611 or the toll free number or maybe a payment through something like muskbird I would open a ticket with support and ask them what you are supposed to do about that.  If your account is not active you can't port out the number to another carrier either so the voucher issue needs to be resolved. 

[Optimus99]

Thx for the suggestions but neither number will work.  

[slusagm]

from what I understand, you won't have access to My Account for this year, everything has to done via support agent by ticket or direct message

you might be able to load your voucher using *611 or by calling 1855-4PUBLIC

[eddieO]

They definitely have made things more difficult. Unless anyone else has any suggestions I think you will need to create another ticket 

[Optimus99]

When I try to log in it says Unauthorized and that, for security reasons I cant log in at this time.  How can I fix anything if I cant log in

[eddieO]

@Optimus99 I would try opening another ticket to see if you can get a different (hopefully more understanding) agent.

If you dial *611 are you able to get account information? If so, you can enter voucher information that way 

[BKNS27]

@Optimus99 

Unfortunately, the only time members have to pay with vouchers for a year is because they disputed the charges with their CC company.

[slusagm]

voucher the only way, as customer and always reverse a credit card charge.  Honest, it is like that because the "trust" is broken

[Optimus99]

Yes I agree. Been with them a while, as is my wife.  You would think that it wouldnt be 1 strike and youre out, especially when it was out of my hands.  I would love to talk to a supervisor, but I cant even get the rep to keep talking

[Optimus99]

Thank you for the response. I honestly wouldn't care about using prepaid vouchers. I just cant get in my account to figure out how to do that

[Sansan]

@Optimus99  uh oh, doesn't sound good.

I've always heard that they are strict with chargebacks  but never seen anyone confirm it. 

You should still have access to the account.  How else can you make plans changes if you need to? Do you know your account number? That will be needed to port out should you need to. I would message them again and ask them to unlock. 

Also, how would you apply the pre paid vouchers without account access?

PM, Koodoo and Telus are the same company so if you are planning to leave, I wouldn't look to those two either. 

Good luck.

[eddieO]

Hey @slusagm, do you know if in this situation are customers able to make manual payments with their cc or are vouchers the only way?

[Chalupa_Batman]

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@Optimus99 wrote:

Locked out of my account and the customer service rep says there was a chargeback issue, whatever that is.  I did have an issue with my credit card last month, but that's all straightened out now.  Rep replied with one message and wont respond further when I asked for clarification.  He said my online account is suspended for a year and I can only pay with prepaid vouchers, absolutely insane.  I cant even get into my account to look at these things because they have me locked out. What do I do???

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Sadly those are the rules here at Public Mobile. However, if you can explain to them what happened to your credit card, there should be some sort of common sense used. If they refuse to budge, purchase a voucher to cover one month and then port out of here if you want to keep your number. Not everything is cut and dry in life. Yes rules are rules however common sense has to be used by agents to determine a proper outcome. Especially if you've been a customer for some time. If a short time, then you have no standing. You are permitted to have it escalated to a supervisor as well if you're not happy with the outcome.

[eddieO]

@Optimus99unfortunately the agent is right, you cannot have auto pay for 12 months but you should be able to access your account 

What message are you getting when trying to log in?

[slusagm]

it got suspended for credit card  payment for a year because of the credit card charge back.  It is common practice for prepaid providers.  Nothing much you can do unless you move to postpaid service