someone else is using my email account on another public mobile account?

[ctrller]

perhaps someone can assist?

i have a public mobile account that i opened for my daughter a few years ago and opened using my email address.

when i tried to change the email address to my daughter's email address, i was told by the CS that the email was already in use with a different public mobile account.

This is not possible as she does not have nor ever had another public mobile account or account with any cell provider and having gone through her email, she has never received anything from public mobile regarding an account activation.

any solutions or suggestions?

[softech]

---

@ctrller wrote:

turns out that the cs agent miscommunicated the information to another cs agent and the issue has been resolved.

thanks to all for their input and help!!!!

---

Happy that it got sorted out.  check the Security Question in My Account and make sure you able to answer it.  If you miss forgot the password again, you can reset it yourself with the answer to the Security question

[Anonymous]

I just had a recent experience with what was probably a new CSA. An old timer stepped in and everything got sorted out... and then some. Took a couple days though.

So yes, if you're not satisfied with replies or you're being misunderstood...escalate. The old timers know what they're doing.

[esjliv]

@ctrller  my guess is, that the CSA you were dealing with messed up.

Glad you went back to them to get it sorted out.

[Anonymous]

@ctrller 

you're welcome,
glad to hear that,

enjoy your service...

[ctrller]

turns out that the cs agent miscommunicated the information to another cs agent and the issue has been resolved.

thanks to all for their input and help!!!!

[ctrller]

will try this route.

sent in a request to reset the account and i'll see what happens! thanks for the suggestion!

[Anonymous · Accepted solution]

@ctrller 

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[softech]

@ctrller try using forgot password link.. enter your daughter email and see if you can answer the security question 

[t_p]

---

@ctrller wrote:

perhaps someone can assist?

i have a public mobile account that i opened for my daughter a few years ago and opened using my email address.

when i tried to change the email address to my daughter's email address, i was told by the CS that the email was already in use with a different public mobile account.

This is not possible as she does not have nor ever had another public mobile account or account with any cell provider and having gone through her email, she has never received anything from public mobile regarding an account activation.

any solutions or suggestions?

---

@ctrller 

If you've already contacted CS and were told the email is no good, there is not much you can do but use another one. You can use aliases if you want, so communications from PM will go to the main email account.

[CountyDownIeUk]

Create or decide to use another email account. Contact a CSA and assign a new email to YOUR account.