Telephones
Public MobileThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
23/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I require annual invoices for my mobile charges for work. Public mobile failed to provide me with an accurate invoice, persistently including one with GST though I live in New Brunswick and only have paid HST tax with these payments. The business does not try to resolve the problem due to their lack of customer service.Initial Complaint
09/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My minutes Expired May 4, 2024. I May 6 I put $70 credit by voucher on the phone It doesn’t work. I have a $50 plan and the phone was saying that I only have $48 so I put another $20 on the phone and it still says the phone is suspended and I’m not getting any service. I want to be Refunded the total of $90. ******* ***** ******** ** *** **** *** **** *** **** ***** ** *** ******* * **** ** ** ** ******* ********Initial Complaint
07/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Public Mobile charged my credit card without my knowledge when I already had paid my monthly January bill on January 18th. When I am asked them to refund the extra money which they charged on January 19th, they are informing for another charge just to refund the unauthorized money they took from me even though it is more than two weeks from today.Initial Complaint
28/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
i ported my phone number ********** to another provider. public mobile refuses to provide a pro rated refund of the left over time i had **** ****** ********* **** ***** ******** **** **** *** ********Business response
04/12/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
As clearly mentioned in our service terms, there are no refund issues for unused service.
Best regards,
Public Mobile
Customer response
04/12/2023
Complaint: ********
I am rejecting this response ******** **** *** ***** ***** ***** ******* *** ***** **** ****** *** ** **** *****
Sincerely,
******* *********Initial Complaint
15/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I paid $50.85 to Public Mobile on Nov. 1 2023. My services were cut off on Nov. 5. I tried relentlessly to log into my Public Mobile account and seek help. I was informed through Public Mobile that I had unauthorized access. I could not call and speak with anyone because apparently that is not part of their service. They informed me through the limited access I received, I had to put in a "ticket" . Which I wasn't able to do because of "unauthorized access" I have since went to a new provider which cost me an additional $112.00 . * ** ******** *** ****** ****** ***** **** **** ** * ********* ****. I would like you to help me retrieve at least the $50.85 **** ****** ****** ***** **** **. Thank youBusiness response
04/12/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
When the client signed up, he was aware that public mobile does not have customer service and all inquires or transactions have to be completed on their self-serve account or the community.
Best regards,
Public Mobile
Customer response
04/12/2023
Complaint: ********
I am rejecting this response because:
I could not access my account or any type of community help. The system wouldn't even let me log-in to my account. I lost all of my phone's capabilities such as data, text, phone, etc. * *** ** *** * *** **** **** ** ****** ****** ******** **** ******* ***** ** ******I would like my $50.85 returned.
Sincerely,
***** ****Initial Complaint
12/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Public Mobile does not have a functioning website, app, or help chat. There is no way to get any product support or even cancel my subscription. All the login options result in a bad gateway/404 error and the My Account page is unreachable. The chatbot runs in circles and when you request a real agent you get a 404 error. My cellular coverage cut out and has been gone for over a week and I'm not able to reach them at all to try and diagnose the problem, or even to just cancel my account. I'm paying for a service that is not working.Business response
24/10/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
The client was able to get in contact with Public Mobile on 10-19-2023 and his concerns were addressed.
Best regards,
Public Mobile
Initial Complaint
30/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I was previously a customer with Public Mobile, I temporarily held a prepaid cellphone with them in 2021. When I no longer needed the phone I canceled the account. I now Purchased a phone plan with Public mobile for my son on August 16th, used the same email address that I had used for my previous Public mobile account, the " new" account was created and I was able to activate my sons phone with his phone number and pre pay for the first month service. I then received an email from Public Mobile verifying my purchase. I then tried to log back into my account, and came to a verification screen saying a new subscription has been added to my account and a verification code will be sent to the phone number associated with the account. Now here's the problem they are sending the verification code to the old phone number from 2021. As this is no longer my phone number I cannot retrieve the verification code and can't access my account. I immediately contacted Public Mobile's customer support on Aug 16th and informed them of the issue. After multiple follow ups a ticket number was created (**********). They confirmed the issue is on their end and is being investigated. It's now been 2 weeks and there's still no change. My son, to whom this phone belongs, is away attending college out of the country and I'm worried if this isn't resolved and I don't get access to the account before the month is up, I can't pay the bill so the phone will get cut off and I will lose contact with him. This is unacceptable and I'd like this resolved asap. Here is a quoted response from Public Mobile. "The ticket number ********** is still being investigated. Our colleagues have advised us that the issue will be resolved with a system update. I am really sorry for the inconvenience and we hope to have this resolved as soon as possible. " I have paid for a service that I haven't been able to access for half the time of the total contract.Initial Complaint
28/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I pushed a plan and a sim card form public mobile however I haven't been able to use it and the simcard is coming in 7 days, I wanted to cancel but they're is no way to do so also they have no customer service number and there chat is only a bot. I paid 29$ and 11$ for sim card as of now I am going with a different providerBusiness response
07/08/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
We have requested to refund the client.
We consider this matter as resolved.
Sincerely,
Public Mobile
Customer response
08/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
03/04/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I was planning to buy a plan from Public Mobile, it was a $15 plan for unlimited calling and texting along with 250 MB of data. I bought a SIM from them and when time came to activate my SIM, I was on the choose plan page but instead of showing unlimited calling and texting on the $15 plan it said 100 minutes of calling. On their main shop plan page, it shows unlimited calling and on the page when you activate your SIM, it says 100 minutes of calling. I contacted Public Mobile Support team, requesting to give me that plan with unlimited calling and texting instead of 100 minutes and they **** saying that this plan does not exist and there are no errors on their website. I even sent them a screenshot but they are disregarding it ** ** * ** *** *** *** ** *****. All I am asking for is to allow me to get that plan ** *** ******** ***** ****** ***** ******* and give what was stated on the website instead of saying "there are no errors on our website". I checked with multiple devices and different browsers, all of them show the unlimited calling and texting plan (250MB of data) for $15. * **** ******** * ********** ** ****Initial Complaint
20/03/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
Approximately 7 years ago I signed up with a Public Mobile phone plan. It was a monthly pay as you go plan and gave me 5 GB of data per month, unlimited BC calling and unlimited texts. It was $40 a month but if I paid quarterly in advance they gave me a small discount on my monthly rate. My plan is from the 15th to 15th of each month. I have been extremely happy with the service provided and have recommended them to multiple friends who are now Public Mobile customers. Public Mobile even gave me a loyalty bonus of 1GB a month ( total 6GB per month) My last quarterly payment of $120 (3 x $40) was on the 15th Feb that runs until 15th April. Public Mobile are now telling me I have a 3 month plan that only has 6GB which was all used up in less than 2 months leaving me with no data. After getting nowhere with Customer service I was told a supervisor would be in touch within 24 hours which has now long passed. Please help me to resolve this issue. Regards, **** ****Business response
26/03/2023
Dear BBB,
Thank you for bringing this clients concern to our attention.
The client has spoken to Public Mobile and was provided with a better plan.
We consider this matter as resolved.
Best regards,
Public Mobile
Customer response
26/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
**** ****
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
84 total complaints in the last 3 years.
29 complaints closed in the last 12 months.
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