Hi ​@LLBrook 

When the port is completed, the phone number with the old provider should be deactivated automatically as it will get transferred to Koodo.

Are those charges with Public after the transfer to Koodo was completed or before?

The month charges from PUBLIC of $36.75 were charged the day after the Phone was switched over (and activated) on KOODO

Got it!

In this case, you’d need to get in touch with Public regarding the charges incurred after the transfer date.

That is a problem, as you cant ever talk to someone from PUBLIC (only bots). Also, I was assured by the KOODO rep that this wouldnt happen. 

PUBLIC mobile will not credit the visa transaction even though the service for that month was never used. I was assured by the KOODO rep that this would not happen, as she was doing the porting herself and the account would not be associated with a phone. I was told by the KOODO rep that PUBLIC could not legally charge for a service they werent providing… but they are.  Koodo could/should credit my account for the 36.75 as this issue was something promised would not happen by their rep.

KOODO and PUBLIC are from the same family, TELUS. I cant believe that this small issue cant be resolved . I’ve already wasted more than $36.75 in time. Also, I cannot reach the Telus store in marketmall Calgary to talk to anyone. It is making this really difficult to resolve.

So a Public Mobile rep got back to you and said they will refusr to credit the charge?

To add to the others, even though they’re under the same umbrella the companies operate separately in regards to billing. So if you have an issue with Koodo, you deal with Koodo not Telus or Public. If you have an issue with Telus, you deal with a rep from Telus etc.

At the store level they’re only a sales team. They have no ability to credit any money back to a card for Public as that is out side of their scope of responsibilities. They’re only instructed to sell the sims, not even setup the service as it is entirely self serve.

Your best best bet is to reach out to Public Mobile again as it is not a Koodo issue, it is a Public one even though you were misinformed by a Koodo rep. You were charged by Public Mobile for the prepaid subscription service, not on the Koodo side.

Yes, I am being made aware of this. The PUBLIC subscription kicked in within hours of the porting happening. Bottom line is that I am being charged for a service that was not provided.  How knew that getting a small $36.75 credit for services not provided would be such a hassle

Yes, the PUBLIC rep said they WOULD NOT credit this amount billed for services they didnt provide

They’re being difficult about it because due to Public Mobile’s service terms, they do not refund any remaining balance once it is purchased unless a voucher is bought from a 3rd party then it is up to the 3rd party. This is also prob why the rep denied the refund as its per their policy. This tends to be the case for most prepaid services. It sucks, but I don’t think you’re getting the money back based on the link below under “Ending Your Services with Public Mobile.”

 https://assets.ctfassets.net/xe7doznj0dju/1TbtVZv98kU1gWD5orA57y/01760196e6adec864609b1ac5e7ee2d0/Public_WebPolicy_ServiceTerms_EN_April_2023.pdf

Did you complete your transaction at a Telus store with a Telus store rep?  Or was it at a Koodo store with a Koodo rep?

Yes, I completed all the documents at the Telus store. The Telus rep assured me as THEY ported my phone in the store to KOODO that this could not happen. The phone was no longer connected to PUBLIC so they could not charge for a phone they were no longer servicing. I guess the reps need more training so they dont make false promises :(

You need to go back to the telus store then.

If it was a Koodo store they would not have access to your Public account.

But at Telus they might have access to make this promise to you

Thank you