Commission for Complaints for Telecom-television Services

Re: Re: Re: COMP-01407915-PT - Complaint Accepted CCTS:[number]

Hello,

Public Mobile has put the mechanism of this complaint in writing. I ask the Commissioner to obtain the records behind it under section 15.1(b).

Public Mobile Escalations wrote to me on 16 September 2026: "if a port in to Public Mobile fails, in certain circumstances we will change the phone number in our system, because otherwise it will show active with both Freedom and Public Mobile". The same message states: "If the port failed, you would have continued to have service with Freedom."

Public Mobile changed my line to a service number ending in 530. By its own description that change follows a failed port. The port of 31 July 2026 failed. Public Mobile acted on the failure, sent me no notice of it, displayed the service number in my account as my Current Phone Number, and charged $24.86 for the cycle of 31 July 2026 to 30 August 2026 for a number Public Mobile says stayed with Freedom Mobile.

Request from Public Mobile under section 15.1(b):

1. The porting transaction records for my number from 31 July 2026, including the date and time Public Mobile received the failed result.

2. The date and time Public Mobile changed the number on my line, and the person or system that made the change.

3. Every notice Public Mobile sent me about the failed port or the number change.

4. The written internal procedure quoted above, and the number of accounts it was applied to in 2026.

Item 4 matters because Public Mobile describes a standing practice and not a single act.

My requests stand: the refund of $24.86, compensation of $5,000 under section 14.1(c)(i), and a written report from the network records. The provider period on this file ends on or about 24 September 2026.

Respectfully,
Danilo Dzyuban
Ottawa, Ontario [postal code]

Re: Re: Re: Re: COMP-01407915-PT - Complaint Accepted CCTS:[number]

Hello,

Public Mobile answered on 17 September 2026 in COMP-01407915-PT, and put the following in writing.

Public Mobile received the failed port result on 31 July 2026, the same day the port failed.

Public Mobile changed the number on my line on 4 August 2026.

Public Mobile sent one notice of that change, as a text message to the line. The Public Mobile system recorded that the message was not delivered. Public Mobile wrote nothing to the email address it is using in this file.

Public Mobile calls that non-delivery a matter outside its control. The failure of text messaging on that line is the subject of this complaint.

Public Mobile charged $24.86 for the cycle of 31 July 2026 to 30 August 2026. Public Mobile states that the service on the number ran with Freedom Mobile through that period. Public Mobile took a charge for a service it did not provide, and held the reason in its own records.

Public Mobile refuses the compensation and relies on a clause in its own terms of service. Public Mobile offers $140.00 in account credit. I do not accept that offer, and this complaint is not resolved.

The 20 day period for the provider ends on 24 September 2026. I ask the CCTS to move COMP-01407915-PT into investigation on that date and to issue findings.

I ask the Commissioner to apply section 15.1(b) to the material Public Mobile has not produced:
1. The porting transaction records on the account.
2. The time on 31 July 2026 when Public Mobile received the failed result.
3. The record of who changed the line on 4 August 2026.
4. The delivery record of every notice Public Mobile sent.
5. The internal procedure for changing a customer number after a failed port, and the number of accounts to which Public Mobile applied it in 2026.

I reserve my rights regarding the remainder, including a claim in the Small Claims Court of Ontario.

Respectfully,
Danilo Dzyuban
Ottawa, Ontario [postal code]