How to get hold of a human being to resolve a payment issue

[w_m]

Been with PM for a year. Three phones, three monthly plans, all billed to same credit card once a month. Each month I get three charges for the three plans; all good. But for May my card was charged four times (not three).  I cannot seem to find a way to call PM support to resolve this. I can't get an agent via chat (only a bot). I eventually was able to submit a ticket but never received a reply/follow up to it. How does support work at PM? I was overcharged and there does not seem to be a way to resolve this with an agent. Please advise. 

[hTideGnow · Accepted solution]

---

@w_m wrote:

How does one direct message them? I don't see any way to do that unless I am missing something. 

---

HI @w_m 

use this link:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@w_m 

to message support, you can use this link as suggested above:

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there          

[w_m]

How does one direct message them? I don't see any way to do that unless I am missing something. 

[Meow]

Only way to contact PM support is through Ticket (preferable) or direct message.

Since yo managed to create a ticket once, do it second time. Maybe support is overwhelmed with requests due to SMS not working for new customers and other stuff...

[w_m]

I have checked the Inbox; they have not replied. Thanks. 

[softech]

@w_m 

PM support is all online.  They don't call back but they reply via Community inbox.  did you check the inbox here?
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

I guess you properly missed their reply.  But please submit them another message and ask you can work with them via inbox messages 

To open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there