topic Re: Double charged for $5 add on in Get Support

Double charged for $5 add on

Namu — Tue, 04 Jan 2022 10:09:32 GMT

I just checked my credit card statement and I was charged 2 times ($5.60) for my $5/500 min add on. How do I get this fixed?

Re: Double charged for $5 add on

darlicious — Thu, 18 Nov 2021 23:25:28 GMT

@Namu

Can you log into your account and check your account balance? Do you have an extra $5 showing?

Re: Double charged for $5 add on

hTideGnow — Thu, 18 Nov 2021 23:26:48 GMT

@Namu did you login to your My Account and confirmed you got 2 Add-ons in your My Data & Add-ons?

If that is the case, it's an honest mistake, you can open a ticket with PM to get one of them refunded. click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

Re: Double charged for $5 add on

HALIMACS — Thu, 18 Nov 2021 23:26:00 GMT

@Namu wrote:
I just checked my credit card statement and I was charged 2 times ($5.60) for my $5/500 min add on. How do I get this fixed?

Did you purchase the add-on twice, @Namu

If you view your Data and Add-ons, is there one or two line items?

You might be seeing the credit card statement showing both a "Pending" and a "Posted" charge. If so, the pending will 'fall off' after a few days.

Re: Double charged for $5 add on

Anonymous — Thu, 18 Nov 2021 23:29:07 GMT

@Namu

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

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

Here’s How To Contact Customer Support Agent by CS_Agent,and 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 CS_Agent, by Click Here link,

please include in your message,
phone number,
account 4 digit pin,
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
Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

Re: Double charged for $5 add on

Namu — Thu, 18 Nov 2021 23:36:21 GMT

The credit card charges are from over a month ago. My transaction history shows a top up of $5 and the talk booster.

Re: Double charged for $5 add on

HALIMACS — Thu, 18 Nov 2021 23:41:35 GMT

@Namu

Is it possible you're viewing your transaction history on the Public Mobile self-serve site?

Plan charges are broken into 2 components there under the Debit (Charges) section: the '30-day plan' (basically the talk&text portion) and the 'data' component. It may cause you to be thinking you're being charged twice but maybe you're not.

View the Credit (Payments) column of the Payment History to see what payments were applied.

Re: Double charged for $5 add on

darlicious — Thu, 18 Nov 2021 23:42:11 GMT

@Namu

Contact customer support via the chat bubble at the bottom right corner of your screen and type "account related issue" and "human" and follow the prompts to submit your ticket via Simple--Simon. Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times.

Alternatively you can send a private message via the link supplied previously. It's easiest to ask for a credit to your account. You may be asked to provide a screenshot of your credit card statement showing the extra charge.

Re: Double charged for $5 add on

hTideGnow — Thu, 18 Nov 2021 23:43:08 GMT

@Namu Can you post the transaction history since the day you top up the $5? it could be you loaded $5 twice but one of the $5 gone to buying of the add-on and the other one left there for the plan renewal after. Would be helpful if we see those transactions to confirm

Re: Double charged for $5 add on

Namu — Thu, 18 Nov 2021 23:46:31 GMT

I may be a senior but I know the difference between my online credit card statement and my public mobile account. I did originally post that I checked my credit card statement to find the 2 charges of $5.60.

Re: Double charged for $5 add on

Anonymous — Thu, 18 Nov 2021 23:50:21 GMT

@Namu wrote:
I may be a senior but I know the difference between my online credit card statement and my public mobile account. I did originally post that I checked my credit card statement to find the 2 charges of $5.60.

@Namu

you need to Contact Customer Support Agent by CS_Agent ,

and see my OP instructions how to Contact them...

Re: Double charged for $5 add on

Namu — Thu, 18 Nov 2021 23:58:54 GMT

My transaction history shows one $5 top up not two. Am I not being clear in my replies?

I will submit a ticket.

Thank you for your help.

Re: Double charged for $5 add on

HALIMACS — Fri, 19 Nov 2021 00:16:29 GMT

@Namu wrote:
I may be a senior but I know the difference between my online credit card statement and my public mobile account. I did originally post that I checked my credit card statement to find the 2 charges of $5.60.

@Namu

We wouldn't know (neither would anyone presume nor ever ask) ones age to try to structure a reply.

Folks who seek assistance on this forum have wide-ranging knowledge and life experience. When we bring up items which may differ (or even challenge the initial points raised) sometimes the person who asked realizes the err of their ways and things become clearer.

Clearly yours is not this case and you're on top of these things.

The Customer Support Agents are likely your best bet.

Hope they can get this sorted out for you. Please kindly report back what has transpired in your case for the benefit/knowledge of the Community.

Re: Double charged for $5 add on

CountyDownIeUk — Fri, 19 Nov 2021 16:02:26 GMT

Just by any chance.

On your credit card.

Do you have a charge of $5.60?

And a PENDING charge of $5.60 that will disappear in a few days?

Re: Double charged for $5 add on

hTideGnow — Fri, 19 Nov 2021 16:07:06 GMT

OP confirmed that those are actual charges and the issue was from previous months

let's hope @Namu submitted the ticket and comes back and tell us issue resolved

Re: Double charged for $5 add on

Namu — Wed, 01 Dec 2021 01:49:17 GMT

thank you the CSA has sorted it all out, thanks again