topic Re: Automatic Top Up in Get Support

Automatic Top Up

Nhi_Ho — Tue, 04 Jan 2022 09:45:55 GMT

Hello,

I would like to know why I was charged $7.00 for automatic top up fee last month. I don't want to be charged this fee again this month but I don't find out the way to cancel it. Could you help me to cancel it please.

Thank you,

Nhi Ho

Re: Automatic Top Up

Anonymous — Tue, 28 Dec 2021 18:32:07 GMT

@Nhi_Ho

is can't be charged the extra $$ every month do you Purchase Add-ons

if so it's a one time Purchase is will keep it in your account until you used all,

when your data limit used all, is will be off until next renewal cycle,

at public mobile 30 day Prepaid Service No fees extra charges,

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

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Re: Automatic Top Up

hairbag1 — Tue, 28 Dec 2021 18:32:20 GMT

@Nhi_Ho wrote:
Hello,
I would like to know why I was charged $7.00 for automatic top up fee last month. I don't want to be charged this fee again this month but I don't find out the way to cancel it. Could you help me to cancel it please.
Thank you,
Nhi Ho

If you would post a screen shot of transaction...someone here could explain those costs to you. Which plan are you currently on ? When did you start with Public Mobile ?

Re: Automatic Top Up

softech — Tue, 28 Dec 2021 18:37:09 GMT

@Nhi_Ho wrote:
Hello,
I would like to know why I was charged $7.00 for automatic top up fee last month. I don't want to be charged this fee again this month but I don't find out the way to cancel it. Could you help me to cancel it please.
Thank you,
Nhi Ho

@Nhi_Ho Can you check your Transaction log?

https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

Do you mind to share a screenshot so we can understand?

Re: Automatic Top Up

esjliv — Tue, 28 Dec 2021 18:38:16 GMT

@Nhi_Ho wrote:
Hello,
I would like to know why I was charged $7.00 for automatic top up fee last month. I don't want to be charged this fee again this month but I don't find out the way to cancel it. Could you help me to cancel it please.
Thank you,
Nhi Ho

@Nhi_Ho

"Automatic Top-Up/Réapprovisionnements auto." is what your Autopay line item will be listed as.

Was there more charges than you expected?

Re: Automatic Top Up

Nhi_Ho — Tue, 28 Dec 2021 18:40:51 GMT

It was listed in the transaction that I was charged $7.00 in Nov 30

Re: Automatic Top Up

CountyDownIeUk — Tue, 28 Dec 2021 18:48:03 GMT

There are no fees!

What is your plan amount?

How much balance did you have before your payment was made.

Maybe you only needed $7.

Show us your last transactions.

Did you buy an add on?

Does your auto pay set up....credit card....show a charge of $7.xx xx = taxes?

Re: Automatic Top Up

softech — Tue, 28 Dec 2021 18:51:42 GMT

@Nhi_Ho wrote:
It was listed in the transaction that I was charged $7.00 in Nov 30

Was Nov 30 a normal cycle renewal time? What was your normal plan amount?

Can you check the Transaction log and maybe give us a screenshot of all the transactions on that day? There should be more than 1 line there on Nov 30 if it is a regular renewal

Re: Automatic Top Up

Nhi_Ho — Tue, 28 Dec 2021 18:53:57 GMT

Re: Automatic Top Up

softech — Tue, 28 Dec 2021 18:57:49 GMT

@Nhi_Ho Your plan is $25. So, that look right to me

Youd had a $15 in your account there as Available Fund before Nov 30,

then $2 Autopay reward applied and make it $17

then $1 friend referral applied and make it $18

Your plan is $25 , so , you are only short of $7 , hence, PM charged you $7 from your Autopay

On dec 4, you manually put in $15 into the account. (curious, why you put in $15? your plan is $25)

Re: Automatic Top Up

Nhi_Ho — Tue, 28 Dec 2021 18:57:36 GMT

Hello,

I just want to know if I am charged $7.00 for this time.

Re: Automatic Top Up

CountyDownIeUk — Tue, 28 Dec 2021 18:58:34 GMT

Your balance was $18.

Auto pay kicked in $7.

Balance then $25.

Then your plan amount of $25 was deducted.

Then for some reason you did a $15 top up.

Re: Automatic Top Up

softech — Tue, 28 Dec 2021 19:00:14 GMT

@Nhi_Ho wrote:
Hello,
I just want to know if I am charged $7.00 for this time.

@Nhi_Ho Since you put in $15 on Dec 4., your account now has $15 there (check your Available Fund on My Account, it should show $15)

So, when next renewal comes, the same things will go on ($2 Autopay and $1 Friend referral will be added during renewal) and you will then be charged $7 (in fact, it will show up $7 + tax on your credit card)

Re: Automatic Top Up

CountyDownIeUk — Tue, 28 Dec 2021 18:59:24 GMT

@softech wrote:
@Nhi_Ho Your plan is $25. So, that look right to me

Youd had a $15 in your account there as Available Fund before Nov 30,
then $2 Autopay reward applied and make it $17
then $1 friend referral applied and make it $18

Your plan is $25 , so , you are only short of $7 , hence, PM charged you $7 from your Autopay

On dec 4, you manually put in $15 into the account. (curious, why you put in $15? your plan is $25)

Ditto....out of curiosity....why the $15 top up?

Re: Automatic Top Up

softech — Tue, 28 Dec 2021 19:00:59 GMT

@CountyDownIeUk wrote:
@softech wrote:
@Nhi_Ho Your plan is $25. So, that look right to me

Youd had a $15 in your account there as Available Fund before Nov 30,
then $2 Autopay reward applied and make it $17
then $1 friend referral applied and make it $18

Your plan is $25 , so , you are only short of $7 , hence, PM charged you $7 from your Autopay

On dec 4, you manually put in $15 into the account. (curious, why you put in $15? your plan is $25)

Ditto....out of curiosity....why the $15 top up?

I was curious too , seem like a regular practice for OP.. 2 months in a row 🤔

Re: Automatic Top Up

CountyDownIeUk — Tue, 28 Dec 2021 19:01:46 GMT

@Nhi_Ho wrote:
Hello,
I just want to know if I am charged $7.00 for this time.

Not always....depends on your rewards....and your top ups.

Re: Automatic Top Up

Anonymous — Tue, 28 Dec 2021 19:03:54 GMT

Shaking head...a picture tells a 1000 words. Thanks for providing that @Nhi_Ho . It makes it all so much easier to help you.

Re: Automatic Top Up

CountyDownIeUk — Tue, 28 Dec 2021 19:25:33 GMT

@Nhi_Ho

For now disregard the purchase of an add on.

If you are topping up $15 to pay in advance of auto kicking and making sure that auto pay does not fail on you....then top up by $25. Then your payment comes from balance first and no autopay will be taken. But leave auto pay set up for the $2 off. Then you will see a balance of rewards...say $3....then top up by $22 to pay your $25 plan next time. <= or easier said what ever your balance is “after” payment is completed.....top up to $25.

You do realize that you have the $25 plan....not the $15 plan,,,,right?

To buy an add-on ....top up first and then buy the add on.

Re: Automatic Top Up

esjliv — Tue, 28 Dec 2021 19:22:20 GMT

@Nhi_Ho wrote:

@Nhi_Ho -

This looks okay to me, or am I missing something?

You asked:

"I just want to know if I am charged $7.00 for this time. "

You owed $7 on November 30th, therefore that is what you were charged.

If you are registered for Autopay, you will get charged for whatever is owing on your renewal date.

EDIT: $s from the Available Funds area will always be used first before charging anything to your credit card that is registered for Autopay.

*Note - Plans are 30 day cycles, not Monthly.

Re: Automatic Top Up

HALIMACS — Tue, 28 Dec 2021 20:54:26 GMT

@Nhi_Ho wrote:
Hello,
I just want to know if I am charged $7.00 for this time.

The answer is YES, @Nhi_Ho

In the screenshot you posted, you'll notice the Balance in the column to the right. That shows your available balance (or 'credit', that will reduce the amount of your following cycle renewal from the auto-pay).

It looks like on December 4th there was already a top-up amount added to your account that will go against your next auto-pay value. So whatever that available balance is, PLUS your referral credits PLUS your auto-pay credit will lower the amount of your next auto-pay amount.

That is seemingly what caused this most recent auto-pay value to only be $7.00.