topic Re: Charged twice in Get Support

Charged twice

Patricktemple — Wed, 05 Jan 2022 15:34:03 GMT

Hello, I've been charged twice and I'm trying to contact customer service but apparently there's no phone number.

I would appreciate if someone pass it to me.

Re: Charged twice

Jb456 — Fri, 07 Feb 2020 15:15:43 GMT

Have you logged into your account and checked if you have a balance for the second charge?

Customer service is all online..to reach them

Or private message at the link below

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

Re: Charged twice

Anonymous — Fri, 07 Feb 2020 15:17:16 GMT

@Patricktemple wrote:
Hello, I've been charged twice and I'm trying to contact customer service but apparently there's no phone number.

I would appreciate if someone pass it to me.

There's no phone number. They can only be reached by using the ? balloon in the lower right and finding your way to contacting them. (or private messaging)

If you see the extra payment in your Available Funds then just let it stay for your next renewal. Unless you're short on money. Actual refunds can take weeks around here. Are you sure it's not a pending transaction?

Re: Charged twice

will13am — Fri, 07 Feb 2020 15:20:28 GMT

@Patricktemple , there's no call center for this service. Account interactions are done through the moderator team. The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.

Note that the usual resolution is account credit rather than refund. Refund require a long turnaround time, much longer than a renewal cycle for which a credit can be applied against.

Re: Charged twice

gblackma — Fri, 07 Feb 2020 15:19:33 GMT

@Patricktemple If it shows up as a credit in your self service/ my account . It would be simpler to leave it there to pay for next month's bill. It takes approximately 30 day to process a refund.

There are no PM contact phone numbers everything is done through moderators. If you feel that you should still contact one. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon . Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket ). Welcome to PM .

@Patricktemple wrote:
Hello, I've been charged twice and I'm trying to contact customer service but apparently there's no phone number.

I would appreciate if someone pass it to me.

Re: Charged twice

Patricktemple — Fri, 07 Feb 2020 15:22:01 GMT

Only have balance for one payment

Re: Charged twice

Jb456 — Fri, 07 Feb 2020 15:25:51 GMT

@Patricktemple wrote:
Only have balance for one payment

Have you checked your payment history..to see if your other payment was already deducted?? When is your due date?..

@Patricktemple

Re: Charged twice

Patricktemple — Fri, 07 Feb 2020 15:26:16 GMT

It says that there's a payment for the next cicle but I didn't ask for that. How come they charge without authorization

Re: Charged twice

Anonymous — Fri, 07 Feb 2020 15:27:47 GMT

@Patricktemple wrote:
Only have balance for one payment

So did one payment go to your renewal and the other is there as balance? Or is your renewal upcoming? Are you on autopay or are you topping up manually?

Re: Charged twice

Anonymous — Fri, 07 Feb 2020 15:30:02 GMT

@Patricktemple wrote:
It says that there's a payment for the next cicle but I didn't ask for that. How come they charge without authorization

You're right. Sometimes goofy things happen. But as I said earlier, if you're not short on money then just let the extra payment pay for your next renewal. But if you are short on money then unfortunately it takes quite a while to get a refund which might take you past the renewal anyway.

Re: Charged twice

gblackma — Fri, 07 Feb 2020 15:30:22 GMT

@Patricktemple where is the balance? Is it on your credit card statement? Then you were charged once. Is it a credit on your self service/ my account ? If this is your payment cycle and another payment was applied, then yes you were charged twice. How do you pay? Autopay, or voucher?

Re: Charged twice

Jb456 — Fri, 07 Feb 2020 15:32:21 GMT

They don't. So let's try to figure this out.

Please log into your account.. under "Make a Payment" there is a button that says "View Payment history" click that. From drop down change "Last 7 days" to "Last 30 days" and hit search.

Take a screenshot of that ( remove any personal information example account number)

Post it here so we can take a look for you.

Also when did you sign up for public mobile?? Possibly in December maybe? When there was a promo for second month free? Maybe you're thinking you were charged but you received a credit,? Unless you were actually charged on your credit card two times?

In any event..post a screenshot of your transactions and we will take a look.

Re: Charged twice

Patricktemple — Fri, 07 Feb 2020 15:32:38 GMT

In my credit card statement shows twice a $15 payment that I did on Jan 27

Re: Charged twice

Anonymous — Fri, 07 Feb 2020 15:34:41 GMT

@Patricktemple wrote:
In my credit card statement shows twice a $15 payment that I did on Jan 27

Exactly $15 for both? When did you sign up?

Re: Charged twice

Jb456 — Fri, 07 Feb 2020 15:36:18 GMT

@Anonymous wrote:
@Patricktemple wrote:
In my credit card statement shows twice a $15 payment that I did on Jan 27

Exactly $15 for both? When did you sign up?

@Patricktemple that is odd. Because if a charge goes to your card there is also provinces taxes...

Please post a screen shot of what I asked on my previous post in your public mobile account

Re: Charged twice

gblackma — Fri, 07 Feb 2020 15:41:59 GMT

@Patricktemple If it was posted and you are on the $15 plan and you do not have 2 $15 PM plans on the same credit card. Then you were charged twice. So, your options are to leave it, and let it pay for next Month. Or to contact a moderator and wait approximately 30 days for a refund.

Is this a new account? Or are you just new here? Also where are you located? It sounds like $ 14.95. Did you round up?

@Patricktemple wrote:
In my credit card statement shows twice a $15 payment that I did on Jan 27

Re: Charged twice

Patricktemple — Fri, 07 Feb 2020 15:39:02 GMT

Lol thanks but is not about the service. Now is only $15 what if next time happens again? I can't trust the quality of the service

Re: Charged twice

Jb456 — Fri, 07 Feb 2020 15:42:19 GMT

@Patricktemple wrote:
Lol thanks but is not about the service. Now is only $15 what if next time happens again? I can't trust the quality of the service

If you post a screenshot of your payment history we can help you with this.

You said in your credit card statement there is two charges of $15...but if you're on $15 plan it's $15 Plus tax. So that doesn't make sense.

If you can post a screenshot we can help you to figure out exactly what the issue and charges are and explain it to you in detail so you understand.

Re: Charged twice

gblackma — Fri, 07 Feb 2020 15:43:44 GMT

@Patricktemple Contact a moderator and express your concerns. It shouldn't happen.

@Patricktemple wrote:
Lol thanks but is not about the service. Now is only $15 what if next time happens again? I can't trust the quality of the service

Re: Charged twice

Anonymous — Fri, 07 Feb 2020 15:43:46 GMT

@Patricktemple wrote:
Lol thanks but is not about the service. Now is only $15 what if next time happens again? I can't trust the quality of the service

You came here for the rates. There are little things that go on that go our way and some that don't. When it doesn't then the company makes it right almost all the time. It's a bit of baling twine and duck tape kinda operation. It works perfectly fine for many thousands of people month in month out.

If you would like our help getting to the bottom of what happened then please provide some screen snips as mentioned.