topic Re: Unexpected charges! in Get Support

Unexpected charges!

yasserhaa — Wed, 05 Jan 2022 16:38:08 GMT

I have been charged for data addon with $40 which I have never asked for

Can this be explained and reversed?

Re: Unexpected charges!

gblackma — Wed, 10 Jun 2020 21:35:30 GMT

@yasserhaa PM is a prepaid service and there are no refunds. You may, if lucky and by asking the moderators nicely get a credit. I can't figure how you got charged $40 since there isn't a data add on for that price. There are 2 ways to contact the Moderator Team:

Faster response- 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 the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Keep an eye on the envelope top right of your screen. The mods answer will show up there. Stay safe.

Re: Unexpected charges!

Staliger — Wed, 10 Jun 2020 21:34:53 GMT

@yasserhaa Can you kindly show us the payment history with removed personal info? Thanks.

Re: Unexpected charges!

geopublic — Wed, 10 Jun 2020 21:37:27 GMT

@yasserhaa wrote:
I have been charged for data addon with $40 which I have never asked for
Can this be explained and reversed?

@yasserhaa The payment history breaks down your plan to a Talk/Text portion and a Data portion. Are you on the $50 plan? If yes, then maybe that is what you are seeing.

Re: Unexpected charges!

yasserhaa — Wed, 10 Jun 2020 21:47:02 GMT

@gblackma Thank you

I will try to do that

Appreciate your help

Re: Unexpected charges!

yasserhaa — Wed, 10 Jun 2020 21:46:30 GMT

@Staliger Thanks for the reply

Here it is

Re: Unexpected charges!

yasserhaa — Wed, 10 Jun 2020 21:45:36 GMT

@geopublic No actually I'm on a $15 plan

Here is the breakdown

Re: Unexpected charges!

mpcdesign — Wed, 10 Jun 2020 21:45:40 GMT

@yasserhaa, unless somebody knows your account email and password to your self-serve account, it might be the renewal of your plan. It does this every 30 days or so.

There isn't an exact $40 add-on, but one could add up multiple add-ons. For example, in March 2020 I was on the $40 plan. Come April, I changed my plan to the $15 but needed to buy-add-ons, just in case I needed it in case of emergency. I bought a $15 1 gig add-on and $5 500 minutes.

If you can go to your self-serve account, and then click on View Payment History, and take a screenshot, we can have a better look at your issue on hand. A picture really does explain a lot sometimes.

Re: Unexpected charges!

geopublic — Wed, 10 Jun 2020 21:46:44 GMT

@yasserhaa Yes, that screenshot shows that you are on the $50 plan. On your next renewal if you have AutoPay enabled you will get $2 + $2 off so you will get charged $46 plus tax.

Re: Unexpected charges!

Staliger — Wed, 10 Jun 2020 21:49:51 GMT

@yasserhaa Yes, all seems correct. You are on 50$ plan now. It is typical to charge 40 + 10 for it.

Re: Unexpected charges!

geopublic — Wed, 10 Jun 2020 21:58:40 GMT

@yasserhaa wrote:
@geopublic No actually I'm on a $15 plan

Here is the breakdown

@yasserhaa If you are on the $15 plan then your payment history suggests you are on the $50 plan. Best to access selfserve and check your plan details. If that is the case then you need to contact Public Mobile ASAP and bring it to their attention.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team

@yasserhaa If you are on the $15 plan your payment history would look something like this:

Re: Unexpected charges!

gblackma — Wed, 10 Jun 2020 21:52:54 GMT

@yasserhaa based on your screenshot. You are on the $50 plan and its divided into 2 components. Your $40 data one and your $10 calling one. You weren't wongly charged for anything. Stay safe.

Re: Unexpected charges!

yasserhaa — Wed, 10 Jun 2020 21:58:15 GMT

@Staliger @gblackma @geopublic @mpcdesign

I'm on a $15 plan since a very long time, just today this has happened

And the very strange thing also happened to today that my phone showing "no service"

I was thinking that this might be a software issue but now I think it's related!!!

Re: Unexpected charges!

yasserhaa — Wed, 10 Jun 2020 22:00:14 GMT

And here is my plan

Re: Unexpected charges!

geopublic — Wed, 10 Jun 2020 22:01:48 GMT

@yasserhaa That looks like an immediate plan change was made today to the $50 plan. Hopefully the Moderator Team can figure out what happened.

Re: Unexpected charges!

geopublic — Wed, 10 Jun 2020 22:05:15 GMT

@yasserhaa wrote:
And here is my plan

@yasserhaa Wow, that is a new one! I have never seen that happen before, hopefully the @CS_Agent can fix it for you.

Re: Unexpected charges!

yasserhaa — Wed, 10 Jun 2020 22:11:29 GMT

Thanks

I have sent to the @CS_Agent

Appreciate your help, Everyone 👍

Re: Unexpected charges!

geopublic — Wed, 10 Jun 2020 22:13:48 GMT

@yasserhaa Hope it gets resolved soon. Please keep us posted.

Re: Unexpected charges!

Naepalm — Wed, 10 Jun 2020 22:22:12 GMT

@yasserhaa if your phone is not working then you see this in your self serve I believe you have been SIM swapped and you account has been compromised. They have charged a bigger plan for nefarious reasons.

Go into your account and click suspend lost or stolen. Go into your password and change your password immediately.

Then contact the moderators.

contact here:

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

Re: Unexpected charges!

Staliger — Wed, 10 Jun 2020 22:24:59 GMT

@yasserhaa wow, first time faced this! Mods will help you asap😉