topic Re: Wrong bill for plan in Get Support

Wrong bill for plan

coolway — Wed, 05 Jan 2022 17:07:21 GMT

Hi. my monthly payment is 50$, I used autopay and pay 48. This month autopay took 53,76$. Why?! my number xxxxxxxxxx. Check please and let me know

edited by computergeek541: removed phone number

Re: Wrong bill for plan

computergeek541 — Thu, 04 Jun 2020 05:26:23 GMT

@coolway wrote:
Hi. my monthly payment is 50$, I used autopay and pay 48. This month autopay took 53,76$. Why?! my number xxxxxxxxxx. Check please and let me know

Sales tax needs to be paid. $53.76 would be $48 with 12% sales tax added to it.

Re: Wrong bill for plan

yanzhiqiang — Thu, 04 Jun 2020 05:44:00 GMT

This is an issue need to be fixed, to show total charged after tax.

Re: Wrong bill for plan

coolway — Thu, 04 Jun 2020 05:48:31 GMT

Why I didnt pay it before?

Re: Wrong bill for plan

coolway — Thu, 04 Jun 2020 05:50:40 GMT

Before I payed only 48$! Whats wrong in this month?

Re: Wrong bill for plan

computergeek541 — Thu, 04 Jun 2020 06:00:49 GMT

@coolway wrote:
Before I payed only 48$! Whats wrong in this month?

There's nothing wrong in the sense that you are not overpaying. If you only paid $48 before, you were undercharged. Upon activation, Public Mobile payment system sometimes forget to charge sales tax for the first 30 days. This is a bug that has been around for a while. As I said before, if anything, you actually paid less before than you should have. Tax must be paid on top of all advertised prices. It's also possible that for a previous 30 days, you paid $46+sales taxes because of the way that $4 in autopay rewards are available for the first renewal.

Re: Wrong bill for plan

computergeek541 — Thu, 04 Jun 2020 06:04:01 GMT

@yanzhiqiang wrote:
This is an issue need to be fixed, to show total charged after tax.

I do not believe that would help. You'd then have people complaining that they were charged more than the advertised price. Around the country, I know of almost no businesses that advertise prices as taxes included, although they've always had that option.

Re: Wrong bill for plan

darlicious — Thu, 04 Jun 2020 06:26:52 GMT

@coolway

Are you comparing your account charges to your credit card bill? If you look at your payment history in your account you will see every thing listed in pretax prices. Nice easy to understand round numbers that look the same regardless of where you live in Canada and what tax rate you pay. When you look at your own credit card bill or sales reciept from the purchase of a voucher it will include your local tax rate. If you manually top up your account with your credit card the local tax rate will be displayed and added to your subtotal for your approval before you submit the payment.

Re: Wrong bill for plan

Pawprints1986 — Thu, 04 Jun 2020 09:23:37 GMT

I think incorporating taxes within your self serve account would be super helpful especially for newbies. Something like "your next payment due is this much" with taxes in since they'd be logged in and it knows which province that person is from.

I get not advertising plans on the main page with taxes, but within your account it would be quite helpful.

Re: Wrong bill for plan

cellphoneuser1 — Thu, 04 Jun 2020 10:05:34 GMT

@Pawprints1986 wrote:
I think incorporating taxes within your self serve account would be super helpful especially for newbies. Something like "your next payment due is this much" with taxes in since they'd be logged in and it knows which province that person is from.

I get not advertising plans on the main page with taxes, but within your account it would be quite helpful.

That can't be done unless all stores and websites stop selling vouchers and payments are only allowed by using self serve. You can't know how much tax is paid becauae tax is due when payment is made and customers can get vouchers from different places with different tax percentages.

Re: Wrong bill for plan

Naepalm — Thu, 04 Jun 2020 12:16:47 GMT

@coolway

In your overview page it will show the amount for the plan without tax.

Your past transactions will even show the amount without tax in self serve. It can be a bit confusing. But anytime you add funds to your account you will pay tax. If you purchase vouchers there will be tax paid. The funds in your account will always show the amiunt without tax.

Re: Wrong bill for plan

geopublic — Fri, 05 Jun 2020 01:33:30 GMT

@coolway wrote:
Before I payed only 48$! Whats wrong in this month?

@coolway Are you sure about that? Did you check your previous credit card statement? If you, used a voucher then the tax was paid at the point of sale. Taxman needs to get paid.

Note: All amounts displayed in selfserve do not include taxes.

Re: Wrong bill for plan

Pawprints1986 — Fri, 05 Jun 2020 01:30:37 GMT

@cellphoneuser1 would it matter if someone bought a voucher in one province and applied it to their account which is from another?

I would think they're like gift cards essentially aren't they?

Doesn't seem all that tricky in my head to show people their tax in totals, based on the province in their accounts. When you're actually making a payment it shows you but I think that's the only place, which confuses many new people

Re: Wrong bill for plan

glenfinlake — Thu, 25 Jun 2020 11:55:04 GMT

I would like to request that the billing summary include taxes as well. I am required to submit expenses and it is difficult when the taxes are not included in the bill. Thanks for listening to my request.

Re: Wrong bill for plan

Naepalm — Thu, 25 Jun 2020 11:57:27 GMT

@glenfinlake

you will need to submit a ticket to the moderators to get your bill instead of just transaction history. They will not likely answer through a post on the forum, youll need to private message them.

You can do that here:

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

Re: Wrong bill for plan

glenfinlake — Thu, 25 Jun 2020 12:00:41 GMT

Thanks, that was very helpful!

Re: Wrong bill for plan

computergeek541 — Thu, 25 Jun 2020 12:44:11 GMT

@Naepalm Whether we like it or not, Public wants these types of requests to be submited through SIMon.

Re: Wrong bill for plan

glenfinlake — Thu, 25 Jun 2020 13:38:33 GMT

Thanks for your guidance, I am just figuring these things out I will submit a suggestion.

Re: Wrong bill for plan

Naepalm — Thu, 25 Jun 2020 14:29:55 GMT

@computergeek541 SIMon can be so clunky and send individuals in circles. When customers are super frustrated dealing with a bot is not in Public Mobiles' best interest. Either there needs to be a better ticket system through SIMon or a separate ticket system altogether.

They should have an option in SIMon that gives you a quick action step to submit a ticket when a customers know they need to speak to a moderator and don't want to ask 3 questions or get there.

And I totally understand you and the other oracles holding the fort and sending people in that direction it is just not conducive to great customer service.

So Ticket Reform! LOL

Or remove the option to private message.

Re: Wrong bill for plan

Anonymous — Thu, 25 Jun 2020 14:39:39 GMT

@Naepalm

I've said that since they introduced the ticket system. There ought to be a link to give people that come in asking. Some will figure it out on their own but SIMon is very frustrating.

I'm fine with the ticket system. But there ought to be a simple link to it. The alleged gathering of information through the SIMon conversation that allegedly tacks on to the ticket leaves much to be desired.