topic Re: I’ve been charged twice.. in Get Support

I’ve been charged twice..

Taylorbegin — Wed, 05 Jan 2022 20:48:35 GMT

Hello, I’ve been charged twice.. I’ve had two $56.00 payments come out of my account.. I would like a refund. Chat support is useless. I would like to speak with someone please. Thank you

Re: I’ve been charged twice..

thomasduffy — Mon, 07 Sep 2020 21:03:13 GMT

test

Re: I’ve been charged twice..

kselmak — Mon, 07 Sep 2020 21:04:43 GMT

Do you still have the extra on your account?

It can be used for the n next payment, as return would take about 30 days

If this was your last intended cycle with Publicmobile then you shouldn't contact moderators https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: I’ve been charged twice..

gblackma — Mon, 07 Sep 2020 21:04:52 GMT

PM is prepaid there are no refunds @Taylorbegin, log into your self service account or dial 611 from your phone to see if one of your payments is a credit balance on your account. If it is, you could leave it there to pay for your next 30 day cycle renewal date . If you do get a refund it takes approximately 1 month. If you dont see the 1 payment as a credit. Contact the moderators, explain your situation and ask them to to look into it for you. 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.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: I’ve been charged twice..

kb_mv — Mon, 07 Sep 2020 21:09:25 GMT

@Taylorbegin Unfortunately there is no one to talk to. You will have to do it digitally.

You can contact the mods one of 2 ways. Click the question mark bottom right of the browser as shown in the picture and open a ticket through the automated ticketing system;

or you can contact them through direct messaging at the following link (note this way may take longer for a response);

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

In either case you should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

Re: I’ve been charged twice..

Anonymous — Mon, 07 Sep 2020 21:12:10 GMT

@Taylorbegin wrote:
Hello, I’ve been charged twice.. I’ve had two $56.00 payments come out of my account.. I would like a refund. Chat support is useless. I would like to speak with someone please. Thank you

There is no one to speak to. All you can do is work through that chatbot thing to find your way to submit a ticket or to send a private message. It's awful I know. But it's what we have.

Do you possibly also pay for another account with the same payment card?

What is the balance in your Available Funds?

Re: I’ve been charged twice..

gpixel — Mon, 07 Sep 2020 22:35:06 GMT

@Taylorbegin contact customer support mods

when using SIMon:
type "payment refund/unknown charges"
(use the chat bubble options, then click "submit a ticket, click me" option)

make sure to check your inbox(top right corner envelope icon) periodically, for a response

what I suggest doing is leaving the extra money in your "available funds" to use it for your next renewal. then when you receive a text that your plan has renewed manually add $50 to top up your available funds.

managing your account this way will ensure that you are the one making deposits and not an unreliable robot. this will hopefully stop the potential double charges from happening in the future. it will also bypass the auto-pay glitch that fails to withdraw funds from your bank account(causing service interruptions)