topic Re: Available funds randomly reduced by 10 cents in Get Support

Available funds randomly reduced by 10 cents

wbg13 — Wed, 05 Jan 2022 22:40:33 GMT

My available funds was $24 and I just noticed it was reduced by 10 cents to $23.90. What happened? How do I get this corrected and also rectify this issue going forward?

Re: Available funds randomly reduced by 10 cents

computergeek541 — Mon, 07 Dec 2020 15:17:11 GMT

@wbg13 wrote:
My available funds was $24 and I just noticed it was reduced by 10 cents to $23.90. What happened? How do I get this corrected and also rectify this issue going forward?

Have you been receiving short-code text messages? A few people have reported that Public Mobile has been charging fees to receive some text messages.

Re: Available funds randomly reduced by 10 cents

Dunkman — Mon, 07 Dec 2020 15:18:01 GMT

@wbg13

Another regular member had similar issue. Had to contact moderator to figure things out.

To contact moderator via 2 methods:

Ticketing system - faster response time

Click on the blue chat bubble icon on the right lower corner of website to start ticketing process to contact moderator. Type: Contact moderator. Follow the prompts to submit ticket.

2 Send a private message to moderator through the following link :

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

Re: Available funds randomly reduced by 10 cents

wbg13 — Mon, 07 Dec 2020 15:22:22 GMT

@computergeek541 wrote:
@wbg13 wrote:
My available funds was $24 and I just noticed it was reduced by 10 cents to $23.90. What happened? How do I get this corrected and also rectify this issue going forward?
Have you been receiving short-code text messages? A few people have reported that Public Mobile has been charging fees to receive some text messages.

@computergeek541 Ohhh, yes I think I have received or sent short-code text messages. Is this a valid charge from Public Mobile (or incorrectly charged?) because other providers don't charge for these. I have only been with Public Mobile for about a month now.

Re: Available funds randomly reduced by 10 cents

computergeek541 — Mon, 07 Dec 2020 15:24:00 GMT

@wbg13 wrote:
@computergeek541 wrote:
@wbg13 wrote:
My available funds was $24 and I just noticed it was reduced by 10 cents to $23.90. What happened? How do I get this corrected and also rectify this issue going forward?
Have you been receiving short-code text messages? A few people have reported that Public Mobile has been charging fees to receive some text messages.
@computergeek541 Ohhh, yes I think I have received or sent short-code text messages. Is this a valid charge from Public Mobile (or incorrectly charged?) because other providers don't charge for these. I have only been with Public Mobile for about a month now.

My opinion: This is against Public Mobile's pricing model and payment philosophy. I also challenge Public Mobile not to go this route and if it's an error, to speak up (once they investigate what is causing this to now happen).

Re: Available funds randomly reduced by 10 cents

wbg13 — Mon, 07 Dec 2020 15:32:27 GMT

@computergeek541 I agree. These are not premium text messages and shouldn't be charged.

@Dunkman Thanks. I have sent a private message to moderator. Will see what the response is.

Re: Available funds randomly reduced by 10 cents

Dunkman — Mon, 07 Dec 2020 15:36:34 GMT

@wbg13

Please let us know what happens when moderator responds.

Re: Available funds randomly reduced by 10 cents

HALIMACS — Mon, 07 Dec 2020 15:37:15 GMT

Hi @wbg13

I fully agree these Premium short-code messages should not be billed. ESPECIALLY, for incoming messages which the user may not easily be able to control.

If Public Mobile is going to start billing for these, I would implore them to please kindly post a Knowledge article fully explaining the circumstances surrounding use of these items and how users may adjust their message settings to accept or reject such messaging.

Re: Available funds randomly reduced by 10 cents

wbg13 — Mon, 07 Dec 2020 15:42:46 GMT

@HALIMACS I believe there are short code text messages and then premium text messages...these ones are just short code text messages - not premium. If Public Mobile is going to start to nickel and dime customers for regular short code text messages, then I will re-consider another service provider. My previous service provider did not charge for these short code text messages.

But I agree that it's not clear how it's possible to manage receiving these text messages etc.

Re: Available funds randomly reduced by 10 cents

kb_mv — Mon, 07 Dec 2020 15:49:09 GMT

@wbg13 This seems to go against the pre paid model. Their plans page states unlimited international text and picture messaging. There is nothing in the fine print terms and conditions that states you may be charged extra for these messages. What if my balance was $0? Would I not get them?

Re: Available funds randomly reduced by 10 cents

wbg13 — Mon, 07 Dec 2020 15:51:44 GMT

@kb_mv I was actually wondering the same thing if I didn't have any available funds. I only have those funds from the free one month when I signed up but I am set up for auto-pay. Would I not receive them and just not know? Or not be able to send?

Re: Available funds randomly reduced by 10 cents

kb_mv — Mon, 07 Dec 2020 15:53:00 GMT

@wbg13 wrote:
@kb_mv I was actually wondering the same thing if I didn't have any available funds. I only have those funds from the free one month when I signed up but I am set up for auto-pay. Would I not receive them and just not know? Or not be able to send?

@wbg13 That was the first thing that popped into my mind when I read this. I never have available funds till it's time to pay.

Re: Available funds randomly reduced by 10 cents

darlicious — Mon, 07 Dec 2020 16:25:25 GMT

@wbg13

Public mobile is currently investigating these random charges to your account balance. I am not sure what the protocol is to have it fixed without inundating the moderators with nickel and dime issues. I would imagine there will be a system wide fix at some point. Keep a record of any changes and maybe @Catherine_T can address the issue going forward.

Re: Available funds randomly reduced by 10 cents

wbg13 — Mon, 07 Dec 2020 17:45:43 GMT

@darlicious wrote:
@wbg13
Public mobile is currently investigating these random charges to your account balance. I am not sure what the protocol is to have it fixed without inundating the moderators with nickel and dime issues. I would imagine there will be a system wide fix at some point. Keep a record of any changes and maybe @Catherine_T can address the issue going forward.

@darlicious Good to know that Public Mobile is aware and currently investigating. Thanks for the info. It would be helpful if Public Mobile made an announcement about this issue along with any updates to inform customers.

Re: Available funds randomly reduced by 10 cents

LurganIeUk — Mon, 07 Dec 2020 18:21:18 GMT

Mine is down by 30 cents in the overview but is correct in transaction history. With all they have given me....I am not going to chase them for it. But it needs attention for sure. I made the mistake once and corrected it by topping up not to the dollar.

@darlicious

Re: Available funds randomly reduced by 10 cents

wbg13 — Tue, 08 Dec 2020 17:30:44 GMT

Here is the response from the moderator:

We have identified a glitch that caused some accounts to be charged when sending text messages to short codes. A fix is being implemented and all affected accounts will be credited in the next few days.

Re: Available funds randomly reduced by 10 cents

LurganIeUk — Tue, 08 Dec 2020 17:35:48 GMT

I wonder if that includes RECEIVING texts from short codes too? I rarely send texts and never to a short code.

Re: Available funds randomly reduced by 10 cents

LurganIeUk — Tue, 08 Dec 2020 17:42:25 GMT

Lol. I guess I am clueless about texts and type of!!!

Re: Available funds randomly reduced by 10 cents

wbg13 — Tue, 08 Dec 2020 18:04:42 GMT

@LurganIeUk Assuming that those aren't "premium" text messages then you should be receiving the credit over the next few days also.

Re: Available funds randomly reduced by 10 cents

LurganIeUk — Tue, 08 Dec 2020 18:17:08 GMT

@wbg13 wrote:
@LurganIeUk Assuming that those aren't "premium" text messages then you should be receiving the credit over the next few days also.

I have had some texts from Craigslist to verify an account....but was “from” them. And maybe some others. Never the less PM says no extra charges.