topic Re: Continuous Billing After Cancelled Plan in Get Support

Continuous Billing After Cancelled Plan

Thanyaa — Wed, 05 Jan 2022 22:40:36 GMT

Hello,

My mom cancelled her plan with Public Mobile in September but she still got charged for October and November. What do we do?

Re: Continuous Billing After Cancelled Plan

HALIMACS — Mon, 07 Dec 2020 16:27:58 GMT

Hi @Thanyaa

Contact moderators.

To contact a moderator, there are 2 methods:

Use the ticketing system - faster response time. Click on the bubble in the lower right corner and request moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket.
Send a private message to the moderator through the following link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Continuous Billing After Cancelled Plan

Anonymous — Mon, 07 Dec 2020 16:29:15 GMT

@Thanyaa wrote:
Hello,
My mom cancelled her plan with Public Mobile in September but she still got charged for October and November. What do we do?

How do you mean "cancelled"? Did she port out? Simply stop using it?

If a payment card was registered and autopay was set up then the system will just assume you want to keep going.

If you ported out then the system is _supposed_ to close out everything. Unfortunately, there have been sporadic reports of the system continuing to charge even after porting.

You will need to contact the moderators to get that refunded.

Re: Continuous Billing After Cancelled Plan

kselmak — Mon, 07 Dec 2020 16:37:50 GMT

Does she still have access to get account?

You should contact moderators they will be able to help if the account really got cancelled.

Always remove credit card info before cancelling an account, not only with Publicmobile but any service

Re: Continuous Billing After Cancelled Plan

Thanyaa — Mon, 07 Dec 2020 16:47:42 GMT

When she switched service providers, Rogers said they contacted Public mobile, which is how she is still using her number that was associated with Public Mobile's account. So I don't know if that closed her account fully?

Re: Continuous Billing After Cancelled Plan

Anonymous — Mon, 07 Dec 2020 16:49:33 GMT

@Thanyaa wrote:
When she switched service providers, Rogers said they contacted Public mobile, which is how she is still using her number that was associated with Public Mobile's account. So I don't know if that closed her account fully?

Apparently not. It's _supposed_ to. But here we are.

So all you (or the actual account holder or someone who knows all the account verification facts) can do is contact the moderators to get refunded.

Re: Continuous Billing After Cancelled Plan

benfatto — Mon, 07 Dec 2020 16:57:50 GMT

@Thanyaa To stop the billing try installing the PM SIM, dial 611 and cancel autopay.
Any refund must await moderator action but is not guaranteed.

Re: Continuous Billing After Cancelled Plan

Anonymous — Mon, 07 Dec 2020 17:04:00 GMT

@benfatto wrote:
@Thanyaa To stop the billing try installing the PM SIM, dial 611 and cancel autopay.
Any refund must await moderator action but is not guaranteed.

@benfatto

611 _would_ be an interesting experiment. The services should certainly have stopped seeing as how their number is working over at Rogers.

I would be raising a stink if I was being charged after porting out. And the actual refund should be within days.

(of course I would have eliminated that risk by removing any payment methods from a place I'm about to leave...but not everybody bothers...and it _should_ close)

@Thanyaa : if that 611 idea works then you would need the 4 digit PIN you had set up here.

Re: Continuous Billing After Cancelled Plan

HALIMACS — Mon, 07 Dec 2020 17:05:47 GMT

Hi @benfatto

I would think the OP will get refunded by Public Mobile if in fact the activation with Rogers was done 3 months ago and involved a successful port of her prior Public Mobile phone number.

Re: Continuous Billing After Cancelled Plan

cavemantoronto — Mon, 07 Dec 2020 18:03:58 GMT

@HALIMACS They'd have to refund if the number was ported out. There woudln't be service. @Thanyaa Does the Public sim still work?

Re: Continuous Billing After Cancelled Plan

HALIMACS — Mon, 07 Dec 2020 18:18:00 GMT

@cavemantoronto

I believe so too, depending on when the port transpired.

Re: Continuous Billing After Cancelled Plan

cin7 — Tue, 08 Dec 2020 04:40:24 GMT

As an alternative, if your mum included her credit card info on Public Mobile's Autopay, she can consider contacting her credit card provider to request a chargeback.