topic Re: was charged for data overages in Get Support

was charged for data overages

briang — Thu, 06 Jan 2022 06:39:14 GMT

Asking for my daughter ... she has been on plan for a couple of months ... she thought her data was supposed to shut off when used up ... her payments show extra data charges ... she never tried to add extra data for those months , what is the next step... do not want this to happen again.

Re: was charged for data overages

computergeek541 — Fri, 25 Dec 2020 20:42:23 GMT

@briang wrote:
Asking for my daughter ... she has been on plan for a couple of months ... she thought her data was supposed to shut off when used up ... her payments show extra data charges ... she never tried to add extra data for those months , what is the next step... do not want this to happen again.

There are no extra data charges at Public Mobile. The system isn't set up to charge for anything on a per-usage basis. What are the amounts? Data is supposed to shut off when used and an add-on would need to be purchased to continue using it.

Re: was charged for data overages

kselmak — Fri, 25 Dec 2020 20:46:32 GMT

@briang

If you look into her payment history for the affected month, could you please let us know what is the charge called? There should be a line corresponding to the charge

The only way to 'get charged: is to first withdraw the money then make the purchase.

Re: was charged for data overages

HALIMACS — Sat, 26 Dec 2020 04:06:17 GMT

Hi @briang

Does she have access to/knowledge of the PIN number associated with the account? Or, does she have access to the self-serve account? If there is a payment card associated with the account, and if she knows the PIN# or self-serve login, she can add funds to the account and add a data add-on.

Not suggesting anything - just pointing out what may have transpired if this is her account, but it's one you manage and/or pay for her.

Re: was charged for data overages

darlicious — Fri, 25 Dec 2020 22:46:00 GMT

@briang

In your payment history if any purchased data will clearly show up as an add on. You may be looking at how the system charges for your plan. For example...the $25 plan will show as:

30 DAY PLAN/FORFAIT DE 30 JOURS..........$10.00
1GB DATA @3G SPEED.................................$15.00

or the $40 plan will show as :

30 DAY PLAN/FORFAIT DE 30 JOURS...........$10.00
5GB DATA @3G SPEED..................................$30.00

Is the account showing something other than this?

Re: was charged for data overages

popping — Fri, 25 Dec 2020 23:35:57 GMT

@briang wrote:
Asking for my daughter ... she has been on plan for a couple of months ... she thought her data was supposed to shut off when used up ... her payments show extra data charges ... she never tried to add extra data for those months , what is the next step... do not want this to happen again.

Check her usage history to determine what the charge was for.

For the last couple of months, PM had charged 10 cents each for using short code. But it was fixed now. Two of my accounts were charged wrongly by using the transit bus/LRT short code.

If her account available fund with less than even dollar amount, PM had charge her account on using short code text message like those use by transit bus/LRT arriving time text message. To get the charge reversed, create a moderator support ticket for help using https://publicmobile.ca/chatbot.

Good luck.

Re: was charged for data overages

briang — Sat, 26 Dec 2020 01:37:02 GMT

yes , showing the 1gb add on ... which she never chose ... she was under the assumption that the data stopped when reached.

Re: was charged for data overages

darlicious — Sat, 26 Dec 2020 03:40:28 GMT

@briang

Someone has to add funds to your daughter's account in order to purchase the 1gb data add on. That is done either thru her self serve account by adding funds ($15) with a voucher or with a credit card (usually the one on file.) Or it can be done thru 611 by entering the pin # then adding funds from the credit card on file or a voucher then purchasing the data add on. Public mobile does not do this its solely up to the customer.....unless you think the account security (pin # or login password) has been breached and someone randomly purchased an add on for her.....

Re: was charged for data overages

computergeek541 — Sat, 26 Dec 2020 03:55:19 GMT

@briang wrote:
yes , showing the 1gb add on ... which she never chose ... she was under the assumption that the data stopped when reached.

It does stop once the data is all used.

Re: was charged for data overages

popping — Sat, 26 Dec 2020 04:58:48 GMT

@briang wrote:
yes , showing the 1gb add on ... which she never chose ... she was under the assumption that the data stopped when reached.

Check the payment history on her account to determine whether someone spent $15 to purchased the 1GB data. PM does not have pay-per-use similar to Chatr. Therefore, PM server will not take money from your autopay card to pay for the 1GB add-on. If there is no extra payment of $15 for 1GB add-on from the payment history, I will not worry about it.

How old is her account with PM?

PM gave us free 1GB data add-on during 2019 December.

Did you activate her account with free 1GB add-on?

Re: was charged for data overages

Dolphin1 — Sat, 26 Dec 2020 04:30:26 GMT

That is very strange as data should shut off. If you think something strange has happened with the account you could contact a moderator for assistance. Prior to doing that you could check payment history and usage to ensure everything looks like it is in order.