topic over payment in Get Support

over payment

Nikki_kla32 — Thu, 20 Jan 2022 14:11:27 GMT

they over took my payment and I want a refund of what a they took!

Re: over payment

softech — Thu, 20 Jan 2022 14:18:53 GMT

@Nikki_kla32 How did that happen? Was that you manual pay and clicked multiple times? or Autopay really took it twice (it usually won't)? Or PM just took a bit more and not took the full amount twice? If just a bit more, how much extra it took?

you confirmed that what showing on credit card wasn't one for pending and one for the real transaction? Sometimes the pending one won't got remove quick enough

Also, can you login to My Account and confirm 2 things

1. is there any amount showing as Available Fund on the top? If so, how much?

2. What is showing on Transaction history (https://selfserve.publicmobile.ca/Overview/payment/Payment-History/)? Filter for maybe the last month and see if PM did took money twice? or took more than it should? Maybe can you post a screenshot of the questionable entries there?

If you really see PM overtook the money, you can can open a ticket for PM support. Here is the way to open ticket, (expand the Spoiler):

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: over payment

0PX9O4 — Thu, 20 Jan 2022 14:17:59 GMT

@Nikki_kla32

I'd recommend not messing with tickets and chatbots since they've been known to be problematic. Please just send a private message to CS_Agent with your account details so they can look into this for you.

Re: over payment

Dunkman — Thu, 20 Jan 2022 14:18:55 GMT

@Nikki_kla32

More details would be helpful. Did Public mobile over charge you when you first activated your account? Do you see extra available funds in your account now? Do you see the extra payment in your payment history page? Might want to screenshot.

Re: over payment

hTideGnow — Thu, 20 Jan 2022 14:22:52 GMT

HI @Nikki_kla32 , Did you make a plan change earlier? Or PM didn't deduct the reward and charge you the full amount?

To open ticket with PM Support, please use the Chatbot, click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

Start by typing "Overcharge"
then click "Contact Us"
then click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (Again this is NOT the prefer way and this can take longer )
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: over payment

Yummy — Thu, 20 Jan 2022 14:23:38 GMT

Do you see extra funds on your PM account? If that is a yes, just leave them there as they will be used on next renewal.

What does Transaction History says?

Do you see this double payment on you credit card account? Is one actual and the other pending, by any chance?

Re: over payment

Nikki_kla32 — Thu, 20 Jan 2022 14:24:19 GMT

Yes it took another 50 from my account and it says on my bank statement it over charged idk even know how it happened I was just waiting for it to load and it said it took 50, 10,10, 10 & 20 when I checked it didn’t even say pay emend was took it was saying error your card wasn’t charged then re load it out of nowhere these were the charges

Re: over payment

KizzyCave6 — Thu, 20 Jan 2022 14:24:39 GMT

Same with me they took 3 payments of $50 and I also would love a refund to my card. But they are giving me the run around.

Re: over payment

softech — Thu, 20 Jan 2022 14:28:05 GMT

@KizzyCave6 wrote:
Same with me they took 3 payments of $50 and I also would love a refund to my card. But they are giving me the run around.

@KizzyCave6 did you just join PM last month? do you recall there was issue with activation (some errors) and you need to restart from beginning again to activate? If that happened, you could have opened multiple accounts in the process.

But no worry, open ticket with PM Support and they can trace back and refund the overcharge. Again, this is how to create ticket :

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: over payment

softech — Thu, 20 Jan 2022 14:30:21 GMT

@Nikki_kla32 wrote:
Yes it took another 50 from my account and it says on my bank statement it over charged idk even know how it happened I was just waiting for it to load and it said it took 50, 10,10, 10 & 20 when I checked it didn’t even say pay emend was took it was saying error your card wasn’t charged then re load it out of nowhere these were the charges

@Nikki_kla32 If it did take it, open ticket with PM Support first (steps provided in my earlier posts above)

you said " I was just waiting for it to load ", you meant you was paying manually and waiting for it to load? Can you go into Transaction history page (https://selfserve.publicmobile.ca/Overview/payment/Payment-History/) and check the entries there and post us the screenshot?

Re: over payment

Zyl — Thu, 20 Jan 2022 14:30:48 GMT

@Nikki_kla32 you can contact the customer service of public mobile via private messages. Clicks on the envelope-looking icon that says "messages" when to you hover your mouse over it and then click on the icon next to "Inbox". Type in "CS_Agent" in the "Send to" field and compose message in all the message boxes. You should receive replies from them quite quickly.

Hope this helps.

Re: over payment

Zyl — Thu, 20 Jan 2022 14:34:35 GMT

Are you able to make and receive calls and texts fine from public mobile? If yes, you might want to contact your credit card company to find out exactly which merchants took these payments.

Re: over payment

Nikki_kla32 — Thu, 20 Jan 2022 14:41:44 GMT

Yes it clearly says public mobile multiple times in my transfers on my bank statements

Re: over payment

hTideGnow — Thu, 20 Jan 2022 14:44:03 GMT

@Nikki_kla32 wrote:
Yes it clearly says public mobile multiple times in my transfers on my bank statements

Hi @Nikki_kla32 Please open a ticket first then.

Re: over payment

Nikki_kla32 — Thu, 20 Jan 2022 14:48:50 GMT

How do I do that

Re: over payment

Zyl — Thu, 20 Jan 2022 14:50:25 GMT

@Nikki_kla32 ok then you should definitely contact customer service of public mobile via private message to inquire further then.

Hope it works out fine.

Re: over payment

Yummy — Thu, 20 Jan 2022 15:34:12 GMT

@Nikki_kla32 wrote:
How do I do that

Contact agent directly: Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You’ll need to be logged into your Community account for the link to work.

Be ready to provide account information to CSA to confirm your identity.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: over payment

computergeek541 — Thu, 20 Jan 2022 17:53:59 GMT

Re: over payment

Community_QA — Sat, 22 Jan 2022 05:59:35 GMT

didn't even ask how it happened, just message CS Agent and took the solution away? the person shouldn't even need to open the ticket. That Chat thing could have answered it himself