topic Re: Multiple auto pay CC payments on first month on 2 separate accounts in Get Support

Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 13:38:39 GMT

In brief, sign up for new accounts for both my wife and self in January. Credit card statement yesterday shows 2 x billing for me PLUS charge from Koodo, and single charge for my wife PLUS charge from Koodo. Have never had an account on Koodo (or Public for that matter) before signing up last month. Public statement shows only one month payment for last month. How do I fix this?

Cheers! 🙂

Re: Multiple auto pay CC payments on first month on 2 separate accounts

HALIMACS — Sat, 05 Feb 2022 03:28:01 GMT

@Sealevel

The first charge upon activation will show KOODO REAPPROV, all remaining charges will show Public Mobile.

Strange affiliation through their parent company, TELUS.

Re: Multiple auto pay CC payments on first month on 2 separate accounts

softech — Sat, 05 Feb 2022 03:30:10 GMT

@Sealevel DO NOT reverse the Koodo charge.. Telus owns both PM and Koodo and for some reason, Koodo has to come and help PM to collect $$ 🙂

So, you got overcharged? you said 2x billing for you with PM and Koodo.. can you confirm the date on those charges? All 3 charges on the same day?

When you activate your account, I meant YOURS..not your wife..did you recall some errors and you need to re-activate a second time? Some people saw an error, re-activate and turns out activated 2 accounts

Similarly, when you activate you wife account, did you see error and need to re-activate a 2nd time?

Re: Multiple auto pay CC payments on first month on 2 separate accounts

ShawnC13 — Sat, 05 Feb 2022 03:30:39 GMT

What day of the month did you join? If it was Jan 1 you could have 2 charges in January as they are 30 day plans

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 03:33:05 GMT

Incorrect. First TWO charges say Public Mobile , third charge says Koodo Top Up Reapprove. So I was charged 3 x for my account on the Credit Card. How do I fix?

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 03:35:28 GMT

Billed twice by Public Mobile PLUS a single charge from Koodo Top Up Reapprov = 3 x the monthly amount on my credit card. For my wife, one charge from Public Mobile PLUS one charge from Koodo Top Up Reapprov = 2 x the month amount for her phone on the credit card.

Re: Multiple auto pay CC payments on first month on 2 separate accounts

HALIMACS — Sat, 05 Feb 2022 03:35:35 GMT

Did you activate in-store, or yourself online?

Also, are you CERTAIN the initial charges aren't just 'pending' charges which may not settle to actual charges?

And do the 'extra' payments show under the respective account's Available Balance which will display in self-serve? If they do, leave them there for use against future renewal charges - much easier than going through rigmarole of requesting refund through public mobile.

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 03:40:23 GMT

Joined January 21st. Credit card cutoff was January 27th.

Re: Multiple auto pay CC payments on first month on 2 separate accounts

softech — Sat, 05 Feb 2022 03:46:21 GMT

@Sealevel wrote:
Billed twice by Public Mobile PLUS a single charge from Koodo Top Up Reapprov = 3 x the monthly amount on my credit card. For my wife, one charge from Public Mobile PLUS one charge from Koodo Top Up Reapprov = 2 x the month amount for her phone on the credit card.

@Sealevel

You will need to open tickets with PM Support. Send them all the CC transaction details.

But you need to open 2 tickets, one for yourself, one for your wife.

I assume this Community account (Sealvel) is for your own PM line, Create another Community account for your wife

Then from each Community account, open a ticket with PM Support using one of the 2 ways below:

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: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 03:46:20 GMT

ALL of the extra charges are on my credit card NOT on my Public Mobile account. The PM account only shows one month auto pay for each of my wife and I. The triple bill for me and double bill for my wife are on the credit card statement to be paid in 5 days. Nothing pending on either credit card or Public Mobile account. If I leave them on the credit card beyond payment, cannot get them to cancel so dependent on Public Mobile after payment.

Frustrating that I cannot get anyone from Public Mobile to explain...they got me to file a "ticket" and sent me to the Community.

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 03:48:32 GMT

Also, I bought SIM cards in store, activated online. Took two different browsers... Firefox setup crashed so went to Edge where I was successful for both of us. But why a charge from both Public Mobile and Koodo?

Re: Multiple auto pay CC payments on first month on 2 separate accounts

softech — Sat, 05 Feb 2022 03:48:41 GMT

@Sealevel wrote:
ALL of the extra charges are on my credit card NOT on my Public Mobile account. The PM account only shows one month auto pay for each of my wife and I.

@Sealevel It sounds like you might have seen some error during activation and hence you re-attempt a second time and created 2 (possibly 3 ) accounts for yourself, similar things happened when you setup your wife's. It's not your fault, so , open a ticket with PM (I have the ways to open ticket on my earlier post) and they will refund it no problem.

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 03:52:07 GMT

Apologies for my tight writing style.... I tend to use precise wording and caps for emphasis, not for shouting! 🙂

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Luddite — Sat, 05 Feb 2022 03:52:32 GMT

@Sealevel Use the private message method to contact the CSAs and deal with both accounts at the same time. Just give them both account numbers.

Re: Multiple auto pay CC payments on first month on 2 separate accounts

softech — Sat, 05 Feb 2022 03:54:27 GMT

@Luddite that is a better way without 2 Community accounts 🙂

Re: Multiple auto pay CC payments on first month on 2 separate accounts

esjliv — Sat, 05 Feb 2022 04:07:00 GMT

There used to be a time when a SIM card was already activated, then going through the activation process again would NOT Allow you to proceed any further, and I am guessing therefore no additional charges.

Why, did this process seem to change....it was better the other way - gesh.

Methods to submit tickets found here:

https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

Re: Multiple auto pay CC payments on first month on 2 separate accounts

darlicious — Sat, 05 Feb 2022 06:11:01 GMT

@Sealevel

Stupid Simple--Simon he does that. You can send a private message to customer support as well. "Put Triple charged at activation" in the subject line and leave a detailed message. Include the copy of both of your credit card statements with the extra charges from pm and koodo. Include the verification details for both your account and your wife's so the CSA can easily access and view both of the account details to issue the refunds. In these cases pm aims to issue the refunds within 3 to 5 business days back to the respective credit cards.

Usually double or triple charges like these are from activation issues at the payment stage and the customer surmising that the activation failed repeats the process until they get a successful activation. Unfortunately what happens when the activation seems to fail at the payment stage is if the payment card gets charged the activation was successful but the sim card does not get provisioned to the account. Unless the customer seeks guidance from the community who will tell you to contact customer support to properly provision your sim card to your account most customers just start over and the sim card not being provisioned allows another activation to occur because it still acts like a new sim card. The account only registers the original payment. Any subsequent payments just dont register for some reason to the original account created.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 07:51:27 GMT

Don't have a 4 digit pin but did send a private message with data from credit card and phone numbers. Have tried to solve both accounts on one message. Will see how that goes. Thanks for the link!

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Sealevel — Sat, 05 Feb 2022 07:54:07 GMT

As mentioned below, I sent the CS_Agent a private message with details of transaction. I hope to solve both account issues at the same time. I will post my results. Thanks for the suggestions!

Re: Multiple auto pay CC payments on first month on 2 separate accounts

Community_QA — Sat, 05 Feb 2022 14:19:27 GMT

So, they can activate multiple times with the same SIM card? Last time I activated in Bestbuy, they failed first time and they have to give me another SIM ..