topic Re: Payment issue in Get Support

Payment issue

JT-4 — Mon, 28 Feb 2022 15:41:25 GMT

Was charged twice for one month.

Re: Payment issue

softech — Mon, 28 Feb 2022 15:45:24 GMT

@JT-4 Were both charges on the same day? or different day? How about the amount? same amount or different one?

Did you just join PM in Jan and this is your first Autopay renewal and got charged twice? If so, did you recall any issue when you activated? Did you get an error message and you have to try activated a 2nd time? I just wonder if you created multiple accounts by accident.

Login to PM My Account, check the Transaction history and see if it makes sense. You might want to post the screenshot and maybe we can help

To open ticket with PM for further investigation, you can do so by one of the 2 ways below:

1. If you have access to Self-Serve My account: 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. If you don't have access to My Account or have trouble with above method: 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: Payment issue

BKNS27 — Mon, 28 Feb 2022 16:14:48 GMT

@JT-4

Did you purchase an Add-on?

If not, the extra charge will be a credit in your account and will be used on your next bill.

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 16:16:09 GMT

Both charges were same day.

The transaction history does’t make sense.

It shows 4 transactions.

I have 2 charges for $54.24 on Feb. 19th. on my credit card.

Is there not a person to talk to?

Re: Payment issue

Anonymous — Mon, 28 Feb 2022 16:18:06 GMT

@JT-4 : On the overview page up top there's a line Available Funds. Is there anything more than $0 there?

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 16:18:30 GMT

I took a screen shot, but don’t know how to send.

Re: Payment issue

BKNS27 — Mon, 28 Feb 2022 16:19:34 GMT

@JT-4

You can contact a CS_Agent to get a refund by private messaging or SIMon chat on this page but it may take 30 days to get a refund (approximately time of your renewal date).

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 17:24:53 GMT

No. It is at $0.

No it’s at $0.

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 17:25:27 GMT

No, I didn’t.

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 17:27:37 GMT

I don’t see a credit coming either.

Re: Payment issue

BKNS27 — Mon, 28 Feb 2022 17:29:03 GMT

@JT-4

Just reach out to the CS_Agent by private messaging on the envelope icon.

Re: Payment issue

Anonymous — Mon, 28 Feb 2022 17:29:19 GMT

@JT-4 : It would be nice to see that screenshot of your payment history. Can you "copy" the pic and then paste it in this textbox when you reply.

But it would seem you're going to need the help of the CSA's.

Re: Payment issue

BKNS27 — Mon, 28 Feb 2022 17:30:39 GMT

@JT-4 @Anonymous

What phone do you have so we can help you post the screenshot?

Re: Payment issue

BKNS27 — Mon, 28 Feb 2022 17:32:16 GMT

@JT-4

When you reply to our posting…click on picture icon top right and attached photo.

Re: Payment issue

Anonymous — Mon, 28 Feb 2022 17:34:29 GMT

@JT-4 : But get going with contacting the CSA's. Then while you're waiting for a reply you can try things.

The copy/paste method would have to be done from your phone. Unless you're fine with moving pics from your phone. You can still copy/paste or yes use the camera icon.

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 21:28:24 GMT

Sorry, not that tech savy.

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 21:28:46 GMT

I phone xr

Re: Payment issue

JT-4 — Tue, 01 Mar 2022 06:16:23 GMT

Re: Payment issue

softech — Mon, 28 Feb 2022 21:36:04 GMT

@JT-4 wrote:
Both charges were same day.
The transaction history does’t make sense.
It shows 4 transactions.
I have 2 charges for $54.24 on Feb. 19th. on my credit card.
Is there not a person to talk to?

@JT-4 you joined in Jan? did you recall any problem with activation and you need to re-activate a second time? It sounds like you might have activated more than one account

I understand you don't know how to attach screenshots, but I guess you can just open ticket with PM Support and provide them the credit card number and then they can trace back.

[update: I see your screenshot now, showing only one Credit/Visa Debit Top-Up. As I said, it could be you have created a 2nd account when you joined. You opened ticket with PM Support yet?]

Re: Payment issue

JT-4 — Mon, 28 Feb 2022 21:41:19 GMT

I didn’t join in Jan.

In Nov. my credit card expired and I had to give them new info.

Did that make 2 accounts.