topic Re: Payments in Get Support

Payments

LoriRitter — Wed, 16 Mar 2022 18:21:14 GMT

Why did 2 payments for the same amount on the same day Match 14 2022 come out of my MasterCard?

Re: Payments

BeachNBeer — Wed, 16 Mar 2022 18:22:51 GMT

@LoriRitter Did you possibly manually change your plan or buy add-ons? Do you by chance have more than one account?

You should reach out to support.

Open a ticket via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

Re: Payments

softech — Wed, 16 Mar 2022 18:24:25 GMT

@LoriRitter any chance one of those is just pending charge on your credit card? You didn't manually paid , right? you suspect both are from Autopay? Did you check transaction history on My Account Maybe? it shows one or two transactions?

Maybe open a ticket with PM and confirm:

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: Payments

LoriRitter — Wed, 16 Mar 2022 18:24:18 GMT

How do I open a ticket?

Re: Payments

BeachNBeer — Wed, 16 Mar 2022 18:25:14 GMT

@LoriRitter How do you open a ticket? Answer is below.

Open a ticket via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

Re: Payments

softech — Wed, 16 Mar 2022 18:26:13 GMT

> How do I open a ticket?

@LoriRitter posted above. but here you are again

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: Payments

jennawilliams1 — Wed, 16 Mar 2022 18:26:06 GMT

This has happened to my fiance before. He had to contact public mobile - they didn't refund the credit card but they just didn't charge him the following month!

Re: Payments

darlicious — Wed, 16 Mar 2022 18:27:23 GMT

@LoriRitter

It's probably easier to send a private message. Include the info listed below and a copy of your statement showing the double charge along with a detailed message . Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour.

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: Payments

softech — Wed, 16 Mar 2022 18:28:02 GMT

@jennawilliams1 @LoriRitter if it was an error on PM side, you could demand a refund but it could take a week or two. Putting the extra back in the account is easier. The fund would then be used for next renewal

Re: Payments

esjliv — Thu, 17 Mar 2022 00:52:57 GMT

@LoriRitter wrote:
Why did 2 payments for the same amount on the same day Match 14 2022 come out of my MasterCard?

@LoriRitter - this was only two days ago. Are they both showing PENDING charges? If so, one may likely drop off when the authorization is complete.

If these end up being Authorized charges, perhaps you topped up your account just at the time your Autopay kicked in, which caused 2 valid payments.

Check to see if the Available Funds are showing any extra $'s there.

Also, check your transaction history to see if the payments are listed there (pick a date range to view) here: https://selfserve.publicmobile.ca/Overview/payment/Payment-History/