topic Re: Over payment in Get Support

Over payment

Thebeast — Tue, 05 Apr 2022 16:16:30 GMT

I had just paid for my phone to be connected and when I viewed my payment history it says I have paid it 4 times and still have no balance? Why can't I use my phone right now? I would like to be refunded my money back as I can't use my phone after I've paid it 4 times

Re: Over payment

hTideGnow — Tue, 05 Apr 2022 16:19:06 GMT

HI @Thebeast What do you see in My Account's Available Fund ? $0

Check the My Account Transaction log , what does it shows? can you provide a screenshot?

Re: Over payment

Yummy — Tue, 05 Apr 2022 16:30:04 GMT

Did you just activate new account? Today?

What you account status says? Active?

Screenshot of your transactions at PM account will be helpful to figure out what is going on.

Did your credit card get charged 4 times?

In the mean time while waiting for additional advises you can initiate contact with agent if you are very positive you have been charged 4 times for the same service.

Send a private message to the CSA - agent by clicking Here

Re: Over payment

BKNS27 — Tue, 05 Apr 2022 16:50:00 GMT

@Thebeast

Try rebooting the phone by powering off then back on.

As for the overpayment, if your account shows the 3 overcharges. Just reach out to a CS_Agent to have this corrected and also look at the SIM problem.

Over payment

darlicious — Tue, 05 Apr 2022 17:40:52 GMT

@Thebeast

April Fools!!....Sadly and seriously I dont know who the fool is here or it was the pm gremlins and all of their tomfoolery with autopay and other aspects of the payment system on April 1st that the ramifications are still being felt by customers like yourself.

Take a couple of screenshots of your payment history and overview page as it stands. If you have enough in your available funds to pay your plan amount you should be able to reactivate your plan by going to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Your plan should automatically reactivate even if your overview page does not immediately update. Log out and reboot your phone.

For all of the extra charges, debits and messes in your payment history contact customer support to sort it all out. If you just choose an account credit it won't take too long to get it all sorted out with the CSA. You won't have to worry about any possible autopay failures for the next few renewals at least.

If you prefer a refund to your card it will take longer....possibly up to 30 days for it to finally be processed and refunded. The choice is entirely up to you. Submit a support ticket via Simple--Simon (another fool?!!) or send a detailed private message via the link below.

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: Over payment

JL9 — Tue, 05 Apr 2022 17:50:58 GMT

Wow it's usually just a double payment... 4x is overkill and under the circumstances they should be able to initiate a refund for that, opening up a ticket should get that on track

Re: Over payment

esjliv — Tue, 05 Apr 2022 21:54:38 GMT

@Thebeast wrote:
I had just paid for my phone to be connected and when I viewed my payment history it says I have paid it 4 times and still have no balance? Why can't I use my phone right now? I would like to be refunded my money back as I can't use my phone after I've paid it 4 times

@Thebeast

Credit cards companies can show both Pending and Authorized/Approved charges. Sometimes there are multiple Pending charges showing during activations or renewals, but when the payment gets authorized, the incorrect amounts will fall away, then the real one will stay.

If these end up being Authorized/Approved charges and the extra funds are not showing in your Available funds area, then contact Public Mobile Customer Support Representatives (CSA).

There are 2 ways to reach CSA, found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent