topic Re: overpayment in Get Support

overpayment

ballonier08 — Wed, 13 Apr 2022 23:43:09 GMT

Hello, I wanted to ask why public mobile billed my account twice on March 25?

Re: overpayment

esjliv — Wed, 13 Apr 2022 23:47:30 GMT

@ballonier08 - that would be a good question.

Do you see the extra funds in your Available Funds balance in your self serve account?

If so you can just leave them there for your future renewals.

When you look at your transaction history, does it explain the charge: https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

If the funds are not in your Available Funds balance, and you really have no reason where these funds are ask CSA to check into this.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 - Faster use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here:

Private Message to Public Mobile Customer Support Agents (CSA)

Re: overpayment

hairbag1 — Wed, 13 Apr 2022 23:51:55 GMT

Post a screen shot of your March payment history.

Re: overpayment

BKNS27 — Wed, 13 Apr 2022 23:52:46 GMT

@ballonier08

Did you accidentally click to make a payment twice or multiple times?

The extra payment will be as credit for your next month payment.

Re: overpayment

JL9 — Wed, 13 Apr 2022 23:58:36 GMT

Because they seem to be good at that these days. Kind of annoying but you can leave it in your balance and then won't have your card charged again until June.

Re: overpayment

HALIMACS — Thu, 14 Apr 2022 00:09:40 GMT

@ballonier08

Is it possible you could be seeing 2 lines under your transaction history in self-serve?

An example is below. Public mobile separates the data and plan component into 2 portions on renewals:

Apr 9, 2022	5 GB at 3G Speed/ 5 Go à la vitesse 3G
Apr 9, 2022	30-day plan/Forfait de 30 jours

Unless, you are seeing 2 separate line items on your credit card statement, in which case, check to see if the 'extra' payment is included in your Available Funds. It's best to just leave it there for future renewals.

You'll also want to contact Customer Support to ensure it doesn't recur, as @esjliv provided.

Re: overpayment

hTideGnow — Thu, 14 Apr 2022 00:08:58 GMT

HI@ballonier08 You see 2 transactions on your credit card? Did you ever try to manually pay on or around March 25? Maybe Autopay took the money once and you manually paid the 2nd time? And you see any amount in Available Fund in your account

Re: overpayment

Community_QA — Thu, 14 Apr 2022 01:55:51 GMT

@ballonier08 no one here will know, we are just customers🤣

where you see it charged you twice? PM ? or CC?