topic Re: Duplicate Billing in Get Support

Duplicate Billing

Shawzie — Wed, 27 Apr 2022 03:57:24 GMT

On March 7 I requested an add-on for US public roaming for 10 days and was billed $22.40. I was also billed this same amount again on March 8th. The March 8 is a duplicate billing which should be reversed.

At the end of the initial 10 day period, I requested an additional 10 day us roaming and was billed on March 17 th for $5.60 and $33.60. I was expecting a charge for $22.40 as was the case on March 7. The data plan did not work and I should not have consumed any data. Could you please advise why I was charged $39.20 (33.60+5.60). I think I should be entitled to a refund of $16.80 ($39.20 - 22.40) and an additional amount of approx $5 for the data that did not work during the 2nd 10 day roaming period.

Lastly- my usual monthly billing was $41.44 but I note I was charged $35.84 on April 7th. Is this the correct amount?

Thanks

Re: Duplicate Billing

softech — Wed, 27 Apr 2022 04:23:59 GMT

@Shawzie

You are on the $40 plan? and you are in BC or Manitoba?

Which roaming you were trying to buy on March 7 ? which roaming you want to buy on March 17?

Can you post your Transaction history from March 7 to today?

Your April cycle date started in April 7, which mean Mar 8 was the previous cycle. I suspect the charge that you thought a duplicated one was in fact a charge for your regular monthly charge (You should have some amount in Available Fund on Mar 8 and hence PM was not charging your full amount for renewal in March)

Your April 7 charge was lower, likely because there is a $5 Available Fund in My Account

Since Buying Add-on is a 2 steps process (first load fund, then buy) and many people missed the buying part, I have a felling at one point (either Mar 7 or Mar 17), you just loaded fund and didn't really buy the add-on and hence the money stayed in the account as Available Fund instead

Please Post us the screenshot from transaction history and we will try to understand and hopefully able to explain

Re: Duplicate Billing

JL9 — Wed, 27 Apr 2022 05:12:56 GMT

Yeah a screenshot with any personal info removed would go a long way in getting to the bottom of it.

Re: Duplicate Billing

dust2dust — Wed, 27 Apr 2022 05:41:40 GMT

It would be much easier for us if you talked about the charges from here rather than the resulting charges you see on your credit card.

I think you got crossed up timing with your renewals and that you didn't actually buy add-ons. And so the money you put in simply went towards your renewals.

Provide images of your payment history and we can help get to the bottom of it all.