topic Re: Over Billed and not having luck getting help in Get Support

Over Billed and not having luck getting help

Rewashko — Tue, 03 May 2022 18:52:32 GMT

I do not sit a my deck or have the privilege of carrying my hone to reply to email on Public Community, can someone

please direct me to personal to get my duplicates charges on add ons in the end of March 24, 2022

Re: Over Billed and not having luck getting help

dabr — Tue, 03 May 2022 19:01:34 GMT

@Rewashko You'll need to submit a ticket to customer support via chatbot and ask them to take a look at any duplicate charges. Submit a ticket here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or send a private message to CS_Agent if unable to submit a ticket here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

BTW, do you see any extra balance in your self service account if you were charged erroneously? If there's a balance in your account, then your next payment would deduct from that balance first anyway, but I'd still want to know why you have a duplicate charge from CSA's.

Re: Over Billed and not having luck getting help

softech — Tue, 03 May 2022 19:03:07 GMT

@Rewashko

You sure the duplicated charge is not sitting as Available Fund and not being used at the moment?

Sorry, PM Support is all online. They reply via the Community inbox here and not the email. No worry, open a ticket now and they will reply quick. Likely just 2 or 3 messages and it will be all settled.

To open ticket with PM Support:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Over Billed and not having luck getting help

JL9 — Tue, 03 May 2022 19:56:25 GMT

Whether the funds are in the available balance or it is showing zero, the easiest solution is probably leave it in there (or get a CSA to have them put in your available balance for your next renewal) as opposed to a refund. That way you won't have your card charged again for 2 month and won't have to go through any delays for refund, etc.

Re: Over Billed and not having luck getting help

BKNS27 — Tue, 03 May 2022 21:31:07 GMT

@Rewashko

Unfortunately, you must have tried to make a payment and click on it twice.

The overcharge will remain in your account as credit for your next payment but it may take up to 30 days to process (in time for your next payment).

If you are not sitting on your deck or privilege to reply on this Community. Just leave it as a credit and relax.