topic Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT in Get Support

ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

kitten1979 — Fri, 13 May 2022 00:29:57 GMT

EXTREMELY UPSET, CUSTOMER, I HAVE BEEN WITH PUBLIC MOBILE FOR YEARS!! I HAVE ALWAYS PAID ON TIME. AND I HAVE NEVER BEEN CHARGED TWICE BEFORE UNTIL NOW, I EMAILED PUBLIC MOBILE REGARDING, BEING CHARGED TWICE AND I NEVER HEARD BACK FROM THEM.

NOW THEY FROZE/ DISABLED MY PHONE! I WAS ON THE OTEHR SIDE OF TOWN, HEAVEN FORBID IF SOMETHING HAPPEND, I COULD NOT CALL OUT SINCE ABOUT 12:00PM TODAY! IT WORKED UNTIL THAT TIME.

THEN IT WAS DISABLED! IT KEPT SAYING FOR ME TO CALL#611 AND I COULD NOT GET ANYONE, SO I HAD TO WAIT TO COME BACK HOME, IN BAD TRAFFIC!! (NO PHONE, LOTS OF ACCIDENTS ON HIGHWAY) AND NO PHONE!! INCASE OF EMERGENCY!!

PUBLIC MOBILE DISABLED MY ACCOUNT UNTIL I PROVE I WAS CHARGED TWICE FOR MY ONE BILL!! EXTREMELY UPSET CUSTOMER! I WILL UPLOAD THE PICTURE YOU REFUSE TO ACCEPT!

OR ACKNOWLEDGE!

I WOULD LIKE MY ACCOUNT RE ACTIVATED!!

THE PICTURES

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

BKNS27 — Fri, 13 May 2022 00:28:00 GMT

@kitten1979

Please remove your personal email address and your number on payment screenshot as this is a public Community and we are members like you.

Normally multiple charges are because you click a payment multiple times.

The additional payment will remain as credit in your account or you can ask for a refund from a CS_Agent but it will take up to 30 days to process…your next payment date.

They can be contacted by private messaging or create a ticket on SIMon Chatbot on this Community page.

Try rebooting your phone by holding down the power button and reseat your SIM then power the phone back on to see if your service is restored.

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

Yummy — Fri, 13 May 2022 00:31:12 GMT

Any account issues has to be brought to agent's attention.

To contact CSA-agent, there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

esjliv — Fri, 13 May 2022 00:33:25 GMT

@kitten1979 - i think you said you already messaged Public Mobile customer support, yes? So go back to that ticket or open a new one and include the screen shots there.

We are customers like you and do not have access to your account.

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: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

softech — Fri, 13 May 2022 00:37:22 GMT

@kitten1979 Calling *611 is only to check the account status but not to talk to PM Support

So, you got charged twice in March, did you ever call the bank to reverse the charge, requesting a charge back?

For My Account access, use the Forgot Password link to try to self Reset the password: https://selfserve.publicmobile.ca/forgot-password/

For proper engagement with PM Support, or your problem or to reset the password if you are not able to reset it yourself using the Forgot password, please open a ticket by direct message:

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: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

kitten1979 — Fri, 13 May 2022 00:38:35 GMT

i've tried to turn off, take out my sim, since 12 today, nothing is working, my account has been stopped. disabled, i have been trying ,

do you know how to delete the photos?

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

esjliv — Fri, 13 May 2022 00:40:44 GMT

@kitten1979 - go to your original post and see the down arrow in the top right corner. Click that to edit the post.

Have you tried a different browser or open a tab in incognito mode to try logging in?

Did you submit a ticket to see why you cannot log into your account?

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

softech — Fri, 13 May 2022 00:40:51 GMT

@kitten1979 wrote:
i've tried to turn off, take out my sim, since 12 today, nothing is working, my account has been stopped. disabled, i have been trying ,

do you know how to delete the photos?

@kitten1979

use this link to delete the pictures:

https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/21368

have your mouse hover over the picture, click the X on the top right

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

kitten1979 — Fri, 13 May 2022 00:48:14 GMT

I've tried to restart phone, multiple times. taking out sim multiple times,

my phone is disabled by public mobile,

if i paid twice, i would have just left it, if it was showing twice on my public mobile account, but it said, i only paid one time on April 14 .2022.

but on my credit card , i was charged twice, for the exact same amount, two seperate times, i thought the same thing, (oh next month i do not have to worry about making another payment,) but it was not on my account , and i tried to email public mobile but they did not get back to me, so i had my bank deal with it,

now i guess they didnt like the bank asking for the money back , after they charge my credit card twice but only show i paid one time on my public mobile account! , they froze my account,

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

kitten1979 — Fri, 13 May 2022 00:49:16 GMT

thank you,

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

kitten1979 — Fri, 13 May 2022 00:49:28 GMT

thank you

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

esjliv — Fri, 13 May 2022 00:51:08 GMT

@kitten1979 - AH, that is what happened then, as @softech posted I believe.

You got your bank to cancel that 2nd charge, which Public Mobile than cancelled (well disabled your account).

You cannot email Public Mobile, you can only submit tickets to them by methods already provided by others in this post.

I suggest you submit a ticket with Public Mobile Customer Support (CSA) asap.

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

kitten1979 — Fri, 13 May 2022 00:51:55 GMT

yeah the bank reversed the charges, on march 14 2022

but on my public mobile account for the same date, it said i only paid one time. if i do accidentally press twice, i just leave it and think , at least i am paid up for two month, and i would not have to worrry about it the next month, but in this case, my credit card was charged twice but only showed one time of a payment on my p/m account

Re: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

softech — Fri, 13 May 2022 00:55:22 GMT

@kitten1979 wrote:
and i tried to email public mobile but they did not get back to me, so i had my bank deal with it,

now i guess they didnt like the bank asking for the money back , after they charge my credit card twice but only show i paid one time on my public mobile account! , they froze my account,

@kitten1979 Yes, asking the bank for a chargeback , reverse the charge , will result with PM disabling the account. Your bank might have reversed both charges, or reversed the wrong one of the two. You have to open ticket with PM using direct message and work with them. Usually they will not allow you to make credit card payment and they will ask you to buy vouchers and load using ONLY *611 for 12 months, like a probation

Please open a ticket , tell them what happened and tell them it was their fault for charging you twice in the beginning, tell them they didn't reply your enquiry and forced you to take that path with the bank. Let's hope they understand and can accept credit card payment from you without the 12 months probation.

Again, message them here, message them now:

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: ACCOUNT DISABLED!~! AND CHARGED TWICE FOR 1 MONTH, FOR MY ACCOUNT

JL9 — Fri, 13 May 2022 02:00:26 GMT

Yes this is the mindset to have. Just leave it in the balance to cover next renewal and your card won't be charged for 2months. Sometimes it isn't reflected in your available balance and you can open a ticket with a CSA to resolve that

disabled from account, now have to pay for voucher, when account disabled?

kitten1979 — Fri, 13 May 2022 02:46:41 GMT

how to pay with voucher? when your disabled from account?

Re: disabled from account, now have to pay for voucher, when account disabled?

softech — Fri, 13 May 2022 02:51:35 GMT

@kitten1979 You have the voucher already? did you try to call using *611?

Re: disabled from account, now have to pay for voucher, when account disabled?

esjliv — Fri, 13 May 2022 02:53:11 GMT

@kitten1979 - call 611 from your device.

If issues persist, submit a ticket to CSA for assistance to help add the voucher to your account.

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

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

edit, wait a second...didn't your account get disabled due to the chargeback you made with your card?

Then you have you connected with a CSA to get this sorted out FIRST?

Re: disabled from account, now have to pay for voucher, when account disabled?

kitten1979 — Fri, 13 May 2022 02:53:02 GMT

I keep email CSA but they are not gettin gback to me< now i have to drive two hours to work tomorrow with no phone, i am so upset with public mobile! i am going to the CRTC!!

Re: disabled from account, now have to pay for voucher, when account disabled?

kitten1979 — Fri, 13 May 2022 02:53:35 GMT

that does not work, just tells me to log in, i try to log in, and it says my account is disabled