topic overpayment in Get Support

overpayment

Daniela6 — Sun, 22 May 2022 16:16:27 GMT

hello, I was looking for an option to buy MB and it turns out that I was charged 2 payments, one for 16 dollars and the other for 22, I activated my 5g to have internet and it turns out that it doesn't work, they can refund the money for the 2 purchases. thank you

Re: overpayment

JK8 — Sun, 22 May 2022 16:40:56 GMT

@Daniela6

If the funds are sitting in Available Funds in self service just leave it there and it will be used automatically on the next renewal dates, otherwise….

You will have to contact an agent:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
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Re: overpayment

esjliv — Sun, 22 May 2022 16:54:15 GMT

@Daniela6 - what do you mean you have 5GB and it doesn't work? Have you checked to see if you have any data left? Or, has it never worked before?

Your Self Serve account under your overview section has the most accurate usage, go by that:

https://selfserve.publicmobile.ca/Overview/

If the data line does not show up, then that normally means you used up all your data allotment this cycle.

If you do see data adds listed above, try below troubleshooting to see if data will work (firstly, ensure your Data is turned on in the settings of your device):

restart your phone
toggle into and out of airplane mode
perform a Reset of the device's Network Settings
try your SIM card into another phone to see if data works

FYI, if you ARE out of data this cycle, note that purchasing an addon is TWO STEPS - Be sure to:
1. Add funds to your account, if you don`t have sufficient funds

2. Go back to the Add-Ons page and select your Add-On.

edit typo

Re: overpayment

JL9 — Sun, 22 May 2022 17:06:32 GMT

PM is 3G or 4G throttled then, either way it should still work with a 5G capable phone.What does your account history show ? did you buy a 1GB add on and something else? what was the 20 purchase, did you buy a 20 add on inadvertently? Either way a CSA can sort that out and if there was an error can prob revert it back to your available balance for future renewals or add ons