topic Re: Understanding my charges in Get Support

Understanding my charges

bhayanishah — Fri, 01 Jul 2022 20:33:29 GMT

I was travelling to the US so I purchased a more inclusive plan with more data, calling and texting until I got there and realized that none of it was valid if I didn't pay for roaming. I bought top-ups so I was charged $22.40 on June 21, but I was also charged $22.40 again the next day and $33.60 for some reason. Please let me know why I was charged this amount

Re: Understanding my charges

darlicious — Fri, 01 Jul 2022 20:38:40 GMT

@bhayanishah

Log into your self serve account and check your available funds and your transaction history. What is listed there? Manual or automatic top ups? Your US Roaming add on? When did you change plans? The last day or two?

Re: Understanding my charges

MrSpock — Fri, 01 Jul 2022 20:39:12 GMT

@bhayanishah you will need to contact customer support for a refund you can contact a cs agent explain your problem Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: Understanding my charges

softech — Fri, 01 Jul 2022 20:42:01 GMT

@bhayanishah did you check Transaction log in My Account:

https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

it should show you clearly what are the 2 charges. Check it. Maybe post screenshot and we can try to help

Re: Understanding my charges

esjliv — Fri, 01 Jul 2022 20:46:09 GMT

@bhayanishah - a screenshot of your transaction payment history would be helpful.

Sorry to hear about this. Others have also presumed that the higher inmarket plans, that list USA, are also for use whilst in USA...but they are NOT.

ONLY Roaming Addons work on an active plan whilst in USA.

So, if these are charges that show in your history and there was some misunderstanding of it all, see @MrSpock post.