topic Re: Account double charge in Get Support

Account double charge

shohdyh — Sun, 10 Jul 2022 16:10:04 GMT

Hi;

I got an unauthorized double charge to my credit card, all my attempts to reach Public Mobile support failed.

Please advise who can I speak to to have this addressed.

Re: Account double charge

softech — Sun, 10 Jul 2022 16:11:48 GMT

@shohdyh do you see the extra charge sitting in the Available Fund? If so, you can leave it there for next renewal. Much easier.

PM is prepaid and usually do not make refund, but it if it system problem, then they might. If you want to try, open a proper 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: Account double charge

MrSpock — Sun, 10 Jul 2022 16:12:21 GMT

@shohdyh hi for a refund you will need to open a ticket, to speak to a customer service agent 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: Account double charge

JK8 — Sun, 10 Jul 2022 16:12:34 GMT

@shohdyh

Can you log into self service and see if the extra payment is in Available Funds? If yes, then just leave it there and it will be used on the next renewal date.

Re: Account double charge

shohdyh — Sun, 10 Jul 2022 16:14:37 GMT

In the process of porting my number to another provider, Public Mobile had no one to talk to or instructions on how to do this process. New provider offer help by submitting the form. process delay caused the number to be disabled on June 22, also my subscription goes to the end of the month. I had to reactivate the number for the porting process to complete, I got the double charges. The number was ported 2 days later, never received a credit for the double charge or the unused dates.

Re: Account double charge

shohdyh — Sun, 10 Jul 2022 16:16:22 GMT

My access was disabled as the number was ported to another provider. I can no longer access my account

Re: Account double charge

Yummy — Sun, 10 Jul 2022 16:19:19 GMT

@shohdyh wrote:
My access was disabled as the number was ported to another provider. I can no longer access my account

When you port out, your PM is immediately deleted.

To resolve extra charge you will have to contact agent and explain your issue. There is no other way.

To contact CSA-agent, there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

Re: Account double charge

shohdyh — Sun, 10 Jul 2022 16:22:27 GMT

Mayor, are you working for Public Mobile or just giving your feedback? I need to connect with an agent to look into this, it is too much hassle.

Re: Account double charge

MrSpock — Sun, 10 Jul 2022 16:23:09 GMT

@shohdyh Hi as I noted you will need to open a ticket, you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: Account double charge

Yummy — Sun, 10 Jul 2022 17:09:45 GMT

@shohdyh wrote:
Mayor, are you working for Public Mobile or just giving your feedback? I need to connect with an agent to look into this, it is too much hassle.

There is NO PM employees here. Only customers helping other customers.

As mentioned before there are two ways to contact agent.

Re: Account double charge

shohdyh — Sun, 10 Jul 2022 17:55:46 GMT

I did send a private message, it is so much hassle to open a tickets as when you go the help screen, you would be faced by many robot questions taking you nowhere. It is so frustrating, when I posted this, I got so many comments, it is not clear if it is from PP support or just users volunteering their input. I need to either talk or intact with a human from PP end. That is all I need, it is so frustrating.