topic Re: Overcharged in Get Support

Overcharged

cheetahkitty333 — Sat, 13 Aug 2022 13:49:14 GMT

Hello I went to reactivate my account because I couldn’t call or text out and my account was due for payment but I’m normally on autopay and I changed my plan when I did reactivate and now I have been charged for both my old and new payments please can I get reimbursed some how for the old amount?

Re: Overcharged

softech — Sat, 13 Aug 2022 13:01:00 GMT

@cheetahkitty333 did you clicked "Change plan now" when you make the plan change?

Were the old plan charge and new plan charge both charged on the same day? If that is the case, you could have selected change plan a bit late, shortly after the renewal. if that is the case you can request PM to reverse one of them.

However, if you are in middle of the cycle with the old plan (the current cycle has been on for couple days or more), then it is an expect behavior when you click "Change plan now", Change plan now will change plan immediately and PM will charge new plan amount , unused days on the old cycle will be forfeited.

So, if both plans were charged on the same day, you can open ticket with PM Support and have them reverse the charge for one of them:

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: Overcharged

Yummy — Sat, 13 Aug 2022 13:04:20 GMT

If you did change NOW at the time of renewal it is possible PM to charge you twice. You can call it glitch or unpolished software.

You can always ask agent to look into your case and issue refund to your account.

Re: Overcharged

cheetahkitty333 — Sat, 13 Aug 2022 13:20:02 GMT

Hello yes it was the same day and I put change plan now because my account was deactivated claiming I needed to add funds when I was already on autopay and I needed to use my phone and I couldn’t because of that and because it said I had my even older plan still I selected a new one on there so I’m not sure but yes I think I should be eligible for a refund

Re: Overcharged

softech — Sat, 13 Aug 2022 17:45:26 GMT

@cheetahkitty333 yup, almost certain they will accept the refund request

Just an FYI, in fact, on the renewal morning, if you see the plan still showing suspended, just confirm if you actually have phone service still. A lot of the time, PM is just still renewing the account and your service is not really suspended. I would saying do not touch the account on the renewal morning before noon EST, as long as you still have the service.

Go ahead and open the ticket and let us know how it goes