topic Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks in Get Support

FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 23:37:52 GMT

Can anyone help me dig through this little issue?

My regular payment went through on October 23.

Today I got a text saying I could upgrade to a plan with 15GB of data at 4g rates. I thought, great! The next message then said it would go into effect on the next billing cycle, or I could go online to activate it now. I went online and activated the new service.

Then I realized my mistake: there was no refund for the previous payment, and no prorated adjustment for the new overlapping payment. This means I am now paying double for three overlapping weeks of service.

Contacting customer service just led to a bunch of excuses: there is no actual customer support, just community support. This is a prepaid service, so I've now prepaid and that's just what I get. There is no prorated anything. No refunds.

I caught the mistake immediately and started a support ticket, and can't believe it seems fair to let the customer make such a mistake and pay twice for service.

Never before have I been so frustrated with Public Mobile. I'm disappointed.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

Outdoorsman — Tue, 01 Nov 2022 22:12:50 GMT

@dryates hi you are on a prepaid plan and as you say there is no prorating if you renew early,that it why it is always suggested to change plan at next renewal date

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

Psygineer — Tue, 01 Nov 2022 22:14:01 GMT

That's the unfortunate nature of acting in haste. Should have set it to start with your new cycle, rather than demanding it right now. That's how prepay works here unfortunately. Support may come through for you though, but they really don't have to.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 22:23:06 GMT

I have major issues with a system that allows this and doesn't fairly warn users that this could happen, at least the first time around. I now know for the future. I didn't know it would be an issue this time around, otherwise I wouldn't have done it. Saying I acted in haste is a handy way of blaming the customer/user rather than figuring out how the system could be improved to avoid such a thing.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

gpixel — Tue, 01 Nov 2022 22:36:48 GMT

@dryates

there are clear warnings everywhere on this website. all you have to do is read instead of clicking and assuming... either way there is no point in arguing or getting angry. wait for customer support to reply back to you. they will probably give you the credit back.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

hairbag1 — Tue, 01 Nov 2022 22:41:34 GMT

@dryates...

personally...if I was in your mucklucks, I'd insist your concern be escalated. Mistakes do happen and you picked it up right away...they should have some understanding of your plight. PM's website can be confusing / misleading.

Just don't be too teed off if your request for credit is rejected...but it's worth a try.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

darlicious — Tue, 01 Nov 2022 23:03:40 GMT

@dryates

Have you actually chatted with an agent or just the dingbot....ahem ...I mean the chatbot SIMon? If you have chatted with an agent and they have refused to return you to your previous plan and credit your account message them back that you are not satisfied with that response and to please escalate your ticket to a supervisor or management. If they still refuse to correct your "honest mistake" (despite the no refunds on prepaid services policy) politely tell them that your only recourse will be to file a complaint with the c c t s. While I don't think it will ever get that far those 4 letters usually will change their tune.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dust2dust — Tue, 01 Nov 2022 23:18:44 GMT

I struggle with leniency on this. It's a lot like joining points. There's a big red warning box for changing plan now. There's yet another box and checkbox for points. People need to take responsibility for their actions.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 23:21:26 GMT

I asked to escalate the issue. They said there is no one to escalate it to.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 23:22:02 GMT

I did ask to escalate the issue, but was told there is no one to escalate it to as this is just a community-run forum. What in the world....?

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 23:23:52 GMT

I'm pretty tech savvy. Messages like this assume I'm not paying attention. Had I seen a clear enough warning that I was about to pay double, I would have elected to wait for the next billing cycle to activate the new promotion. I've never had this kind of issue anywhere else.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 23:27:08 GMT

As I've mentioned above, I'm fairly tech savvy, I've used computers for years along with a vast array of platforms. I know how to navigate my way around payment gateways etc etc. Had I seen such a clean big red warning that I was about to pay for something twice, I would have paused and reconsidered my choice. Comments like yours assume I'm just not savvy, or not paying attention, or that my actions are somehow in the wrong. Instead, what we're dealing with is a platform that takes advantage of an honest mistake like mine. I'm actually surprised that a modern-day payment system allows someone to pay twice for their service. How silly. Also, as soon as I made the mistake, I attempted to correct it. Support has been nothing but evasive, which is sad.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 23:29:03 GMT

The moral of this whole thread is that I fell for the promotion, wanted it now, added it, and got dinged for it. The people here who are blaming my hasty actions are overlooking the reality that I was duped by a system designed to benefit off of such mistakes. If this weren't the case, the correction would be immediately made without such a struggle.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

darlicious — Tue, 01 Nov 2022 23:35:28 GMT

@dryates

Who are you asking to escalate the issue? The community or the CS_Agent in private messaging?

Edit:

BTW....if you tap the "@" key to tag who you are replying to it makes it easier to follow the thread.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Tue, 01 Nov 2022 23:36:57 GMT

@darlicious Thanks for the tips, and for actually caring enough to help someone rather than blame them for making a mistake!

I started a ticket and have been private messaging an agent. The first agent has been so unhelpful that I started a second ticket, with no response yet.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

hairbag1 — Tue, 01 Nov 2022 23:42:52 GMT

@dryates...

keep us posted..hopefully you have success.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

darlicious — Tue, 01 Nov 2022 23:45:12 GMT

@dryates

Smart move....always get a second opinion if you don't agree with the first. Start over and explain your honest mistake. If they don't agree to return you to your previous plan and credit your account (and you will just schedule a plan change on next renewal to the $40/15gb plan) then ask the CSA to escalate your ticket to supervisor. If you get another dingbot...ahem I mean another reply that it can't be escalated then tell them that if no one else can address your issue your only choice will be to file a complaint with the c c t s and let them handle the matter.😉

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dust2dust — Wed, 02 Nov 2022 00:08:40 GMT

The text said:

"Reply "YES" to get this limited time offer added to your plan on your upcoming December renewal date."

I'll grant that "added" is odd wording. But it does not say anything about changing to it right now. In fact it even very cleverly puts it in as a scheduled future plan change.

Then, in a big red obnoxious box headed by "BEFORE YOU PROCEED":

It's not about being tech savvy. I happen to think I am too. It's about reading. And I'll admit that I certainly don't read everything. But the rules are what they are.

Good luck with the fight.

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dryates — Wed, 02 Nov 2022 00:10:49 GMT

@dust2dust Honestly, I did not see that window. I would have cancelled the change right then and there. Is it possible it wasn't shown to me???

Re: FRUSTRATED - Regular Payment Went Through, Then I Upgraded, Now Paying Double for Three Weeks

dust2dust — Wed, 02 Nov 2022 00:16:25 GMT

With this ridiculous system, anything's possible. I'm certainly willing to give that.