topic Re: Charged Twice in Get Support

Charged Twice

maggiedima — Fri, 23 Dec 2022 15:46:54 GMT

Hello,

Upon choosing US Roaming for $20, I submitted my payment and the message was "Oops.. it didn't work..try again", so I kept clicking payment now and I got charged twice, now I have 2 US roaming plans and a $10 credit. My credit card was charged $22.60 and $5.65 extra.

Thank you,

Maggie Dima

Re: Charged Twice

Handy1 — Fri, 23 Dec 2022 15:49:29 GMT

@maggiedima

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

Re: Charged Twice

softech — Fri, 23 Dec 2022 15:49:57 GMT

@maggiedima no worry, this likely something PM can easily help

First login to My Account using Incognito mode, check if the duplicated charge sitting as Available Fund there. If so, you can leave it there for use for next renewal

If you don't see it, open ticket for PM support using Chatbot:

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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 to you there

Re: Charged Twice

DDM69 — Fri, 23 Dec 2022 15:58:00 GMT

Can you provide a screenshot of your charges? I don't believe you can add 2 US roaming plans at the same time. Also, wouldn't the charge be $20 twice? That would be $40 plus taxes.

Re: Charged Twice

maggiedima — Mon, 02 Jan 2023 18:45:12 GMT

Hello DDM69,

I have contacted the Customer Service Department and will provide the information requested by them for further resolution. Here are my screen shots:

Thank you,

Maggie