topic Re: Payment Problem in Get Support

Payment Problem

Nad939 — Tue, 03 Jan 2023 21:41:51 GMT

Hello, I was charged twice for January. How do I get a refund?

Thanks

Re: Payment Problem

softech — Tue, 03 Jan 2023 21:44:17 GMT

@Nad939 did you check your Credit card and confirm if one of them is a pending charge only? Very likley just a pending charge. Many has this issue lately, the pending charge showing up on the credit card longer that it used to

Also, login My Account using Incognito mode and check Payment history page to confirm how many time PM charged you. Just in case it really charged twice, check if Available Fund has the extra charge. If it is there , it can stay there for use towards next renewal

Re: Payment Problem

hTideGnow — Tue, 03 Jan 2023 21:47:30 GMT

HI @Nad939 call your credit card and confirm if both charges are real charges. if they are both real charges, you can open ticket with PM CS agent and they can confirm why it happened and arrange for refund if eligible

You can open ticket with agent at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Payment Problem

HALIMACS — Tue, 03 Jan 2023 21:49:22 GMT

Before you proceed, @Nad939 , compare your credit card transactions (the ones which have settled/authorized, not just the 'pending' ones) against those within your self-serve account payment tab screen.

When accessing self-serve, be sure to do so incognito mode as the site has terrible caching issues resulting in out-dated information.

The other option is to tap the little refresher icons when on the self-serve landing screen.

EDIT: the only other thing i can think of is if you performed an 'immediate' plan change recently vs scheduling one on the 'next renewal'. This will create a whole other charge for a new 30 day cycle and the part remaining from the prior cycle is forfeited.

Re: Payment Problem

CountyDownIeUk — Wed, 04 Jan 2023 03:42:28 GMT

What does it say in your transactions?
On a credit card you can see a pending transaction and a final purchase. When purchase shows the pending disappears. If you have a balance because of a duplicate charge, which I doubt, your next payment will come from balance first.

Re: Payment Problem

Nad939 — Wed, 04 Jan 2023 15:58:47 GMT

Thank you for your help. The charges are real and not pending. I tried many times submitting a ticket, but my login won't work for that. But when I login the community my login works fine. Strange...

I was able to send a private message.

Thanks again