topic Re: Still being charged in Get Support

Still being charged

Greck — Thu, 26 Jan 2023 19:11:14 GMT

I’ve stopped using Public Mobile (mainly for this exact reason) but I’m still being charged. When I try to submit a ticket, I get to a certain point in the automated process and it kicks me out and tells me to sign back in. Because I changed carriers, I don’t think I can get back into my public mobile account to stop the auto payment. So I’m stuck, being charged for a service I’m not using, and no way to contact anyone to change it.

Re: Still being charged

Handy1 — Thu, 26 Jan 2023 19:12:20 GMT

@Greck Try this link direct message

while your already here and logged in the community

you can send a private message to our CS_Agents by clicking here.

Re: Still being charged

esjliv — Thu, 26 Jan 2023 19:12:41 GMT

@Greck

If you have been in nonpay/suspended status for over 90 days, or ported your Public Mobile number to another provider, then you lost your Public Mobile account, phone number, and access to My Account.

SOO you should not be charged.

Otherwise, you need to remove autopay to stop payments. Can you still log into your account?

If not contact Public Mobile Representatives customer support agents (CSA) methods found here:

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

Re: Still being charged

BKNS27 — Thu, 26 Jan 2023 19:18:01 GMT

@Greck

If you ported your number out of PM before your renewal date…you won’t be charge but if you ported out after the renewal date then you will be charge for the following month.

You might want to create a ticket on SIMon Chatbot on the bottom of page or private message on the envelope icon above and request a refund.

Re: Still being charged

Greck — Thu, 26 Jan 2023 19:15:33 GMT

I thought the same thing about stopping all payments. When I check my visa there are charges from PM. My account is closed but I can access the community page. I’ve tried to message directly to see what’s going on.

Re: Still being charged

softech — Thu, 26 Jan 2023 19:16:09 GMT

@Greck How you "stopped using Public Mobile", did you ported out the number? If so, you have done the proper thing

As to PM continues charging you, it is an easy ask, just open ticket with PM support with direct message and they will investigate and refund the overcharged

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: Still being charged

esjliv — Thu, 26 Jan 2023 19:54:02 GMT

@Greck wrote:
I thought the same thing about stopping all payments. When I check my visa there are charges from PM. My account is closed but I can access the community page. I’ve tried to message directly to see what’s going on.

@Greck - Community login credentials are different then your My Account login credentials.

So even after your Public Mobile Account is officially closed and access to My Account is discontinued, you can continue to use your Community login without issues.

Re: Still being charged

dabr — Thu, 26 Jan 2023 20:15:55 GMT

@Greck Do you mind clarifying about what you mean when you say you've stopped using PM service?

Normally, you would need to disable pre-authorized payment (stop future debits to your card), or ask support to remove the payment card on account or put the account into Lost/Stolen mode and after ninety days of non-payment (which also applies to first option) the account/number would deactivate.

Of course, porting out your number (as mentioned) would also stop further payments.