topic Re: Charged twice on credit card in Get Support

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 20:19:58 GMT

Hi,

Joined PM on Jan 26, 2023. Got the $40 (plus tax) monthly plan. Credit card charged (and posted) twice for $45.20 (not pending). How can I get this corrected?

Sorry, I am new to this...might have posted twice

Re: Charged twice on credit card

HALIMACS — Sat, 28 Jan 2023 20:25:29 GMT

@DMCTWL

One is likely a pending charge and will 'drop' off in a few days.

This is normal with such services.

EDIT: Other thing to check is your Available Balance in the self-serve account - it's possible the 'extra' payment is there and will apply toward your 1st renewal. (like @dabr just provided below as I was editing this to 'add')

Re: Charged twice on credit card

dabr — Sat, 28 Jan 2023 20:24:02 GMT

@DMCTWL Do you see the extra charge (if not pending as you said) in your account? Then it will be used towards your next payment before any payment card is debited.

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 20:28:28 GMT

Both charges are posted and not under pending. In my Payment History, it does not indicate that this extra amount is available.

Re: Charged twice on credit card

LoveNature — Sat, 28 Jan 2023 20:29:52 GMT

Hi @DMCTWL

go to your account in front of the mien page do you see that amount at Available Fund,

if see it, then ok keep it for next cycle will be taken from there automatically..

Re: Charged twice on credit card

HALIMACS — Sat, 28 Jan 2023 20:31:27 GMT

OK, @DMCTWL , then in that case, you'll need the Customer Support Agents to reverse the extra charge.

Did you possibly have an issue upon activation whereby the payment may not appeared to have 'taken' on the first try?

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 20:31:19 GMT

Funds are not available for the extra charge.

Re: Charged twice on credit card

LoveNature — Sat, 28 Jan 2023 20:33:40 GMT

@DMCTWL

open ticket with support team to fix it for you as mention by link @HALIMACS

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 20:38:01 GMT

Yes, on my initial try to activate the SIM card, it gave me an error between steps 3 and 4.

My second try to activate SIM was successful.

Re: Charged twice on credit card

BKNS27 — Sat, 28 Jan 2023 20:39:34 GMT

@DMCTWL

You have 2 options in your case.

Any overcharge will remain in your account as credit which will apply to your next month’s bill.

If you prefer a refund, you will need to contact a CS_Agent and request for a refund by creating a ticket on SIMon Chatbot on the bottom of the page or private message on the envelope icon above.

Please note that a refund may take up to 30 days to process…time for your renewal date.

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 20:43:16 GMT

I am unsure how the overcharge will apply to the next months bill when my Payment History does not show that these extra funds are available.

Re: Charged twice on credit card

BKNS27 — Sat, 28 Jan 2023 20:50:10 GMT

@DMCTWL

Refresh your browser by clicking on the circular arrow and in the Payment section it should show as credit.

Re: Charged twice on credit card

HALIMACS — Sat, 28 Jan 2023 20:50:44 GMT

@DMCTWL

Perhaps your earlier reply that it isn't on your available funds was missed - just ask customer support to reverse the extra charge as it was related to an activation problem.

Let them know about the issue the first time around and it should be a no-brainer for them to complete this for you.

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 20:53:35 GMT

Refreshing browser still does not show the extra funds.

Re: Charged twice on credit card

dust2dust — Sat, 28 Jan 2023 21:01:11 GMT

Hopefully you've long since started in to contacting support but just this refresh thing...it's not the browser refresh, it's the little spinner refresh icons lower down.

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 21:02:09 GMT

Refreshed browser and funds still unavailable. As you suggested, double charge likely due to unsuccessful activation on the first attempt.

Re: Charged twice on credit card

HALIMACS — Sat, 28 Jan 2023 21:04:58 GMT

Likely @DMCTWL

Let us know if customer support is proceeding to reverse the charge after they respond to you.

This is the referenced refresher otherwise:

Re: Charged twice on credit card

Handy1 — Sat, 28 Jan 2023 21:04:42 GMT

@DMCTWL See where it says click here on pic is the little spinner thing @dust2dust means

Try again incognito mode/private mode or a different device or lap top or simply try refreshing the page when logged in

For most up to date account info

Re: Charged twice on credit card

softech — Sat, 28 Jan 2023 21:51:39 GMT

@DMCTWL look like you got activated twice. Did you recall any error came up during activation and you need to start activation again?? if so, then yes, you activated 2 accounts and need to contact support to get the overcharged refund and close the "phantom" account.

you know how to engage support??

Re: Charged twice on credit card

DMCTWL — Sat, 28 Jan 2023 22:23:01 GMT

Thank you and everyone who helped with their input. Yes, the problem was with unsuccessful activation of SIM at the first try. CS_Agent Maria was able to resolve the problem and a credit was made to my account.