topic Re: 30 day addon in Get Support

30 day addon

rego — Wed, 01 Feb 2023 11:40:08 GMT

Since November, I have been charged $10 for a 30 day data addon, that I did not sign up for. I cannot find anyway to remove this addon from my account. Please advise. Thanks.

Re: 30 day addon

computergeek541 — Wed, 01 Feb 2023 11:41:57 GMT

@rego

Add-ons don't renew. Please check your Public Mobile account history for details. I suspect that you're seeing a $10 charge that isn't really an add-on but is rather part of the plan fee. For some plans, Public Mobile adds strange descriptions to the fees but if you add up all the charges, the total should equal your plan price.

Re: 30 day addon

rego — Wed, 01 Feb 2023 11:42:29 GMT

Thanks for the response. The issue though is that I'm on the $15 plan, but then since November, I have been charged an additional $10 every month, making my total charge $25. I have no idea how to remove that additional $10 from my account.

Re: 30 day addon

computergeek541 — Wed, 01 Feb 2023 11:48:35 GMT

That's not an add-on. This means that you're on a $25 plan. There's no such thing as a 30-day add-on despite the confusing descriptions. A plan change back to the $15 plan would be an option. It's strange that there appear to have been a plan change that you're unaware of.

Re: 30 day addon

rego — Wed, 01 Feb 2023 11:51:46 GMT

It makes sense then that I am being charged for the $25 plan. I think my confusion stems from the fact that my plan has read Current plan: $15 on the portal for a while now.

Re: 30 day addon

hycm53 — Wed, 01 Feb 2023 11:54:12 GMT

@rego wrote:
Thanks for the response. The issue though is that I'm on the $15 plan, but then since November, I have been charged an additional $10 every month, making my total charge $25. I have no idea how to remove that additional $10 from my account.

Did you accidently change to $25 plan?

You can chat with Simon for help, if Simon can’t help, he would let you submit a ticket.
https://www.publicmobile.ca/en/on/get-help

Re: 30 day addon

HALIMACS — Wed, 01 Feb 2023 11:59:52 GMT

@rego

it is true that all public mobile plans split the calling /plan and the data component on the payment page within self serve. The way it displays has confused many customers into believing they are being charged twice or for something they haven’t asked for.

In order to view an updated version of your self-serve page, it is very important to clear cache and cookies, and use an incognito or private tab when accessing self serve.

Re: 30 day addon

softech — Wed, 01 Feb 2023 12:28:56 GMT

@rego wrote:
It makes sense then that I am being charged for the $25 plan. I think my confusion stems from the fact that my plan has read Current plan: $15 on the portal for a while now.

@rego So, you are charged for a $25 plan but your current plan is $15?

if you have changed to $25 plan but the Current plan still showing $15, it is a browser cache problem, very popuplar here unfortunately. The way to see the correct information (so you can see Current Plan :$25) is to login your My Account again using Incognito mode or Private mode on Safari

Re: 30 day addon

esjliv — Wed, 01 Feb 2023 13:03:12 GMT

@rego wrote:
It makes sense then that I am being charged for the $25 plan. I think my confusion stems from the fact that my plan has read Current plan: $15 on the portal for a while now.

@rego when logged into My Account...