topic Re: Noticed I was double charged...what can I do? in Get Support

Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 19:50:02 GMT

Just noticed that in January I was double charged. Same day same amount on my credit card bill. What can I do?

Re: Noticed I was double charged...what can I do?

Handy1 — Mon, 13 Feb 2023 19:51:37 GMT

@rosieclown Check credit card and see if one charge is pending and the other has posted , if this is the case the pending charge will drop off

Re: Noticed I was double charged...what can I do?

esjliv — Mon, 13 Feb 2023 19:54:02 GMT

@rosieclown - this was a charge on your January card/bank transactions?

Do you have more than one account or did you renew your plan early in January by any chance?

Are you able to provide screenshots of your payment history, no personal info. here though on the forum please.

If not, then contact CSA to investigate why.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

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

Re: Noticed I was double charged...what can I do?

softech — Mon, 13 Feb 2023 19:54:04 GMT

@rosieclown you sure it was not a pending charge? but it has been awhile if it was from Jan, so, maybe it was a real charge

If you login to My Account using Incognito mode, go to Payment History, do you see PM shows you the 2 charges?

And Jan was not the first renewal you had since joining? if that was a first renewal, do you recall you had some activation problem and you need to re-attempt activation? Just want to make sure you didn't activate 2 accounts by mistakes

and you didn't make plan change in Jan? Sometimes, people click Change Plan now by mistake

If that was a real charge, open ticket with PM Support and have them to investigate further

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: Noticed I was double charged...what can I do?

Handy1 — Mon, 13 Feb 2023 19:54:26 GMT

@rosieclown If both charges posted first check self serve and see if you have a credit in available funds If you don’t you will need to ask support to credit you account or refund you

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Watch for reply top of page to the

Right ( envelope image )

Re: Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 19:55:06 GMT

No pending charge

Re: Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 19:56:43 GMT

Yes I just checked my bill. Only 1 account and did not renew the plan.

one says SP Public Mobile and then right below it says Public Mobile. Same date same amount.

Re: Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 19:57:49 GMT

Re: Noticed I was double charged...what can I do?

esjliv — Mon, 13 Feb 2023 19:57:51 GMT

@Handy1 @softech , not sure about you guys, but I have never had a pending charge say pending for over 2 weeks; suppose it is possible...

If this was a credit card statement for January, then it is definitely an authorized charge. But, we don't know that either unless this gets clarified by the OP.

Re: Noticed I was double charged...what can I do?

hTideGnow — Mon, 13 Feb 2023 19:59:33 GMT

HI @rosieclown sound like something wrong.

Open ticket with PM CS agent and they can check

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: Noticed I was double charged...what can I do?

esjliv — Mon, 13 Feb 2023 20:03:02 GMT

@rosieclown wrote:

Thanks @rosieclown

What are the dollar amounts?

Do you see a credit listed since then?

Edit,

Actually, most importantly (as @Handy1 asks also) do you see the extra funds added to your Available Funds balance in your MyAccount?

Are the transactions listed there too in your Payment History: :https://selfserve.publicmobile.ca/en/account/payment/payment-history

Re: Noticed I was double charged...what can I do?

BKNS27 — Mon, 13 Feb 2023 20:00:24 GMT

@rosieclown

You have 2 options:

1 - the overcharge will remain in your account as credit and will be applied to your next month’s bill.

2 - contact a CS_Agent for a refund but it may take up to 30 days to process…time for your next bill.

Re: Noticed I was double charged...what can I do?

softech — Mon, 13 Feb 2023 20:02:56 GMT

@esjliv

Yes, I agree it is not a pending charge.,

Seeing that it was from Jan 4, I really doubt it was a pending one

@rosieclown you plan also renewed on Feb 3, I believe, was it just one charge or two?

Re: Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 21:25:02 GMT

don't think my plan renewed - I didn't cancel it.

Re: Noticed I was double charged...what can I do?

softech — Mon, 13 Feb 2023 21:27:37 GMT

@rosieclown wrote:
don't think my plan renewed - I didn't cancel it.

@rosieclown No, I meant regular "monthly" renewal. PM is prepaid, so they will get plan renewal charge at the beginning of each cycle. If your Jan renewal was on Jan 4, your Feb renewal should be on Feb 3rd. do you see any charges on your credit card in Feb?

Re: Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 22:10:56 GMT

yes, was charged on Feb 3 - typically i get 1 charge on the 3rd/4th of the month. In January there were 2 charges for the same amount.

Re: Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 22:14:00 GMT

there is no credit in my account.

Re: Noticed I was double charged...what can I do?

softech — Mon, 13 Feb 2023 22:16:58 GMT

@rosieclown wrote:
yes, was charged on Feb 3 - typically i get 1 charge on the 3rd/4th of the month. In January there were 2 charges for the same amount.

@rosieclown fyi, PM is running on 30 days cycle , so your payment date will shift up one day after a 31 days month, but will shift down 2 days after this February

Just one more question, did you try to manually reactivate the plan on Jan 3 or 4 or try to change plan that day? I wonder if you accidentally do something. Also, login to My Account using Incognito mode, go to Payment History page and see if PM shows 2 payment transactions on Jan

Either way, you should open ticket with PM for further investigation.

Re: Noticed I was double charged...what can I do?

rosieclown — Mon, 13 Feb 2023 22:19:11 GMT

No i didn't manually reactivate the plan. It's weird as one charge says public mobile and the other says SP Public Mobile from BC. Called the credit card, both charges went through. I opened a ticket.

Thanks!

Re: Noticed I was double charged...what can I do?

hTideGnow — Mon, 13 Feb 2023 22:20:23 GMT

Hi @rosieclown PM could use different merchant name for payment on credit card. The worst one is they even use Koodo as the merchant name