topic Re: Over charged? in Get Support

Over charged?

Riahunny5 — Wed, 15 Feb 2023 15:38:25 GMT

I tried to change my plan and was charged more than it was. Is there a live agent I can speak too?

Re: Over charged?

Meow — Wed, 15 Feb 2023 15:40:24 GMT

Please describe what your plan cost and what you expect to be charged.

If you changed plan Now then you immediately get charged for cost of new plan.

To Contact CSA-agent; there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private message might take longer.

Re: Over charged?

Handy1 — Wed, 15 Feb 2023 15:41:12 GMT

@Riahunny5 No one to talk to everything done online but if you need agent here’s link

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: Over charged?

softech — Wed, 15 Feb 2023 15:40:46 GMT

@Riahunny5 wrote:
I tried to change my plan and was charged more than it was. Is there a live agent I can speak too?

@Riahunny5

How much more?

Login to MY Account again using Incognito mode. Go to Payment page and see how much PM charged or how many times PM charged

And did you click Change Plan now? if so, PM will charge you the new plan amount immediately and start a new plan. This would be a normal behaviour

Check the payment page to confirm first, and let us know more details

Re: Over charged?

hTideGnow — Wed, 15 Feb 2023 15:42:08 GMT

HI @Riahunny5 PM usually won't charge more. What did you do? did you scheduled a plan change on renewal date or change plan immediately

if you really need to "talk" to Cs agent, you have to open ticket with them, no live call

Please open ticket 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: Over charged?

dust2dust — Wed, 15 Feb 2023 15:43:54 GMT

If you're asking about seeing the larger amount on your credit card then of course it would include taxes.

Re: Over charged?

esjliv — Wed, 15 Feb 2023 15:43:55 GMT

@Riahunny5 - did you change your plan through a text message received by Public Mobile?

Confirm if the extra $'s you were charged on your credit are showing up in your Available Funds area in your My Account. This could have been how the promo was offered.

Re: Over charged?

BKNS27 — Wed, 15 Feb 2023 16:01:47 GMT

@Riahunny5

Unfortunately, PM is an online service so no one to speak to. You need to contact them through Chat or private messaging.

If you were overcharged, did it include GST & PST?

Click on the refresh circular arrow and then see if it is correct.

Re: Over charged?

HALIMACS — Wed, 15 Feb 2023 16:40:35 GMT

So…. @Riahunny5

was it just the applicable taxes on the plan amount or did you select the wrong plan when you made the change?

If you selected the wrong plan, don’t do an immediate plan change, (or you’ll be charged the full cycle again ), just schedule one for your next renewal.

If you really want the different plan, you can try your luck with the customer support agents to see if they will credit the amount paid toward it against the plan of your choice.

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: Over charged?

Jaybyrd2000 — Wed, 15 Feb 2023 18:25:53 GMT

Hello @Riahunny5 yes, just call public mobile support and they will help you. Taxes could be why its more

Re: Over charged?

computergeek541 — Wed, 15 Feb 2023 18:54:37 GMT

@Jaybyrd2000 wrote:
Hello @Riahunny5 yes, just call public mobile support and they will help you. Taxes could be why its more

Please do not susggest calling Public Mobile support. There is no option for this.

Re: Over charged?

Handy1 — Wed, 15 Feb 2023 18:56:07 GMT

@Jaybyrd2000 Can you share with me the number to support no one ever told me there was a number to call for support so this is great info to have

Re: Over charged?

hTideGnow — Wed, 15 Feb 2023 19:07:06 GMT

HI @Handy1 I guess we know, there is no number to call.

But if there is really one, would be nice to know

Re: Over charged?

Handy1 — Wed, 15 Feb 2023 19:10:21 GMT

@hTideGnow I didn’t think so , and if there was my guess is the community wouldn’t exist either in that case

Re: Over charged?

Jaybyrd2000 — Wed, 15 Feb 2023 21:43:46 GMT

@Handy1 yep here it is, just dial 611

Re: Over charged?

Jaybyrd2000 — Wed, 15 Feb 2023 21:44:16 GMT

np just dial 611

Re: Over charged?

Handy1 — Wed, 15 Feb 2023 21:54:59 GMT

@Jaybyrd2000 So that may work with Koodo or Telus , but not with public mobile

Re: Over charged?

dust2dust — Wed, 15 Feb 2023 22:01:49 GMT

@Jaybyrd2000- Have you tried calling 611? Is there a menu item in there somewhere that connects to a live human? We'd all be interested to find out if there's some secret dial code or sequence of numbers.

Re: Over charged?

Jaybyrd2000 — Thu, 16 Feb 2023 13:23:45 GMT

Ahhh ok...my bad, I joined a few years ago and they had it, probs not anymore.

So…. @Riahunny5

was it just the applicable taxes on the plan amount or did you select the wrong plan when you made the change?

If you selected the wrong plan, don’t do an immediate plan change, (or you’ll be charged the full cycle again ), just schedule one for your next renewal.

If you really want a different plan, you can try your luck with the customer support agents to see if they will credit the amount paid toward it against the plan of your choice.

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.

From @HALIMACS