topic Re: payment in Get Support

payment

Spectre — Wed, 22 Feb 2023 17:43:51 GMT

I cancelled my service but my payment keeps being pulled from my account?

Re: payment

Handy1 — Wed, 22 Feb 2023 17:44:28 GMT

@Spectre You need supports help

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

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Re: payment

softech — Wed, 22 Feb 2023 17:48:37 GMT

@Spectre how you cancelled your service? You ported out the number? or you disabled Pre-Authorized payments?

If you have not done any of the above, then you didn't "cancel" the service properly

On the other hand, if you have ported out the number or did disable Autopay, then message PM support and they can help to refund and stop the payment for happening again

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: payment

pmva — Wed, 22 Feb 2023 17:48:41 GMT

@Spectre Try creating a ticket through the chatbot for the online agent to resolve this payment issue for you.

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

Re: payment

HALIMACS — Wed, 22 Feb 2023 17:50:13 GMT

@Spectre

how did you cancel your service? There is no option or switch on the self-serve to cancel or terminate an account.

The only way that payments will stop being taken from an account is if you disable the automatic payment or if your number is successfully ported to another provider.

Re: payment

Spectre — Wed, 22 Feb 2023 17:50:20 GMT

the new provider handled it for me. I received a text on my phone asked to accept which I did. I just check my credit card and another payment was taken?

Re: payment

HALIMACS — Wed, 22 Feb 2023 17:53:37 GMT

@Spectre

you may want to confirm with your new provider that they indeed completed a fully successful port of your public mobile phone number.

The other option is if the port occurred at or around the time of your public mobile renewal, then, perhaps the payment was withdrawn because of the timing being so close to the renewal date

Re: payment

softech — Wed, 22 Feb 2023 17:54:28 GMT

@Spectre sound like you did it the proper way to cancel the account. Your My Account should have been closed (you won't be able to login My Account now). So, just open ticket with PM Support and arrange for refund and stop further payment