topic Re: remove add-on in Get Support

remove add-on

heatheredmund — Wed, 20 Jul 2022 21:11:30 GMT

I want to remove Add-on 1GB that was added on July 15.

Re: remove add-on

Timer — Wed, 20 Jul 2022 21:12:56 GMT

@heatheredmund

contact to support team by CS_Agent

Re: remove add-on

hTideGnow — Wed, 20 Jul 2022 21:16:24 GMT

HI @heatheredmund Do you want to "remove" the add on or you want to "refund"?

PM is prepaid provider and cannot provide refund.

You can however ask them to change to another add-on or reverse the charge and leave it in the account as Available Fund

Please open ticket with CS Agent

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing :"Wrong Add-on / plan purhcased"
Then click "Contact Us"
and then click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: remove add-on

MrSpock — Wed, 20 Jul 2022 21:16:28 GMT

@heatheredmund hi unless it's not working or was the wrong one , an add on can't be removed after it's added it will stay on your account until it's consumed, it is only a one time purchase you will not be charged again

Re: remove add-on

Meow — Wed, 20 Jul 2022 22:17:41 GMT

In most cases purchased add-ons are not refundable. You could plead your case with the agent and see if they are willing to refund you.

Re: remove add-on

DS-Smith — Fri, 24 Mar 2023 18:06:04 GMT

"it is only a one time purchase you will not be charged again " That's what I thought but I just discovered that I am being charge $5 a month, every month for an add-on I thought was a one-time top up...

Re: remove add-on

hTideGnow — Fri, 24 Mar 2023 18:07:56 GMT

HI @DS-Smith it is not an addon they charge you

you are on the $15 plan? the $15 plan is broken into 2 lines on the Payment history for every renewal, you should see a $10 charge for the service then $5 for the data. So, they just borken the $15 into $10 + $5

or you can post a screenshot if it is not what you see

Re: remove add-on

dust2dust — Fri, 24 Mar 2023 18:11:23 GMT

@DS-Smith- Are you on the $15 plan? Plan charges are broken down to the base $10 and then the rest shows as another line.

Adding:

Re: remove add-on

DS-Smith — Fri, 24 Mar 2023 18:20:28 GMT

Solved it. It seems they count my free 100 minutes of Canada-wide in my plan as an add-on and list it separate. Confusing...

Re: remove add-on

hTideGnow — Fri, 24 Mar 2023 18:21:22 GMT

HI @DS-Smith Yes, they broke it into 2 lines for the $15 plan

Re: remove add-on

DS-Smith — Fri, 24 Mar 2023 18:39:47 GMT

Thanks solved it when I read the monthly totals. Also note that there appears to be a problem with the links in the My Account sidebar in Firefox (none of them seem to work) so had to sign in again with Opera...