topic I have been double charged. in Get Support

I have been double charged.

Javid74 — Thu, 06 Apr 2023 03:18:58 GMT

Hi there, I have been double charged for my 40 dollar/month plan even though it is my first month and the second charge was supposed to come very late in April. I have confirmed this with my credit card company, and they see two full charges on my card for $44.80.

Could I have this looked at? The ticket submission system does not work, and SIMon is next to useless.

Thank you!
-Javid

Re: I have been double charged.

softech — Thu, 06 Apr 2023 04:28:36 GMT

@Javid74 may I know what the dates of the two charges showing on the credit card

Also, login to My Account using Incognito mode. Check the payment history page, https://selfserve.publicmobile.ca/en/account/payment/payment-history , see how many changes showing. Please note for each renewal, PM will break it down into two lines on payment history. E.g, a $25 plan will be broken down into $10 and $15 on two separate lines. Check how many times PM charged you so far.

And a reminder, PM is running on 30 days cycle and not monthly. So, if one payment was March 5, the next one will be April 4

@Javid74 wrote:
The ticket submission system does not work, and SIMon is next to useless.

In case you need to open a ticket with PM, please use one of the two ways below

1. Please open ticket via Chatbot (need access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: I have been double charged.

BKNS27 — Thu, 06 Apr 2023 05:13:53 GMT

@Javid74

Please note that the extra overcharges will remain as credit so no money has been lost. Check to see if the charges are pending on your CC statement.

If the 2 charges are posted then you have 2 options:

- contact a CS_Agent for a refund of the second charge but note that it may take up to 30 days to process.

- leave the overcharge credit to pay for your second bill.

Re: I have been double charged.

Javid74 — Thu, 06 Apr 2023 05:19:45 GMT

Hi Softech, yes I checked the payment history and it has two 40 dollar charges.
One is a 40 dollar top-up, and the other is the divided 30 and 10 dollar plan charges.
However when I check my balance or credits, I have none to speak of. So there is just a 40 dollar charge that evaporated.

The charge on my credit card is dated March 30th for the first payment of $44.80 (this is after tax)
And March 31st for $44.80 again.

Re: I have been double charged.

softech — Thu, 06 Apr 2023 05:30:50 GMT

@Javid74 so, there is no $40 sitting on Available fund on My Account?

any chance you tried to make a plan change on March 31st and picked the option Change Plan on Renewal date?

either way, please open a ticket with PM support as advised above for them to further investigate

Re: I have been double charged.

Javid74 — Thu, 06 Apr 2023 23:19:28 GMT

Hi, yes I expected this to be included as a credit but I see the credit nowhere. Under my payments my balance is $0, and it tells me my next payment in late April will be a new charge to the card not using any credits.
Is there another location where credits are located and can be seen? It is shown nowhere in my main windows.

-Javid

Re: I have been double charged.

softech — Thu, 06 Apr 2023 23:22:24 GMT

@Javid74 Available Fund on My Account is the credit. If it is $0, check with Support. Have you open ticket with them yet??