topic Re: 2 times fee deduction for a Plan in Get Support

2 times fee deduction for a Plan

mosaed — Thu, 20 Apr 2023 17:40:25 GMT

H!,

I bought a $40 plan. During the activation process $42 was deducted from my credit card but the activation failed. I called TELUS and they removed the issue by restarting the activation process but I noticed that $42 was deducted from my credit card again!!

I checked my PM account. It doesn't show that $84 was deducted from my credit card.

What should I do?

Re: 2 times fee deduction for a Plan

Yummy — Thu, 20 Apr 2023 17:44:36 GMT

Telus has nothing to do with your PM account activation.

If you tried to activate twice same account most likely you were charged twice.

To resolve account issues you have to contact agent explaining what happened and provide screenshots of your CC transaction.

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 messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: 2 times fee deduction for a Plan

maximum_gato — Thu, 20 Apr 2023 17:58:42 GMT

@mosaed

You may ask for a refund (takes up to 30 days to be processed back to your credit card) or a credit to your account that will be processed immediately and can be used to pay for your next renewal.