topic Re: Overcharge in Get Support

Overcharge

Camlathe — Sun, 23 Apr 2023 21:40:52 GMT

Why is there a charge of $16.80 on my account

Re: Overcharge

dabr — Sun, 23 Apr 2023 21:43:08 GMT

@Camlathe Is it your renewal date for your plan? $15 plus 12% (BC) tax would be $16.80?

Re: Overcharge

computergeek541 — Sun, 23 Apr 2023 21:44:31 GMT

@Camlathe wrote:
Why is there a charge of $16.80 on my account

Did you request an immediate plan change? When that type of request is made, the fees for the new plan are due immediately.

Re: Overcharge

softech — Sun, 23 Apr 2023 21:44:51 GMT

@Camlathe 16.80 is either $15+ tax in BC/Manitoba or $16+ tax in couple other province., which province you are at and what plan you got?

remember PM will add tax on top of the plan price.

So, is this a regular renewal charge?

Re: Overcharge

Camlathe — Sun, 23 Apr 2023 21:50:30 GMT

I have a $25 plan and I have $5 off for different credits and I get charged $21.28 and then there is an extra bill of $16.80 this started a few months ago I just saw it now and I was disappointed with this

Re: Overcharge

Camlathe — Sun, 23 Apr 2023 21:51:49 GMT

No I have not made any changes since I signed up with you

Re: Overcharge

Camlathe — Sun, 23 Apr 2023 21:54:01 GMT

Why is there a renewal date and if it is how often is it renewed

Re: Overcharge

softech — Sun, 23 Apr 2023 21:54:02 GMT

@Camlathe how many months has this been? I assume you don't see a $15 charge on your My Account's Payment history for the last couple months? https://selfserve.publicmobile.ca/en/account/payment/payment-history

Make sure no one in your family used your credit card to pay for their plan or you didn't try to buy add-ons in the last couple months. If you are certain if shouldn't happen, then open ticket with PM support first and confirm with them

1. Please open ticket via Chatbot (requires 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: Overcharge

softech — Sun, 23 Apr 2023 21:55:43 GMT

@Camlathe wrote:
Why is there a renewal date and if it is how often is it renewed

@Camlathe it renews every 30 months. But the renewal amount would be similar every month, $21.28 is $19 + tax, which makes sense for a $25 plan after some discount

Re: Overcharge

Camlathe — Sun, 23 Apr 2023 21:59:32 GMT

How often is the renewal time for my account

Re: Overcharge

Camlathe — Sun, 23 Apr 2023 22:06:36 GMT

Would anyone know how to contact the customer service team I have been charged $16.80 6 times and I have 4 plans so it can’t be a renewal charge so I don’t know what it is for

Re: Overcharge

dabr — Sun, 23 Apr 2023 22:06:41 GMT

@Camlathe As already mentioned by softech, renewal occurs every 30 days but since you've already clarified that you are on the $25 plan (less discounts) then the $16.80 charge seems erroneous, especially if you've not changed plans or, perhaps, purchased an add-on?

Just as FYI everyone responding here is a fellow customer so we can only take a guess as to what the problem might be based on how information is provided in the original post.

If you didn't purchase or change plans, then please ask for assistance from CSA's (PM employees) to resolve any erroneous charge by submitting a ticket/private message using the links provided earlier.

Re: Overcharge

dabr — Sun, 23 Apr 2023 22:36:09 GMT

@Camlathe wrote:
Would anyone know how to contact the customer service team I have been charged $16.80 6 times and I have 4 plans so it can’t be a renewal charge so I don’t know what it is for

@Camlathe Just to clarify further, you mention that you have 4 plans, so you have checked and made sure that this charge is not for renewal of any other plan especially if one of them is a $15 plan and same payment card is used for all the accounts?

Re: Overcharge

HALIMACS — Sun, 23 Apr 2023 23:34:26 GMT

You asked how to contact a Customer Support Agent, @Camlathe , so here's how:

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here to create a support ticket, or,
Send a private message to 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: Overcharge

DDM69 — Mon, 24 Apr 2023 01:30:06 GMT

We have no idea. We are customers…