topic Re: Double payments in Get Support

Double payments

adrainrhyno — Fri, 19 May 2023 15:59:46 GMT

I was charged twice for this month. How can I talk to.someone to fix it

Re: Double payments

esjliv — Fri, 19 May 2023 16:01:27 GMT

@adrainrhyno - how far apart are the transactions on your credit card?

Credit cards companies can show both Pending and Authorized/Approved charges. Sometimes there are multiple Pending charges showing during activations or renewals, but when the payment gets authorized, the incorrect amounts will fall away, then the real one will stay.

If these end up being Authorized/Approved charges and the extra funds are not showing in your Available funds area, then contact Public Mobile Customer Support Representatives (CSA).

There are 2 ways to reach CSA, found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Double payments

softech — Fri, 19 May 2023 16:02:44 GMT

@adrainrhyno before you open ticket with support, please confirm if one of the two charges are in fact just a pending charge. Sometimes it take couple days for the pending charge to drop

Also, login to My Account using Incognito mode, go to Payment history page https://selfserve.publicmobile.ca/en/account/payment/payment-history and confirm if you see one charge or two (Please note for a renewal charge, PM will break it into two transactions)

If you are certain PM did charge you twice by mistakes and they are both real charges on the credit card, please open ticket with PM support for further investigation

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
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: Double payments

hTideGnow — Fri, 19 May 2023 16:03:40 GMT

HI @adrainrhyno if the two charge are exactly the same and the date are with 3 days apart, it could be just a pending charge, please check with credit card first

Re: Double payments

BKNS27 — Fri, 19 May 2023 17:03:43 GMT

@adrainrhyno

Please note that any overcharge will remain in your account as CREDIT and will be applied to your next month bill.

You can contact a CS_Agent for a refund but it will take about a month to process…time for your next month’s bill.