topic Re: I have been overcharged! in Get Support

I have been overcharged!

kumalisa — Sun, 04 Jun 2023 05:17:39 GMT

I set up my account a few weeks ago; I had great difficulty then creating my account but the Public team was able to help. However, there was also some concern expressed about being overcharged. This is to confirm that I have indeed been overcharged. If you cannot, I will advise my credit card company.

Re: I have been overcharged!

HALIMACS — Sat, 03 Jun 2023 20:15:48 GMT

@kumalisa

whatever you do, do not process a chargeback with your credit card company yet.

If you do that, public mobile will remove the opportunity for you to use credit card to pay for services here.

Firstly, ensure you’re not seeing ‘pending charges’ on your credit card, which may not settle too payable charges.

Secondly, check the payment tab in your Public Mobile account to make sure you are indeed charged twice and the amount that you believe is in excess is not showing in you’re available funds, which can be used like a savings for a future renewal.

ADDING: @kumalisa if you truly believe you have been overcharged, and the amount is not sitting in your available funds for future use, then definitely contact a Public Mobile customer support agent to have them investigate:

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

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the 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: I have been overcharged!

hairbag1 — Sat, 03 Jun 2023 20:17:59 GMT

@kumalisa

added pic

Re: I have been overcharged!

kumalisa — Sat, 03 Jun 2023 20:21:57 GMT

Thank you for this great information. It is definitely a double charge, not a pending charged. I have tried for two days to create a ticket; keep getting Error 404 so can't do much.

Re: I have been overcharged!

kumalisa — Sat, 03 Jun 2023 20:23:15 GMT

Merci! Thanks for sharing this. I have checked this option, but it only indicates one payment. There are definitely two payments for this on my credit card.

Re: I have been overcharged!

HALIMACS — Sat, 03 Jun 2023 20:25:13 GMT

@kumalisa

You’re welcome 🙂

Use the second option in the contact information provided.

Private message to a CS_agent seems to work better.

Re: I have been overcharged!

hairbag1 — Sat, 03 Jun 2023 20:26:28 GMT

@kumalisa

start a conversation with a CSA to get this serious issue sorted out...then let us know how you resolved...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: I have been overcharged!

kumalisa — Sat, 03 Jun 2023 21:28:42 GMT

Brilliant @hairbag1

That worked perfectly! I now have a CSA that is going to (hopefully) resolve this issue!

Re: I have been overcharged!

kumalisa — Sat, 03 Jun 2023 22:20:32 GMT

Nope. Still not resolved. The CSR indicates "Check with the bank to see if the money returned in your accounts well. Please let me know if you need me to open a payment investigation, and please do let me know the amount for which we need look and return it on the credit card registered on your account.".

Really frustrating. They know the issue. They know the amount. This is ridiculous.

Re: I have been overcharged!

softech — Sat, 03 Jun 2023 22:30:21 GMT

@kumalisa reply and ask them to investigate.

Please do not try to ask the bank to make a charge back. There are multiple charges, and if the amount charged back is toe to your current PM account, your service will got suspended immediatel. It will take lots of effort to resume the service and bring the account back to good standing. So, ask support to investigate and work with them

Re: I have been overcharged!

kumalisa — Sat, 03 Jun 2023 23:15:42 GMT

Why would my service get suspended if they overcharged me?

Re: I have been overcharged!

Mom2023 — Tue, 06 Jun 2023 15:16:40 GMT

Same here how frustrating I was double charged too

Re: I have been overcharged!

softech — Tue, 06 Jun 2023 15:18:41 GMT

@Mom2023 you confirmed with your CC that one of the 2 charges not a pending charge instead?

if they both are real charge, please open ticket with support via message

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: I have been overcharged!

softech — Tue, 06 Jun 2023 15:19:03 GMT

@kumalisa wrote:
Why would my service get suspended if they overcharged me?

@kumalisa just want to see if you account is all sorted out now?

Re: I have been overcharged!

Mom2023 — Tue, 06 Jun 2023 15:20:30 GMT

I tried everything playing w it for days now what a disaster when overcharged a need money back 😱

Re: I have been overcharged!

kumalisa — Tue, 06 Jun 2023 15:21:11 GMT

No, not sorted out yet. They said they would open an investigation which would take 48 hours. I'm still waiting for an answer.