topic Re: Charged twice this month in Get Support

Charged twice this month

Murrh — Mon, 19 Jun 2023 13:48:11 GMT

Who do I talk to about my account being charged twice. So I paid double this month. Two separate payments twice in a row. Can’t find who to talk to.

Re: Charged twice this month

esjliv — Mon, 19 Jun 2023 13:49:41 GMT

@Murrh - 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).

The 2 ways to contact the Public Mobile Customer Support Agent (CSA)_Team are below:

1 - Normally Faster - use this link to: Get Help With Public Mobile Chatbot], OR

2 – Slower - Use this link to: Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: Private Message to Public Mobile Customer Support Agents (CSA)

Re: Charged twice this month

Handy1 — Mon, 19 Jun 2023 13:50:33 GMT

@Murrh First check credit card is one charge pending and the other posted ? If so pending charge should fall off . Also check your my account for the difference in available funds .if you have definitely been charged twice please

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Charged twice this month

Meow — Mon, 19 Jun 2023 13:50:36 GMT

Do you see both Pending and Actual charge on your credit card? Pending will go in a day.
If you have two charges on your PM account then you should talk to agent.

Re: Charged twice this month

Murrh — Mon, 19 Jun 2023 15:03:52 GMT

No not pending. Have banking set up so they take money each month. This month I have been charged twice. Two separate transactions one after other.

Re: Charged twice this month

Murrh — Mon, 19 Jun 2023 15:05:59 GMT

It’s a Visa debit and unfortunately payment comes out immediately. I’m super strapped for cash too. So frustrating to not be able to talk to someone. I’ll go to the link you attached. Tysm!

Re: Charged twice this month

Murrh — Mon, 19 Jun 2023 15:09:27 GMT

Thank you for the info! Unfortunately the money is automatically gone each month. Just can’t figure out how/why twice this month. That money is badly needed this week. Ugh. Hopefully get somewhere with it.

Re: Charged twice this month

softech — Mon, 19 Jun 2023 15:11:32 GMT

@Murrh you had a post from yesterday already. you have a chance to open ticket with support yet? Please message them if you have not done so:

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: Charged twice this month

Murrh — Mon, 19 Jun 2023 17:44:37 GMT

I’ve tried. Keep getting server error but think I’ve gotten through today. Waiting for a reply. Ty for response! Will check link!

Re: Charged twice this month

esjliv — Mon, 19 Jun 2023 18:06:47 GMT

@Brilliance wrote:
What would happen if you just disputed the second charge without reaching out to Public Mobile? Since you already paid once wouks you account be okay or would they try and suspended it on you?

Do you mean a chargeback @Brilliance ? History has shown here that if customers do a Public Mobile chargeback with their card company this can disable their account as well as any other accounts connected to the same card. Some horror stories over the last couple years I recall like this. I wouldn't recommend this if they still want to use this card with public services.

Re: Charged twice this month

Murrh — Mon, 19 Jun 2023 19:05:01 GMT

I just spoke with my bank. They said it will hopefully correct itself and refund second charge. Think I will go with paying it myself instead of letting them take it out each month. I’m going without much needed money for food due to this. Worst month it could have happened. Still don’t understand what happened.

Re: Charged twice this month

hTideGnow — Mon, 19 Jun 2023 19:06:19 GMT

HI @Murrh is your bank making a charge back? If they are , be careful, charge back could cause major problem with PM account

it is better to work with PM for refund

Re: Charged twice this month

Murrh — Mon, 19 Jun 2023 19:09:59 GMT

I finally had a text chat but they told me they only took one transaction of 30.00.
its 34.50 because I’m in NL🇨🇦 There are two transactions in a row for 43.50 to public mobile. I sent a screenshot but nothing. Super frustrating 😣. Would not be as big a deal if money was not so tight right now. Giving out banking access you trust they are only taking correct amount. Not double. Hard times.

Re: Charged twice this month

Murrh — Mon, 19 Jun 2023 19:46:13 GMT

Sorry not 43 34.50. Just praying it corrects itself soon. Difficult when there’s nobody to really talk to. I appreciate all your replies very much.

Re: Charged twice this month

Murrh — Tue, 20 Jun 2023 14:53:00 GMT

My bank is not involved. Just called to ensure two payments were indeed taken out. Nothing the bank can do. Just wish PM would give me some sort of explanation. Told me they only have the one payment on record but my account balance begs to differ. There are two back to back charges showing in my banking records. Wish someone would help me with this. Been trying since Sunday. Just makes zero sense and I am really struggling because of it.

Re: Charged twice this month

softech — Tue, 20 Jun 2023 14:55:03 GMT

@Murrh if you have not done so, message PM support today (even you did it yesterday, message them again today as well)

Private message CS agent at

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: Charged twice this month

Handy1 — Tue, 20 Jun 2023 15:01:39 GMT

@Murrh Was this your very first bill with PM ? Did you just join and this is from activation ? If so is it possible you created two accounts . If this is the case it could be a ghost account and you will get charged again please ask support to investigate

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<

Re: Charged twice this month

Murrh — Tue, 20 Jun 2023 16:06:12 GMT

No not new. Been using for a while now. Set up so they take payment. I can’t make any sense of it. Both replies when I msg help was that it shows one payment on their end…that’s it. Even showing my bank statement you can see the double charge! So frustrating and really making life difficult. That was money for food. Times are tough. That’s why I appreciate PM for being affordable. Just want some answers. And my extra money back so I can buy a few groceries. Could not have happened at a worse time.

Re: Charged twice this month

Handy1 — Tue, 20 Jun 2023 16:08:02 GMT

@Murrh Show them that screen shot of both charges . That should raise an eyebrow . And support should fix for you

Re: Charged twice this month

softech — Tue, 20 Jun 2023 16:08:52 GMT

@Murrh

just an advise, do NOT try to ask the bank to make a charge back on any one of those possible duplicated charges. If you do that, PM will lock your account immediately. PM is a prepaid provider and hence very sensitbie to charge back

So, what you need to do is to ask them to escalate for further investigation. Work with them to get it sort out, and do NOT make a charge back from the Bank side