topic Re: Double billing Why ? in Get Support

Double billing Why ?

Granddad70 — Thu, 06 Jul 2023 11:28:41 GMT

I have been billed twice for 1 subscription this month and i am not very happy about it . So what do i do ?

Re: Double billing Why ?

Handy1 — Thu, 06 Jul 2023 11:37:04 GMT

@Granddad70 If both charges are posted and one not pending then please message support for a credit

message support directly

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

VVVVV Link below VVVVV

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

Re: Double billing Why ?

Granddad70 — Thu, 06 Jul 2023 12:14:05 GMT

I messaged support about the double billing and seen to be getting ignored .

Re: Double billing Why ?

Handy1 — Thu, 06 Jul 2023 12:16:29 GMT

@Granddad70 Just keep an eye on your community inbox they will get back to you . It can sometimes take up to 2 hours for a reply . But usually not that long

Re: Double billing Why ?

softech — Sun, 08 Mar 2026 19:57:31 GMT

@Granddad70

Where you see the double billing? Were they on the credit card or were they on the Payment History on My Acocunt (https://myaccount.publicmobile.ca/en/account/payment/payment-history ) ?

If you see them on your credit card, check if one of the charges is just a pending charge while only one of them is the posted charge.

If they are on Payment history on My Account, please note that each renewal will show at least two transactions on payment history on My account. Only one entry shows actual PM charge, show how much PM charged your card and applied the amount to your Available Fund in My Account. The other entry, likely couple hours later on the same day, will be showing how PM uses the money from your Available fund in My Account for plan renewal.

Post us a screenshot of you have any question.

If you are certain there are more than one posted charge (and not pending) on your credit card and you cannot find where the extra money went, engage support for further investigation:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Ticket", click "Contact Us", then "Billing & Payment Issues, then "Log In", click "Click here to submit a ticket ↗"
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 ticket submitted, CS Agent will reply to you there

Re: Double billing Why ?

Granddad70 — Thu, 06 Jul 2023 12:49:01 GMT

Both places

Re: Double billing Why ?

softech — Thu, 06 Jul 2023 12:51:16 GMT

@Granddad70 did you manually pay or the payment was via Autopay ?

Do you see the overpaid money sitting as Available Fund?

https://myaccount.publicmobile.ca/en/account/overview

Re: Double billing Why ?

Granddad70 — Thu, 06 Jul 2023 13:34:27 GMT

Re: Double billing Why ?

softech — Thu, 06 Jul 2023 13:43:32 GMT

@Granddad70

What you see on My Account was correct, 2 entries but just one charge to your credit card, the other entry is how PM used the money

@Granddad70 wrote:

4:47 AM is the only charge from PM on your credit card, PM took the money and put the $39 in Available fund

6:52 AM is when renewal actually occurred. PM didn't take money from your card this time. Instead, it used the $39 already in My Account to complete the renewal

So, one of the charges on your cc could be a pending charge only.

If both are posted charges, and if you joined PM recently (or even just first renewal), then it could be coming out of a ghost account you setup during activation. But yes, message support to confirm:

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: Double billing Why ?

Handy1 — Thu, 06 Jul 2023 13:44:01 GMT

@Granddad70 Looks to me the double charge of $44.85 is still pending and one should fall off . It also appears you have the $25 doller plan also

Re: Double billing Why ?

Granddad70 — Thu, 06 Jul 2023 15:57:31 GMT

Yes we have 2 plans only 1 charge to the $25 plan and 2 charges to the $39 plan on the credit card so there is something amiss all the charges are authorized and in a couple of days they become posted to credit card acc .( posted is when the transaction is compleated )

Re: Double billing Why ?

Handy1 — Thu, 06 Jul 2023 15:59:25 GMT

@Granddad70 Yes it is , your correct if listed then please message support for refund /credit

message support directly

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

VVVVV Link below VVVVV

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

Re: Double billing Why ?

esjliv — Thu, 06 Jul 2023 19:23:18 GMT

@Granddad70 wrote:
Yes we have 2 plans only 1 charge to the $25 plan and 2 charges to the $39 plan on the credit card so there is something amiss all the charges are authorized and in a couple of days they become posted to credit card acc .( posted is when the transaction is compleated )

@Granddad70 - it looks like the $39 plan was charged by autopay as well as topped up. So you are saying you didn't do the topped up one?? ODD.

These funds will just get used on your future renewal, so you are not out the funds. But I agree, if you didn't do the top up, then I would like to know why the charge was made with Public Mobile also. Care to share what they say, when you hear back from them?

Re: Double billing Why ?

Granddad70 — Sun, 09 Jul 2023 11:41:17 GMT

Both charges have indeed been posted now on my CC but not showing any funds held as a credit on my PM account toward future charges . I am in contact with a CS agent awaiting a resolution to the matter .

Re: Double billing Why ?

Handy1 — Sun, 09 Jul 2023 12:09:44 GMT

@Granddad70 Ok good support will be able to help resolve this for you . No worries

Re: Double billing Why ?

Granddad70 — Thu, 21 Sep 2023 11:29:55 GMT

The billing issue has been corrected.

Thank you customer support