topic Overcharged when switching plans in Get Support

Overcharged when switching plans

KatieF — Sat, 15 Jul 2023 16:48:00 GMT

I just recently switched from an old plan to the new one offered for $39/month. I used to get charged every 3 months on the old plan.

I was charged $108.08. What happened? Attaching my receipt. I'd like a refund and when I try to submit a ticket it gives me a 404 error. Not helpful... 🙄

Re: Overcharged when switching plans

softech — Sat, 15 Jul 2023 16:56:38 GMT

@KatieF

did you download the receipt and see what it says on the invoice?

But good news and bad news..

you got charged the full 3 month amount (old plan) but only $39 being used towards this current cycle. So the rest of the $66 still sitting as Available Fund as confirm on your screenshot.

You can also confirm the $66 on the overview page's Avaialble Fund

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

So, you got charged more, but not extra is still on your account

You have two choices now:

leave it on your Account and the fund will be used towards next renewals. Basically 1.5 renewsl.
Your next renewal in August, $39 will be deducted from the $66 and leave with $27.
Then the Sept renewal will use the remaining $27 and PM will charge you the rest to your credit card
open ticket with support and demand a refund, but it will likely take 2 weeks before the money will go back to your credit card.. You can message them here:

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: Overcharged when switching plans

Handy1 — Sat, 15 Jul 2023 16:55:39 GMT

@KatieF Did you change plans immediately or have it set to change on renewal

Re: Overcharged when switching plans

BKNS27 — Sat, 15 Jul 2023 16:57:18 GMT

@KatieF

You were charged for the 3 month plan. Are you sure you didn’t click on the 3 month subscription instead of the 1 month subscription?

You will get an additional discount for the 3 month plan.

If you still would prefer the 1 month subscription, you will need a CS_Agent to adjust for you by private messaging on the envelope icon on your computer.

Re: Overcharged when switching plans

KatieF — Sun, 16 Jul 2023 11:47:49 GMT

I had it set to change on renewal. And when I selected this plan it didn't have the 90 day option it was 30 only. It says in my account this current one is until Aug 7 so it should be monthly.

And I see my $15 loyalty I used to get is now $5??

Re: Overcharged when switching plans

KatieF — Sun, 16 Jul 2023 11:49:13 GMT

Yes I'm sure and in my account it says the next renewal is Aug 7th. So I was in fact overcharged? Not happy switching plans is not simple and being charged wrong and losing my $15 loyalty to now $5 for no reason

Re: Overcharged when switching plans

KatieF — Sun, 16 Jul 2023 11:51:41 GMT

Very helpful, thank you. I'll leave the $66 (yes I can see it in my funds). Will this keep happening every 3 months or will it be resolved?

Re: Overcharged when switching plans

softech — Sun, 16 Jul 2023 12:48:26 GMT

@KatieF I am pretty sure it won't happen all the times. Monitor the billing and if anything wrong , post here and we can try to help or message support directly 🙂