topic Customer service in Get Support

Customer service

Victoria_80 — Mon, 31 Jul 2023 23:14:45 GMT

Are there real people to talk to about billing??

Re: Customer service

dust2dust — Mon, 31 Jul 2023 23:17:42 GMT

We're all real. But no one to verbally talk to. It's all this typing. What seems to be the problem? Maybe we can help.

Re: Customer service

Victoria_80 — Mon, 31 Jul 2023 23:20:56 GMT

I have billing questions. We have the $15 plan for our teen and somehow it's automatically taken multiple $30 plus tax payments from our credit card for 3G data.

Re: Customer service

dust2dust — Mon, 31 Jul 2023 23:24:19 GMT

Can you look in her texting history to see if she has been receiving text offers from here to buy data? Or ask and hope for an honest answer 🙂 Are you able to log in to the account?

Re: Customer service

Victoria_80 — Mon, 31 Jul 2023 23:28:00 GMT

Yes I've logged in. All we can figure is that we changed her phone and didn't change the settings on it and it went over on data. I just didn't think it would automatically add on since we only have the $15 plan. I've changed the settings back on the data. Is that all I need to do to fix it going forward?

Re: Customer service

dust2dust — Mon, 31 Jul 2023 23:39:23 GMT

I have never heard of automatic adding of add-ons. I would suspect that the phone got a text offering more data and that it was replied to to go ahead. That would charge the registered card. $30 is 3gb of data or 2x1gb. Do you see those purchases in the payment history?

Re: Customer service

Victoria_80 — Mon, 31 Jul 2023 23:47:23 GMT

Yes I see the charges on the bill. It's calling it 'automatic top up' in the description.

Re: Customer service

John_Kang1998 — Mon, 31 Jul 2023 23:51:41 GMT

I think if you need customer service you can private message them

Re: Customer service

dust2dust — Mon, 31 Jul 2023 23:52:33 GMT

And along with the $15 automatic top-ups I guess.
Do you also see one or more of the data add-ons in the add-ons list?
Please do look at the text history or ask the kid.
I suppose a case can be made that a minor should not be allowed to make these purchases but then how would they control that and how would they know a minor is holding the phone. They don't.
I think it's a learning opportunity for the kid. And a whole lot of chores.

Re: Customer service

Victoria_80 — Tue, 01 Aug 2023 00:06:54 GMT

How do I send the private message?

Re: Customer service

softech — Tue, 01 Aug 2023 00:12:39 GMT

@Victoria_80

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: Customer service

HALIMACS — Tue, 01 Aug 2023 00:56:04 GMT

@Victoria_80

It's very likely your 'child' has figured out access to the account (either through 611 or through the self-serve) or perhaps replying to a text offer to add data. (trust us, it happened to MANY folks awhile back when a targeted campaign was send via SMS to upgrade to a higher data plan ... many parents had wake-up calls with their little ones ...)

Our little ones can be quite creative when it comes to tech.

My recommendation - have them pay you back. (but you do what you need to do ...)

Then, change the login credentials and the account PIN# and let them know the next time an unauthorized charge is made THEY can pay for the service.

Re: Customer service

Waynewoodruff — Tue, 01 Aug 2023 02:19:42 GMT

I never found any . Go to chat box ,it will prompt you at the end to open a ticket . Wait until they reply ,might take a day or less but you will have a personal reply . Hope this helps .