topic Re: @cs_agent in Get Support

@cs_agent

Jake-39 — Sun, 17 Sep 2023 01:29:57 GMT

Need to talk to an agent asap. Double charged

Re: @cs_agent

hTideGnow — Sun, 17 Sep 2023 01:30:42 GMT

HI @Jake-39

you can submit a ticket with CS agent:

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

Re: @cs_agent

softech — Sun, 17 Sep 2023 01:31:03 GMT

@Jake-39

Where you see the double payments? 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 charge 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 questions

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

Jake-39 — Sun, 17 Sep 2023 01:31:42 GMT

I cannot. Always getting an error

Re: @cs_agent

Handy1 — Sun, 17 Sep 2023 01:32:12 GMT

@Jake-39 Here’s how

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: @cs_agent

hTideGnow — Sun, 17 Sep 2023 01:32:38 GMT

HI @Jake-39

please try the link I provided

and screenshot the error and post here if there is one

Re: @cs_agent

softech — Sun, 17 Sep 2023 01:33:02 GMT

@Jake-39

Try to click on this link: @CS_Agent and click Send a Message

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 01:35:52 GMT

Actually, my subscription was renewed today. But my internet data was not refreshed. No internet for this month's subscription.

Then I received a message saying that I need to reply YES1 to get 1 GB data. When I replied, I got charged again.

Re: @cs_agent

softech — Sun, 17 Sep 2023 02:08:17 GMT

@Jake-39

1. you have no internet after renewal? did you check if you have some data limit enabled on your phone? And check My Account again using Incognito mode

2. for the text message about the 1GB, what was it about? mind to share a screenshot of the text?

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:23:39 GMT

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:24:28 GMT

Last data usage was sept 15 and it was only 0.84 MB. No record of data usage after that

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:25:06 GMT

renewal of subscription was today

Re: @cs_agent

softech — Sun, 17 Sep 2023 02:26:01 GMT

@Jake-39

this is using app, right? to avoid cache issue , try to check using a browser, and use Incognito mode

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:25:47 GMT

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:28:27 GMT

this was the text message. Since I got no internet earlier, I was forced to say YES1 to this message thinking that this will refresh my 1 GB data subscription

Re: @cs_agent

softech — Sun, 17 Sep 2023 02:30:31 GMT

@Jake-39

and you still don't have internet now?

you are using Android, go to Mobile Data usage page, change the "Start billing cycle on date" to today (16th), check how much data used according to your phone. You should see a screen like this:

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:32:21 GMT

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:32:33 GMT

Re: @cs_agent

Jake-39 — Sun, 17 Sep 2023 02:33:39 GMT

the 1GB add on is the one giving me internet right now

Re: @cs_agent

softech — Sun, 17 Sep 2023 02:35:46 GMT

@Jake-39

ok, at least you have internet now

I suggest you to check with support and ask them to confirm if they did give you the 1GB for this cycle. If not, ask them to refund you the $15 1GB since you shouldn't need it if they have given you the proper data in the beginning

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