topic Re: Available funds in account in Get Support

Available funds in account

Angel7 — Tue, 10 Oct 2023 15:32:03 GMT

Hello, I don't know why the funds for subscription renewal in my account was reduced/deducted.

Yesterday I had available funds of $5 and my subscription was meant to renew today for $39.80, meaning you guys were supposed to charge me $39.80 plus $5 in my account to renew my subscription but I checked this morning and I was charged $44.80.. Why is this?

Re: Available funds in account

BrittanyT — Tue, 10 Oct 2023 12:04:48 GMT

It happen before to me and it was a glitch in the system I got it after in my next payment

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 12:06:39 GMT

That sucks. How can I get mine back?

Re: Available funds in account

BrittanyT — Tue, 10 Oct 2023 12:15:04 GMT

It should show up on your next payment or you call in see if they can do it for you right away

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 12:17:14 GMT

I need it now… call in? Does PM have a cell number? They don't even respond? 😑

Re: Available funds in account

gpixel — Tue, 10 Oct 2023 12:21:11 GMT

@Angel7

what plan are you on? are you sure that the 39.80 did not have the $5 already added to the final bill you were looking at? PM usually deducts your discounts to the final bill before the total amount is withdrawn on your renewal date

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 12:25:38 GMT

$45 for 40GB… and no, yesterday I changed my payment method on the app in which I saw in my account “available funds $5” and “amount due to be paid $39.80” but I was deducted $44.80 instead

Re: Available funds in account

HALIMACS — Tue, 10 Oct 2023 12:28:26 GMT

@Angel7

CONTACT CUSTOMER SUPPORT

To contact a Customer Support Agent, send a private message to the Customer Support Agents by clicking here

You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 12:30:57 GMT

This is the community… I already sent a message here

Re: Available funds in account

Phil_Adelphus — Tue, 10 Oct 2023 12:33:53 GMT

@Angel7 Are you accounting for tax?

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 12:36:12 GMT

YES, I WAS TAXE… But I still got debited more.

Re: Available funds in account

Phil_Adelphus — Tue, 10 Oct 2023 12:38:05 GMT

@Angel7 If you're sure your bill was wrong then best to contact customer service by private message, click here:

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

You'll need to monitor your private message inbox for a reply.

Re: Available funds in account

wetcoaster — Tue, 10 Oct 2023 14:32:40 GMT

@Angel7 wrote:
$45 for 40GB… and no, yesterday I changed my payment method on the app in which I saw in my account “available funds $5” and “amount due to be paid $39.80” but I was deducted $44.80 instead

Since the switch to the new My Account software, and with that the application times of the $ rewards, the payment prediction page is not programmed properly. Depending on your plan and the time you are checking it, it is off by the rewards amount. $ rewards are applied in the afternoon before renewal night, but the payment prediction doesn't account for that. So for a few hours, between rewards applied and renewal, the payment predictions is accounting for twice the rewards. The system will only deduct the available funds (which include the rewards applied earlier in the day) at renewal. It gets even more convoluted on 90day plans...

Working with the numbers provided, it seems to have worked correctly:

$44.80 = $40 + 12%tax

(plan cost - available funds) + tax = ($45 - &5) + 4.40 = $44.80

Edited to add screen shot - note that community rewards, if applicable, are added to available funds as they are handed out.

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 14:36:01 GMT

I had $5 as funds on my public mobile account and my plan is $45 for $40 and I was billed $44.80

that's my online banking app for the transaction public mobile billed me for

Re: Available funds in account

wetcoaster — Tue, 10 Oct 2023 14:49:34 GMT

@Angel7 wrote:
I had $5 as funds on my public mobile account and my plan is $45 for $40 and I was billed $44.80
that's my online banking app for the transaction public mobile billed me for

I stand by my explanation above.

The screen shot is there to explain how rewards are added, I can't exactly replicate your scenario since I don't have an account with exactly your plan and reward numbers.

If you post your payment history (all personal data removed, of course, we are just customers like you), we could adjust the explanation to what actually happened?

Re: Available funds in account

Phil_Adelphus — Tue, 10 Oct 2023 15:29:55 GMT

@wetcoaster "$44.80 = $40 + 12%tax" In Ontario the tax would be 13%.

Re: Available funds in account

esjliv — Tue, 10 Oct 2023 15:36:47 GMT

@Angel7 wrote:
I had $5 as funds on my public mobile account and my plan is $45 for $40 and I was billed $44.80
that's my online banking app for the transaction public mobile billed me for

@Angel7 - that charge says PENDING. And it was only listed as of today. Once authorized it may go to a different amount.

What does it say in your payment history in your My Account: https://myaccount.publicmobile.ca/en/account/payment/payment-history

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 20:51:58 GMT

The charge has been posted meaning they took the amount

Re: Available funds in account

hTideGnow — Tue, 10 Oct 2023 20:56:20 GMT

HI @Angel7

$44.80 is $40 +tax. .. what plan do you have? $40? or $45 ? or more?

and, can you login to PM's My Account and check the transaction and post a screenshot like @wetcoaster 's. It is easier for us to help

Re: Available funds in account

Angel7 — Tue, 10 Oct 2023 21:14:49 GMT

On September 9th I decided to change my plan to $45 for 40GB and I was billed this amount of $45 including tax ( I was using a different payment method)

It says here on my payment history… after that renewal I got the reward of $2 + $3 = $5

I had $5 on my account until today I was billed $44.80 on my updated payment method which I switched yesterday

Plus the $5 gone which means I was billed a total of $49.80

Even the CS I'm message rn won't understand