topic Charged for an automatic top up in Get Support

Charged for an automatic top up

jenrobbins22 — Sat, 11 Nov 2023 15:25:19 GMT

Why was I charged for an automatic top up? I didn't agree or request it, I would like it refunded and cancelled for any future automatic payments.

Re: Charged for an automatic top up

Dunkman — Sat, 11 Nov 2023 15:29:48 GMT

@jenrobbins22

When you first activated your plan, you automatically signed up for pre-authorized payments. You can try to contact customer service agent, but in general, there are no refunds.

Go to payment section. Then click on manage subscription. The unsubscribe. That will turn off pre-authorized payments.

Re: Charged for an automatic top up

HALIMACS — Sat, 11 Nov 2023 15:32:26 GMT

@jenrobbins22

Is it your intention to cancel the service, or manually pre-pay prior to the expiry of the current cycle dates?

@Dunkman explained why it's there (default upon activation), however not having auto-pay risks losing service at renewal if one neglects to load necessary funds for uninterrupted service.

This is, of course, certainly your choice.

Re: Charged for an automatic top up

jenrobbins22 — Sat, 11 Nov 2023 15:34:01 GMT

I understand being automatically charged for my monthly plan. My plan is $40, this was an 'automatic top up' of $11.50 which led me to believe I was being charged for something else like an add-on

Re: Charged for an automatic top up

SourDude1234 — Sat, 11 Nov 2023 15:35:13 GMT

Hi @jenrobbins22
To disable it, go into your account, then go to payments, then "manage subscription" and toggle the "subscribed" switch off. Make sure to have funds in your account before your renewal date. Do this by going back to the "payments" tab then adding funds using a voucher or with a credit/debit card.

Re: Charged for an automatic top up

HALIMACS — Sat, 11 Nov 2023 15:36:24 GMT

Did you order a SIM card upon activation here, @jenrobbins22 ?

Also, the charges for plan renewals are separated into calling/service and data components (but the total adds to the plan total)

Then, there's the tax on top of that.

Re: Charged for an automatic top up

Dunkman — Sat, 11 Nov 2023 15:36:48 GMT

@jenrobbins22 wrote:
I understand being automatically charged for my monthly plan. My plan is $40, this was an 'automatic top up' of $11.50 which led me to believe I was being charged for something else like an add-on

@jenrobbins22

Check your payment history.

$11.50 would be $10 + taxes.

Did you have enough credits this month that would only require $10 payment?

Re: Charged for an automatic top up

jenrobbins22 — Sat, 11 Nov 2023 15:44:02 GMT

I did check my payment history, which is why I am posting here that I was charged unnecessarily.

07:44 AM

Purchased $50 UL CAN-US Base Plan-40GB-5G

$50.00

Available Funds: $0.0

07:44 AM

Purchased $50 UL CAN-US Base Plan-40GB-5G

$10.00

+ $1.30 HST ON

Available Funds: $50.00

I was charged today for my plan renewal, I have been a customer for over 2 years, this is normal. I was also however, charged several hours earlier for an automatic top up. I have never agreed to this or requested this.

Re: Charged for an automatic top up

jenrobbins22 — Sat, 11 Nov 2023 15:45:01 GMT

07:44 AM

Automatic Top-up

$10.00

+ $1.30 HST ON

Available Funds: $50.00

Re: Charged for an automatic top up

DennyCrane — Sat, 11 Nov 2023 16:08:54 GMT

Looks like your plan is $50 but you had a $40 credit balance so it charged you $10 to top you up to the $50 needed for your plan.