topic Re: new plan $34 for 20 GB in Get Support

new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 18:40:02 GMT

I changed to a new plan $34 for 20GB on November 19th 2023 and I was charged $10 for a service I didn't authorised. This $10 is illegal. I want my refund.

Re: new plan $34 for 20 GB

LitlLdy — Sun, 19 Nov 2023 18:45:22 GMT

@patricklvs wrote:
I changed to a new plan $34 for 20GB on November 19th 2023 and I was charged $10 for a service I didn't authorised. This $10 is illegal. I want my refund.

@patricklvs , this may be a dumb question & if it is I apologize but did you change your plan before renewal date? If so there’s no refunds or proration for unused time for your previous plan!

Otherwise, I don’t know where the extra $10 charge came from! Sorry 😔

Edit: If you were wrongly charged please send a private message to CS_Agent for help.

You can send a private message to a CS_Agent using the link: -> https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 18:47:00 GMT

yes I change to the new plan before the renewal date. It is not about the unused time. The $10 is about a service I didn't subscribed which I didn't authorised.

Re: new plan $34 for 20 GB

SourDude1234 — Sun, 19 Nov 2023 18:47:29 GMT

Hi @patricklvs
Make sure, as @LitlLdy suggested that you didn't change your plan before your renewal date. If not, contact a customer support agent using the following link
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Make sure to monitor the envelope icon on the top right since that is where you will receive the response.

Re: new plan $34 for 20 GB

DennyCrane — Sun, 19 Nov 2023 18:48:05 GMT

@patricklvs You're going to have to provide more details than that for us to be able to help you. If your plan is $34, why were you charged $10? Are you referring to missing discounts? An independent charge of $10? Can to show a screenshot of your payment history from your account. Please ensure not to include any personal info, as we are all customers just like you.

Re: new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 18:50:11 GMT

It says on the receipt "Automatic top-up" which is crazy

Re: new plan $34 for 20 GB

LitlLdy — Sun, 19 Nov 2023 18:51:45 GMT

@patricklvs wrote:
yes I change to the new plan before the renewal date. It is not about the unused time. The $10 is about a service I didn't subscribed which I didn't authorised.

@patricklvs , does it show what the $10 fee is for? Edit: Sorry, you posted your response to this question while I was typing!

Unfortunately we’re all Customers here on this Community forum & help when we’re able to but we are not able to help you with refunds. Sorry 😔

Please use the link I provided to ask a CS_Agent for help for the unauthorized $10 charge. Let us know how it goes please.

Re: new plan $34 for 20 GB

DennyCrane — Sun, 19 Nov 2023 18:59:13 GMT

@patricklvs That usually means you had funds available as a credit, and $10 was needed to supplement the credit to complete the purchase of the plan.

I suspect you chose to renew immediately/mid-cycle, which means you're effectively paying twice. There are no refunds for unused time, so we always recommend to schedule your plan change for your next renewal date.

EDIT: You confirmed further up that you did renew early. That is your issue, and was completely valid. When you switch immediately there are warnings about this.

Re: new plan $34 for 20 GB

dwh1 — Sun, 19 Nov 2023 18:54:21 GMT

An automatic top up happens when you have have authorized credit card billing and your new service period requires more money than is currently in your account.
It’s possible an accounting error occurred in which case I’m sure it will be fixed when you report it - it more likely it was the authorized payment required for your scheduled plan change to occur.

Re: new plan $34 for 20 GB

Dunkman — Sun, 19 Nov 2023 18:56:51 GMT

@patricklvs

As mentioned before, a screenshot of your payment history would provide valuable information.

Re: new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 18:59:47 GMT

I created 2 tickets with the CS_Agent and will await for their response

Re: new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 19:04:20 GMT

Re: new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 19:24:28 GMT

Re: new plan $34 for 20 GB

Dunkman — Sun, 19 Nov 2023 19:27:20 GMT

@patricklvs wrote:

@patricklvs

That is the receipt that you screenshot. Try the payment history. That would provide information.

Re: new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 19:28:03 GMT

Re: new plan $34 for 20 GB

DennyCrane — Sun, 19 Nov 2023 19:28:16 GMT

@patricklvs Oh so you did schedule. I don't know then! See what support says. From your receipt it looks like you purchased something for $20 and had a $10 credit on your account. Did you buy an add-on? Did you run out of data early and did you respond to a text for top up data?

Re: new plan $34 for 20 GB

LitlLdy — Sun, 19 Nov 2023 19:34:33 GMT

@patricklvs wrote:

@patricklvs , although we cannot see the plan fee $34 plus tax, we see the extra $11.30 fee which means you were charged a total amount of $44 plus tax. Correct?

I thought maybe you may of only had $24 in available balance & needed $10 more to pay for the plan. Hence why you would’ve been charged $10 plus tax. I guess I was incorrect in my thinking. Sorry. 😞

Edit: Please ignore this message, I type way to slow & now theres a new response! Sorry 😔

Re: new plan $34 for 20 GB

DennyCrane — Sun, 19 Nov 2023 19:31:17 GMT

So you renewed into a $34 plan and had a $24 credit/rewards? What does it show prior to the $10 line?

Re: new plan $34 for 20 GB

Dunkman — Sun, 19 Nov 2023 19:42:47 GMT

@patricklvs

Another payment history line below the $10 line may show $24 in available funds.

When you do an immediate plan change, you will be charged the full $34 + taxes. Besides the $10 charge, were you charged anything else? It would make sense that you had $24 in funds available and just needed $10 + taxes to top up to $34 needed for plan change.

Re: new plan $34 for 20 GB

patricklvs — Sun, 19 Nov 2023 19:45:32 GMT

I was charged only $10 + tax (automatic top-up). It should have been $34 + tax according to the new plan starting today. We will see how the support response to this issue.