topic Re: Double billing in Get Support

Double billing

ricky121 — Tue, 23 Jan 2024 01:33:10 GMT

hello,

I have been a Public Mobile subscriber since they started and have always paid my plan by voucher which I purchase at the convenience store.Now i have just found out that Telus,which owns PublicMobile,has somehow without my approval set up pre paid payments which they withdraw from my bank account ,$37.00 dollars per month,and they have been doing this

since June 2023.What does this$37.00 pay since i have no services with Telus,it certainly doesn't pay my mobile account because if i dont purchase my voucher my phone gets cut off and to my knowledge iam apublic mobile customer not telus.I called telus they have no account under my name or phone number.I went o my bank and they are investigating.I respectfully ask Telus to stop billing me $37.00 dollars per month for a service idont have with you and return the $296.00 dollar you took from me since June 2023.Thank you if anyone can help me with this I have tried to open a ticket with public but it doesn't seem to let me open the ticket.

Thanks to all,

Ricky

Re: Double billing

RavingRaven — Tue, 23 Jan 2024 01:45:51 GMT

@ricky121

It is not possible to set up payments for Public Mobile through your bank account. If you have not set this up in your bank account for a Telus service then they are fraudulent charges. I suggest you immediately change your passwords to your bank accounts and temporarily suspend your telephone and online banking. Arrange with your bank to require two pieces of ID for in branch services.

Otherwise this has nothing to do with Public Mobile.

Edit: It should be pretty simple to see whose account with Telus is being paid through your bank account?

Re: Double billing

Sansan — Tue, 23 Jan 2024 01:51:47 GMT

Even though PM is owned by Telus, PM and Telus are operating independently. You would not be charged by Telus and it being reflected as Public Mobile. Verify that you did not set up another line or that someone that you know is using your account.

Re: Double billing

ricky121 — Tue, 23 Jan 2024 02:34:57 GMT

Hi Sansan,

I did not set up another line unless they did or think they are billing me for my mobile account whchi I pay by voucher.I can stop paying by voucher but then my phone gets cut offandthe $37.00 keep getting charged but it pays nothing .No one even remotely knows my account information with PM.I did provide PM my debit card info around the time the payments started I June 2023,at that time my account had been suspended with PM because I had not paid on time and could not get 611 on the phone to enter my voucher information.This is what happens when you cannot speak to someone live a d when a company is various separate companies independent of each other creating confusion.Otherwise I never had problems with PM andi have bee with them since the beginning

Re: Double billing

hairbag1 — Tue, 23 Jan 2024 02:37:09 GMT

@ricky121

log in to your account using your laptop and see if there's $$ sitting in Available Funds. Then also look in your payment history. I wonder if you may have a Telus tv account or a landline that you've forgotten to deactivate maybe.

Re: Double billing

RavingRaven — Tue, 23 Jan 2024 02:39:23 GMT

@ricky121

Public Mobile does not accept automatic payments set up through your bank account. You need to contact Telus with the billing info in your bank account for the automatic payments. Again I strongly suggest you strengthen your bank account security and talk to their fraud department.

Re: Double billing

ricky121 — Tue, 23 Jan 2024 02:41:55 GMT

Hi ,

actually idid change my my passwords and even my debit card but payments are still beingtaken by Telus. I went to my bank and they did put back what was taken this month and did open an investigation they know the situation with Telus and PM and their relationship.

Re: Double billing

RavingRaven — Tue, 23 Jan 2024 02:45:23 GMT

@ricky121

To clarify:

Do you have a debit/credit card?

Are the charges set up within your bank account or are they pre-authorized payments?

Call your bank and cancel your card citing fraudulent charges. Ensure the new card has an entirely new number on it. (The card # change will only occur if it's debit/credit card.)

Re: Double billing

RavingRaven — Tue, 23 Jan 2024 02:48:08 GMT

@ricky121

How long ago did you activate your PM account? Did your original plan amount equal $37?

Re: Double billing

Sansan — Tue, 23 Jan 2024 02:48:34 GMT

I don't use debit card for my account, so I cannot confirm what is said about not being able to use debit card for automatic payments. You said you did provide your debit card info around the time the charges in question started to PM.

Yes I know it is frustrating when you can't speak to a live agent. However, they all operate independently and separately from each other, so just because you are with PM, Telus will not have your information or vise versa.

But if you want to submit a ticket for PM, the link is below. Hopefully they can shed some light on it for you. You said you called Telus and they couldn't help you as they had no info? They did a phone number search? Name, email?

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

Re: Double billing

RavingRaven — Tue, 23 Jan 2024 02:53:37 GMT

@ricky121

What is the merchant name/number as it appears on your account statement?

Edit: For example: KOODO TOP UP REAPPROV

Re: Double billing

ricky121 — Tue, 23 Jan 2024 02:53:38 GMT

Hi,

As isaid I did contact Telus and clearly outlined the situation they suggested I go to my bank which I did and they opened an investigation .the payments are debited from debit card whch is obviously linked to my chequing account.

Re: Double billing

Sansan — Tue, 23 Jan 2024 02:55:32 GMT

The problem is that changing card numbers does not guaranteed that the charges will stop. This is a myth that most people believe. Not always through.

It all depends on how the merchant post the transaction each month. They bill to the old number and the charges will just transfer to the new account without them knowing even that the number has changed.

I'm glad that the bank is working with you and giving you back some of the funds so far.

Re: Double billing

ricky121 — Tue, 23 Jan 2024 03:04:32 GMT

Hi,

Yes that's what bank told me.At this point i would be happy if the $37.00 withdrawals stop because it's paying nothing.What I lost is lost if I can get it back it would be great but what I want is the withdrawls to stop.

Re: Double billing

RavingRaven — Tue, 23 Jan 2024 03:07:43 GMT

@ricky121

Telus does accept pre-authorized payments from debit cards. Make sure your bank has set up a refusal of payment when Telus seeks automatic payment. additionally you should be able to put your card on hold and only remove the hold when you need to use your debit card. This should prevent future billing til these fraudulent transactions can be tracked.

However Telus is being complacent regarding these fraudulent charges and should be actively engaging in helping both you and your bank track down the fraudster account.

Financial institutions for some reason prefer not to change client card #'s further exasperating fraud charges. You may want to close your accounts and reopen new ones to get around this ( if not change banks?!!)

Re: Double billing

ricky121 — Tue, 23 Jan 2024 03:08:05 GMT

Hi,

I'm not home right now but as I can remember it says Telus Communications when I get home I will check to be sure.It will be late I don't k ow if you guys will still be here.

Re: Double billing

Sansan — Tue, 23 Jan 2024 03:12:13 GMT

I'm 😞 that this is happening to you. The only way for it to stop, is the monthy charges needs to stop from wherever they are originated from. One more thing, when you sign onto you PM account, does it say you are subscribed? If so, is there a number there?

Re: Double billing

RavingRaven — Tue, 23 Jan 2024 03:15:21 GMT

@ricky121

Telus Communications is home internet and/or Optik TV services.

Edit: Are you being billed $36.75 per month ? That's a basic TV package and PVR rental ($25+$10=$35+gst=$36.75). Likely from an Alberta address.

Re: Double billing

ricky121 — Tue, 23 Jan 2024 03:11:55 GMT

Hi,

When I get home later in about 1 1/2 hrs will try to open a ticket I tried earlier I could not.Yes they did a name and phone check turned up nothing.

Re: Double billing

Sansan — Tue, 23 Jan 2024 03:14:15 GMT

Sounds good