topic Double payment in Get Support

Double payment

SteveCurler — Sun, 03 Mar 2024 18:20:00 GMT

I started a new plan before my old plan expired. How can I get the double payment applied to a future billing?

Re: Double payment

Chalupa_Batman — Sun, 03 Mar 2024 18:22:11 GMT

Are you sure it's a double payment and not a pending payment? I would contact your credit company first to confirm it is a double payment. If it is, you can reach out to a CS Agent via this link to create a ticket.

To submit a ticket, start with the chatbot at the bottom right corner.

Or the following link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If it is found to be a double payment, they will credit your account.

Re: Double payment

hTideGnow — Sun, 03 Mar 2024 18:22:37 GMT

HI @SteveCurler

did you use Change Now when you made the plan change? If it is , then it is not double billing

PM is prepaid provider and won't provide partial refund if you use Chagne Now to change plan. You should have used Change on Renewal to schedule a change.

Re: Double payment

DennyCrane — Sun, 03 Mar 2024 18:23:15 GMT

When you change your plan you are presented with 2 options, to change NOW or change on RENEWAL. If you select NOW, it gives you a warning that there is no prorated refund. We always advise to change on RENEWAL to avoid this.

Re: Double payment

SteveCurler — Sun, 03 Mar 2024 18:23:24 GMT

I was charged 4 days ago for my monthly payment, I changed plans yesterday and was charged again for the new rate so paid twice. I now have learned I should have hit the "change on renewal" button and this would not have happened but can't undo it I assume.

Re: Double payment

Phil_Adelphus — Sun, 03 Mar 2024 18:23:55 GMT

@SteveCurler If you selected change now instead of change on renewal, which are the two options when changing plan, then you have forfeited what was left of the old plan. There are warnings about that when you do so. You can explain to customer support that you made a mistake and see if they will help you out, use the chat message icon bottom right of the page or if that doesn't work, it's being a bit cranky today, send a private message to customer support here

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

Re: Double payment

hTideGnow — Sun, 03 Mar 2024 18:25:05 GMT

HI @SteveCurler

because you used the wrong Change button. You should have just scheduled a change for next cycle.

I don't think support agent will do anything, but you can try

  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Double payment

SteveCurler — Sun, 03 Mar 2024 19:04:04 GMT

I missed that one.

Re: Double payment

CMCG — Sun, 03 Mar 2024 20:46:33 GMT

I did this when I was a new member and was POed because you would think they would prorate but they don't. I went online to chat with an agent and after hours of back and forth...yes, hours...they credited my account as a one time we'll be nice to you. The reason why it took hours is because the agents probably multitask and don't focus on one customer at a time.

Re: Double payment

hTideGnow — Sun, 03 Mar 2024 20:53:38 GMT

thanks @CMCG for reporting. I think @SteveCurler can try. i have the link how to chat with PM agent on my earlier reply. Please check