topic Re: Account charged twice in Get Support

Account charged twice

22M-96 — Tue, 23 Apr 2024 00:21:02 GMT

I’m subscribed to automatic payment for my plan. My PM app shows a receipt for only one payment, but my bank statement shows that I was charged twice this morning for my plan. It should only be one payment. How do I go about getting refunded for the second charge?

Re: Account charged twice

Dunkman — Mon, 22 Apr 2024 13:14:50 GMT

@22M-96

Make sure that the duplicate payment is not a pending charge.

Are you a recent new customer? Did you have any issues with activating your account initially? Sometimes, if you had issues, you could have activated a "ghost" account which is causing a duplicate charge.

If two actual charges, then you will need to contact customer service agent. Either submit a ticket via the chatbot or via the following link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Account charged twice

22M-96 — Mon, 22 Apr 2024 13:18:26 GMT

I’ve been a customer since 2018 and it doesn’t show up as pending, it shows as two withdrawals. Thank you

Re: Account charged twice

dabr — Mon, 22 Apr 2024 19:57:44 GMT

@22M-96 I've also encountered a similar problem with the payment on one line earlier this month and yes it's the first time this has happened to any of our lines which all have worked without a hitch with autopay prior to this over the last five years.

In my case, the autopay not only got debited as scheduled and I receive the alert as always from my CC that the payment had happened but the account actually got suspended and I was forced to make a second payment after we realized the phone was not able to make or receive calls that morning. Then I had to wait a few days for the pending charges to become posted on the CC before CSA's would consider that there was a double charge. And no (to anyone wondering) there was no corresponding credit in the account to offset the double charge.

After proving the double charge once both payments were posted, CSA informed me that they will send my request for a refund to their payment dept. and I would have to wait for the refund to be credited to my CC instead of being credited to the account as per my preferred option which I assume will take close to month.

I'm thinking all these never ending payment glitches are really becoming old!