topic Re: Retry payment in Get Support

Retry payment

Phyl_11 — Sun, 06 Oct 2024 18:03:58 GMT

My original plan is $39.10, I have a bill for $33.35 with a new subscription which I don't need. Every time I try to resume my services, it brings me back to payment successful. It's trying to give me a new number which i don't want. Please refund my $33.35, retry payment of $39.10 for my number of 709-xxx-xxxx

Re: Retry payment

Chalupa_Batman — Sun, 06 Oct 2024 18:03:16 GMT

Hello @Phyl_11

First, please remove your personal information. This is a public forum, not private. Please reach out to a CS Agent to resolve this issue.

To submit a ticket with CS Agent using this Chatbot link

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

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

Re: Retry payment

hTideGnow — Sun, 06 Oct 2024 18:10:07 GMT

@Phyl_11

why you have a new subscription? are you saying you have 2 accounts now? or you try to login and you got an error saying Start new subscription or so? If it is , look like the system just cannot find your My Account.

Anyway, in your case, you need support agent to help. Please messge them:

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

Re: Retry payment

Meow — Sun, 06 Oct 2024 18:12:12 GMT

Do you have enough funds on your account to renew subscription? I do not get those numbers you are talking about. Plan in 39.10 so you have to have 39.10 as available funds.

If payment fails all the time try using clean or different browser, computer, incognito mode, clear cookies.

Re: Retry payment

computergeek541 — Sun, 06 Oct 2024 19:53:36 GMT

@Meow wrote:
Do you have enough funds on your account to renew subscription? I do not get those numbers you are talking about. Plan in 39.10 so you have to have 39.10 as available funds.
If payment fails all the time try using clean or different browser, computer, incognito mode, clear cookies.

The available balance in the above scenario will not have to be $39.10. The available balance in the Public Mobile account is only a pre-tax amount.

Re: Retry payment

Meow — Sun, 06 Oct 2024 22:02:54 GMT

@computergeek541 wrote:
available balance in the above scenario will not have to be $39.10. The available balance in the Public Mobile account is only a pre-tax amount.

As per my experience, available funds in my account are Already taxed. When I add $1 (as a test) I see that $1 in my funds but I am charged $1.13 on my card.

Re: Retry payment

computergeek541 — Mon, 07 Oct 2024 01:54:02 GMT

@Meow wrote:
@computergeek541 wrote:
available balance in the above scenario will not have to be $39.10. The available balance in the Public Mobile account is only a pre-tax amount.
As per my experience, available funds in my account are Already taxed. When I add $1 (as a test) I see that $1 in my funds but I am charged $1.13 on my card.

That's correct, meaning that a customer would never need $39.10 in the Public Mobile account avaialble balance.