topic Re: Double charge from August not yet rectified in Get Support

Double payment from August, 20th 2024 not yet rectified

filomenagomes — Mon, 30 Sep 2024 19:27:53 GMT

I was assured that this would be rectified and Public Mobile has yet to make this correction. Could I speak to somebody now, please?

Filomena

Re: Double payment from August, 20th 2024 not yet rectified

computergeek541 — Mon, 30 Sep 2024 19:30:05 GMT

@filomenagomes wrote:
I was assured that this would be rectified and Public Mobile has yet to make this correction. Could I speak to somebody now, please?

Please use the chatbot to open a ticket. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

After a ticket has been opened, a Public Mobile customers support agent will contact you.

Re: Double payment from August, 20th 2024 not yet rectified

eddieO — Mon, 30 Sep 2024 19:30:07 GMT

@filomenagomes as this is account related you will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Double charge from August not yet rectified

filomenagomes — Sun, 20 Oct 2024 02:16:30 GMT

I have submitted multiple tickets about Public Mobile double charging my credit card. I feel like I am in a loop of hell because the various agents keep telling me that my case is closed and that I have to keep resubmitting my complaint in order to correspond with a supervisor. Then I was told that a supervisor would contact me within 48 hours. Two weeks later and nothing.

What is even going on with Public Mobile?

I am beyond frustrated,

Filomena

Re: Double payment from August, 20th 2024 not yet rectified

filomenagomes — Sun, 20 Oct 2024 02:18:56 GMT

Yah, none of this worked for me.

So frustrating dealing with a different agent each time,

Filomena

Re: Double charge from August not yet rectified

hTideGnow — Sun, 20 Oct 2024 02:20:38 GMT

hi @filomenagomes

sorry, we are customers only, nothing much more we can help

reply support agent and push for an answer

Re: Double payment from August, 20th 2024 not yet rectified

filomenagomes — Sun, 20 Oct 2024 02:20:49 GMT

It's a different agent each time. And none of this worked for me. I feel like Public Mobile is struggling to keep up with customer issues. The community board and ticket system are not working to resolve my issues. It's literally been months now...

Filomena

Re: Double charge from August not yet rectified

slusagm — Sun, 20 Oct 2024 02:21:42 GMT

if you don't need the number and account, you can ask the bank to reverse. But doing so will suspend your account.

if you want the number and account, then please ask PM for update

Re: Double charge from August not yet rectified

eddieO — Sun, 20 Oct 2024 02:22:46 GMT

@filomenagomes, were you able to confirm that you were definitely double charged? Best way to check is to look at the credit card history but please note that many credit card companies show pending charges that are coming up and then when the charge is confirmed the pending charge sometimes still shows for another day or so until it has been cleared. You can also go into your Public Mobile account and check in your payment history. If you are double charged after checking these 2 methods then you can reach a support agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Double charge from August not yet rectified

filomenagomes — Sun, 20 Oct 2024 02:29:52 GMT

Yes, my bank confirmed the double charge and initially contacted me about it. PM says that my account has no record of a double charge. And yet, the money went to PM. I am beyond frustrated. I have dealt with MANY different support agents. Was told a supervisor would contact me within 48 hours and two weeks later, nothing. I reconnect with an agent to be told that my case was closed.

Re: Double charge from August not yet rectified

filomenagomes — Sun, 20 Oct 2024 02:32:59 GMT

As an aside, it's pretty shocking how many subject titles have DOUBLE CHARGE or DOUBLE BILLING or something similar in the PM community. Just sayin'

Re: Double charge from August not yet rectified

slusagm — Sun, 20 Oct 2024 02:33:04 GMT

it's a weekend now, just reply on Monday morning and ask agent to escalate. For payment, only PM can check and help and refund. And as said above, if you ask the bank to reverse , you are risk losing your service.

Re: Double charge from August not yet rectified

filomenagomes — Sun, 20 Oct 2024 02:36:55 GMT

I HAVE gone through the escalation request process. I appreciate your advice and I guess that I have to decide whether or not I want to have them risk closing my account. I've been with PM for years and feel like it's time to throw in the towel. Other customers need to be aware of these sorts of hiccups though.