topic Re: double pay in Get Support

Double pay

Mucho — Mon, 04 Nov 2024 18:24:04 GMT

On AUGUST 12 2024 I wanted to switch to a different plan. The switch was supposed to take effect at the monthly end of the old plan. This never happed - I still got charged for my old plan on rollover day and my new plan. I would like a refund of $36.75 that should not have been deducted for September.

Thank you

Re: Double pay

hTideGnow — Mon, 04 Nov 2024 18:27:26 GMT

hi @Mucho

something you need PM agent to check and sort it out

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 pay

Handy1 — Mon, 04 Nov 2024 18:30:32 GMT

@Mucho Contact support to investigate what went wrong , be good if you have screen shots of the scheduled plan change to show as proof , but not necessary

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

double pay

Mucho — Thu, 07 Nov 2024 03:42:36 GMT

I would have liked to get my $36 back - and I would like to say - thank you! - to the Community for it's great help

..... but CS agent Alex

We need your phone number backup number account number full address last I paid extra credit card number etc

They got to be kidding - I am not putting my life into an email for $ 36 nothing is worth that

Re: double pay

Sansan — Thu, 07 Nov 2024 03:53:13 GMT

@Mucho

Without validating CS_Agent will not be able to move forward with the problem. You will have to give them your phone number.

Re: double pay

hairbag1 — Thu, 07 Nov 2024 04:00:36 GMT

@Mucho

feel safe providing that info as the Customer Support agent you're dealing with, needs to be sure of who you are. Give them your PM phone number, acct number, name on acct, PM pin number..whatever they ask for.

Re: double pay

computergeek541 — Thu, 07 Nov 2024 05:24:15 GMT

@Mucho wrote:
I would have liked to get my $36 back - and I would like to say - thank you! - to the Community for it's great help
..... but CS agent Alex
We need your phone number backup number account number full address last I paid extra credit card number etc
They got to be kidding - I am not putting my life into an email for $ 36 nothing is worth that

I'm unsure if the chatbot was used or if a private message was sent to CS_Agent intially, but this is actualy one of the reason that customers need to be using the chatbot to open tickets. When going through the chatbot, all neecessary account verification has already been completed.

Re: double pay

Sansan — Thu, 07 Nov 2024 19:41:27 GMT

@computergeek541 so assuming the chatbot was used, then Alex is not following protocol. Which is unfortunately, nothing new with some employees from any company.

Assuming it wasn't, hense the verification questions which would be a valid request.

Only @Mucho could clarify.