topic Re: Billing in Get Support

Billing

Diini — Sat, 18 Jan 2025 19:42:56 GMT

Hi,

I have been charged 4 times since Nov. could you please review my account charges? I switched plan early this month but shouldn’t be charged 4 times. Thank you.

Re: Billing

Phil_Adelphus — Sat, 18 Jan 2025 19:46:33 GMT

@Diini When you switched plans, did you select "change now" or "change on renewal"? If it was "change now" you will have been charged the new amount immediately and lost the rest of the existing plan. BTW the community here consists of customers like you so we can't actually look at your account, to contact customer service open a ticket via the chat icon bottom right of this page

Re: Billing

Diini — Sat, 18 Jan 2025 19:48:44 GMT

That’s very tricky. I don’t remember seeing the option and usually the plan fee should be adjusted and refunded rather than charge twice for the same period. I don’t think that’s a good business practice. I am also being charged twice this month.

Re: Billing

Phil_Adelphus — Sat, 18 Jan 2025 19:51:40 GMT

@Diini There is a warning for "change now" that you may have missed. There's no pro-rating but if you think something's wrong then contact customer service, if the chatbot doesn't work for you then send a private message here

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

Re: Billing

slusagm — Sat, 18 Jan 2025 19:53:09 GMT

better ask PM to check and hope they can do something

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Billing

HALIMACS — Sat, 18 Jan 2025 20:29:15 GMT

@Diini wrote:
That’s very tricky. I don’t remember seeing the option and usually the plan fee should be adjusted and refunded rather than charge twice for the same period. I don’t think that’s a good business practice. I am also being charged twice this month.

This is a prepaid service @Diini .

It's clearly stated in the terms and conditions that there are no refunds.

Think of it like a vending machine. If you choose chips, but you wanted cheezies after the chips were dispensed, you end up with both the chips you didn't want, and the cheezies.

Only post paid services offer prorated plan changes and refunds for partial services remaining when one switches carriers.

Nothing, at all, tricky about it.

Re: Billing

Diini — Sat, 18 Jan 2025 22:15:29 GMT

Is monthly plan prepaid?
I have use several carriers in the past and all of them prorated and credited my account back when I change service or cancel. It’s all automated and I didn’t even need to contact customer service. I am comparing with other major carriers on the market and this is the first time I am hearing a monthly phone plan is prepaid and not post paid. It’s tricky compare to other carriers!!!

Re: Billing

HALIMACS — Sat, 18 Jan 2025 22:20:47 GMT

All public mobile plans are simply 30-day 'contracts' @Diini

When one uses auto-pay, or loads sufficient funds on their account, they essentially buy a brand new 30-day cycle before their prior cycle ends. To most, it mimics a post-paid monthly plan, but it is really just a pre-paid service.

Indeed, most of the big 3 (Telus, Bell, & Rogers) sell monthly post-paid plans. When a subscriber moves among these plans, their services are prorated to the date they leave.

The prepaid providers (mostly the 2nd and 3rd tier providers), are different than the postpaid.

I prefer to use the word "different" as opposed to "tricky" because they are very different services.

Re: Billing

Phil_Adelphus — Sat, 18 Jan 2025 22:20:55 GMT

@Diini Yes the monthly plan is prepaid. Several Canadian carriers offer prepaid, some offer both prepaid and postpaid.