topic Re: Repeated Billing Errors in Get Support

Repeated Billing Errors

Akee — Tue, 25 Mar 2025 14:42:40 GMT

My wife died so I closed her account.

Now I keep getting charged for what I'm assuming was her closed account except every couple of days there is a new charge.

Mar 13 - $45.20

Mar 14 - $45.20

Mar 15 - $45.20

Mar 21 - $45.20

Mar 22 - $45.20

Totaling $271.20 so far. I submitted a ticket but still have not recieved a response.

Re: Repeated Billing Errors

hTideGnow — Tue, 25 Mar 2025 14:51:14 GMT

HI @Akee

sorry for your lost. My condolences.

how you closed the account? did you login her My Account and disabled the Autopay?

or ask PM support to check. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Repeated Billing Errors

Akee — Tue, 25 Mar 2025 15:09:08 GMT

Thank you.

I logged into her account and unsubscribed. Even if that didnt work I've been billed 6 times this month.

I already submitted a ticket but have not recieved a response to my community inbox. It has been 24hours.

Re: Repeated Billing Errors

hTideGnow — Tue, 25 Mar 2025 15:11:26 GMT

hi @Akee

you sure that credit card didn't use on multiple accounts with Public Mobile?

if you are certain, and if the credit card always got charged once monthly before March, and if you don't need that PM account anymore, you can talk to credit card and reverse it.

Re: Repeated Billing Errors

Akee — Tue, 25 Mar 2025 15:17:49 GMT

I am certain. It was always charged monthly before.

It's not a credit card it's a debit card. I suppose I could take time off work, drive the 45minutes the nearest bank and then wait in line at the bank to maybe have the charges stopped or possibly reversed but I was hoping PM would do that since this is their mistake. Am I asking too much?

Re: Repeated Billing Errors

hTideGnow — Tue, 25 Mar 2025 15:21:38 GMT

hi @Akee

We are only customers trying to help. Please message support using the link I provided above

Re: Repeated Billing Errors

Akee — Tue, 25 Mar 2025 15:26:22 GMT

I appreciate your help truly.

I have already messaged support.

I just find it frustrating that I cant seem to get a response from a CS_agent.

Re: Repeated Billing Errors

hairbag1 — Tue, 25 Mar 2025 15:44:06 GMT

@Akee

you have every right to expect that PM can fix this in a reasonable timeframe. If it has been 24 hrs since your original message was sent, consider sending a follow-up message requesting to have this escalated to a senior support person AND reply to you quickly. Watch the little envelop icon on top right side of page will be highlighted when they do respond. We're on your side so please let us know when the issue is fixed.

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

Re: Repeated Billing Errors

Akee — Tue, 25 Mar 2025 15:55:51 GMT

Thank you again. I will try that and let you know if/when the issue is resolved.

Re: Repeated Billing Errors

Akee — Tue, 25 Mar 2025 19:14:18 GMT

This is the response I received.....

"Thank you for your reply and for securing your account!

I've checked your service and the next renewal will be on March 29th 2025.

You'll have to check if you have 3-6 other accounts where you got charge at this moment and request chargebacks for all accounts"

How does that help me?

Re: Repeated Billing Errors

Sansan — Tue, 25 Mar 2025 19:32:50 GMT

Sounds like it's not even clear that her account is indeed closed if they are telling you when the next bill will be debited. Very unprofessional.

Also ask them to remove the debit card from the file.

So its on you to figure it out by contacting your bank and deal with them according to that.

Ask to escalate to manager.

If they refuse, contact the CCTS and file a formal complaint.

Re: Repeated Billing Errors

Akee — Wed, 26 Mar 2025 11:41:34 GMT

I asked to escalate to a manager but no one has replied to my ticket since yesterday.

What is the CCTS?

Re: Repeated Billing Errors

Akee — Thu, 27 Mar 2025 20:27:04 GMT

Apparently, after many messages back and forth with CS_agents, it can take up to 14 days to get an update....

Re: Repeated Billing Errors

Sansan — Fri, 28 Mar 2025 12:46:32 GMT

@Akee CCTS Commission for Complaints for Telecom-television Services. To file a complaint against your telephone or television provider if you feel you have been wronged by them and they are not willing to fix it.

If you file it, Public Mobile will know and try to reach out to you to probably fix it right away and ask you to remove your complaint against them.

Google the service.

Re: Repeated Billing Errors

Akee — Fri, 28 Mar 2025 13:19:43 GMT

Thank you very much for your help! I will definitely file a complaint.

Re: Repeated Billing Errors

Akee — Mon, 31 Mar 2025 12:33:12 GMT

I filed a complaint with CCTS. Thank you for this advice.

I have also recieved 3 more charges buit when I mentioned this to the CS agent, the response I got was "Have a great day!". The PM customer service agents seem very passive aggressive.

Re: Repeated Billing Errors

Akee — Tue, 08 Apr 2025 19:23:11 GMT

So after 2 weeks this is the response that I received....

"The charges that you are disputing were not made for the account of your wife. The charges were made for another Public Mobile account. Due to privacy reasons, we can not share with you any information about that account. We can only tell you that the account number ends with XXX. We can to have the charges refunded. You can ask your bank for a chargeback."

Basically I could have done this myself 2 weeks ago and saved the hassle of dealing with Customer Service entirely. This is appalling customer service.