topic Re: Double charge in Get Support

Re: Double charge

Spencer123 — Mon, 28 Apr 2025 02:56:40 GMT

I was double-billed for the month of April. I had already prepaid for April, and I was charged a second time because my plan changed, and I was only refunded 2/3 of the charge. I asked for the remaining balance, but I was ignored, so I contacted my credit card company and explained the charge to them with evidence that I wasn't charged fairly.

Public Mobile can save money by not having the same customer service support as their sister companies, which is one of the reasons why their services cost less.

Re: Double charge

Phil_Adelphus — Mon, 28 Apr 2025 10:42:02 GMT

@Spencer123 When you change plan you have two options, "change now" and "change on renewal". If you select "change now" you will be charged immediately and forfeit the unused portion of your current plan (there is a warning about this when you make that selection). That's why it's normally recommended to select "change on renewal" so that the new plan doesn't kick in, or be charged, until the next renewal date. Normally there is no pro-rated refund so it sounds like you got lucky. If you did a chargeback with your credit card company that may cause problems with payments to PM from that card doing forward.

Re: Double charge

Spencer123 — Mon, 28 Apr 2025 20:21:43 GMT

I did try to post-date the change to renewal, but the system wouldn't process the change and displayed an error message.

Forfeiting your hard-earned money for a service that you can't use doesn't seem fair.

How am I supposed to be considered lucky by getting a partial credit? How do customers feel about that?

Maybe I made the wrong choice by bringing multiple phones to Public Mobile.

I appreciate the time you took to read my message and the thought you put into your response.

Thank you for your support.

Re: Double charge

hTideGnow — Mon, 28 Apr 2025 20:28:32 GMT

hi @Spencer123

don't give up. There was a problem with the system about Change on Renewal. So, if you were force to make plan change using Change now option, maybe PM support agent can do something. Please check with them by submit a ticket with CS Agent using Chatbot here:
  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 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