topic Re: Double charge in Get Support

Double charge

Harmankapoor — Wed, 30 Apr 2025 12:36:13 GMT

I see two charges for same amount on credit card and two invoices with 60gb and 75gb on same day.

Please share if someone else see two charges on their credit card and how to resolve this issue.

Thanks

Re: Double charge

softech — Wed, 30 Apr 2025 12:37:37 GMT

@Harmankapoor

did you make any plan change?

Where you see the double payments? Were they on the credit card or were they on the Payment History on My Acocunt (https://myaccount.publicmobile.ca/en/account/payment/payment-history ) ?

If you see them on your credit card, check if one of the charges is just a pending charge while only one of them is the posted charge.

If they are on Payment history on My Account, please note that each renewal will show at least two transactions on payment history on My account. Only one entry shows actual PM charge, show how much PM charged your card and applied the amount to your Available Fund in My Account. The other entry, likely couple hours later on the same day, will be showing how PM uses the money from your Available fund in My Account for plan renewal.

Post us a screenshot of you have any question.

If you are certain there are more than one posted charge (and not pending) on your credit card and you cannot find where the extra money went, engage support for further investigation:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Double charge

BKNS27 — Wed, 30 Apr 2025 13:22:50 GMT

@Harmankapoor

Re: Double charge

Harmankapoor — Thu, 01 May 2025 21:50:01 GMT

Extra charge still there

Re: Double charge

Harmankapoor — Thu, 01 May 2025 21:51:10 GMT

On new credit card it charges twice.. anyone else see the same. No customer service. What a joke.

Re: Double charge

Harmankapoor — Thu, 01 May 2025 21:51:45 GMT

Can not even get call back on openticket

Re: Double charge

Harmankapoor — Thu, 01 May 2025 21:53:09 GMT

Not helpful. Need that one month refund to credit card or credit applied toward next month

Re: Double charge

slusagm — Thu, 01 May 2025 21:54:30 GMT

did you open a ticket? did you check here for agent's reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Double charge

Harmankapoor — Fri, 02 May 2025 00:38:09 GMT

it's not showing in available amount.

Re: Double charge

Harmankapoor — Fri, 02 May 2025 00:39:41 GMT

It should have changed to new one not charge me for old and new same day.

Re: Double charge

slusagm — Fri, 02 May 2025 00:46:03 GMT

did you make a Change now plan change on the day of the renewal? you should have use Change on Renewal to avoid that

but we are just customers here. it is not really useful you keep replying us. You need to talk to PM, only PM staff can help. have you opened ticket yet? did you check your community inbox? Just submit ticket and wait for PM support to help. Customers cannot help further to get your money back

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

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage