topic Re: Monthly Overcharges in Get Support

Monthly Overcharges

NickyP — Tue, 13 May 2025 13:03:58 GMT

It was just brought to my attention that public has been overcharging me monthly $30, each month, for almost a year. Each billing cycle, in addition to my regular subscription, there is a line indicating "Automatic Top up" for $30 + HST. I've never signed up for an "automatic top up" and I never, ever come anywhere close to using up all of my data. I'm so frustrating trying to contact someone, and address the hundreds of dollars of overcharge on my account. How do I resolve this? Nicole

Re: Monthly Overcharges

Handy1 — Tue, 13 May 2025 13:05:09 GMT

@NickyP to contact support

you can use the orange chat bubble bottom right of screen or send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Monthly Overcharges

hTideGnow — Tue, 13 May 2025 13:06:30 GMT

hi @NickyP

what plan do you have?

Automatic payment is actually a requirement when you signed up with PM, you have to click the check box to agree to complete the activation

if you want to discuss with PM support agent, please  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

Re: Monthly Overcharges

Phil_Adelphus — Tue, 13 May 2025 13:09:20 GMT

@NickyP If it's about a year, are you sure it's not because you are now being charged the full amount instead of having $ rewards automatically deducted from your bill? The change to public points happened about a year ago, resulting in payments reverting to their original amount and rewards switching to points that you can use to lower your bill (or buy add ons). To stop auto-pay log in to your account and toggle "subscribed" to "unsubscribed".

Re: Monthly Overcharges

colleeno — Tue, 13 May 2025 13:11:51 GMT

@NickyP

Does your credit card statement show this additional charge too?

Re: Monthly Overcharges

computergeek541 — Tue, 13 May 2025 13:16:25 GMT

@NickyP wrote:
It was just brought to my attention that public has been overcharging me monthly $30, each month, for almost a year. Each billing cycle, in addition to my regular subscription, there is a line indicating "Automatic Top up" for $30 + HST. I've never signed up for an "automatic top up" and I never, ever come anywhere close to using up all of my data. I'm so frustrating trying to contact someone, and address the hundreds of dollars of overcharge on my account. How do I resolve this? Nicole

This doesn't sound to be an overcharge. The separate lines for the plan and the automatic top up aren't separate charges. They are simply there as one being a postive amount one being a negative amount. This is in line with the double-entry accounting principle.

Re: Monthly Overcharges

NickyP — Tue, 13 May 2025 13:15:13 GMT

I'm currently on the $35 75GB Can/US/Mex plan

Re: Monthly Overcharges

NickyP — Tue, 13 May 2025 13:16:01 GMT

Thanks for that idea, but I have no Public Points and have not used them as part of my mothly payment.

Re: Monthly Overcharges

NickyP — Tue, 13 May 2025 13:17:23 GMT

Yes. Every month. It flew under the radar because I thought the second $30 charge was my husbands plan. But just found out he, in fact, uses a different credit card for his Public Mobile payments. This triggered me to do a deeper invoice dive to find these monthly "auto-top up" charges.

Re: Monthly Overcharges

computergeek541 — Tue, 13 May 2025 13:20:15 GMT

@NickyP wrote:
Yes. Every month. It flew under the radar because I thought the second $30 charge was my husbands plan. But just found out he, in fact, uses a different credit card for his Public Mobile payments. This triggered me to do a deeper invoice dive to find these monthly "auto-top up" charges.

That's not a sepearte charge. It's just a credit entry to show that the plan has been paid for.

Re: Monthly Overcharges

hairbag1 — Tue, 13 May 2025 13:21:54 GMT

@NickyP

I think if you check with your bank, you'll see you were only charged for the plan you signed up for. During the activation process, you provided a valid debit / credit card for payment and it was set to Subscribe (Autopay). If you want, you can log in to your account to disable Subscribe...but you'll have to manually pay for your plan every 30 days thereafter....or your account will Suspend until paid. If not paid within 90 days, your account is deactivated.

Re: Monthly Overcharges

Phil_Adelphus — Tue, 13 May 2025 13:24:23 GMT

@NickyP but I have no Public Points

You must have Public Points unless you have used them up or, for some reason, opted out.

Re: Monthly Overcharges

colleeno — Tue, 13 May 2025 13:30:21 GMT

@NickyP

This is what the payment info on my account looks like when using the PM app. I am not being double charged. The Top-Up to your account happens first and then the payment is taken out of your account.

Re: Monthly Overcharges

NickyP — Tue, 13 May 2025 13:33:19 GMT

Hi, I have checked my VISA and my bank account. This is how the overcharges have come to my attention. On my Public Mobile account is shows only my regular subscription. However, both my Public account payments and my credit card confirm monthly overcharge of $30 for many months.

Re: Monthly Overcharges

NickyP — Tue, 13 May 2025 13:35:28 GMT

I have 36.7 points and have never touched them. Didn't even know they existed.

Re: Monthly Overcharges

NickyP — Tue, 13 May 2025 13:36:59 GMT

Unlike your account...I am being double charged. Every month...additional $30. Even though I barely use my data

Re: Monthly Overcharges

hTideGnow — Tue, 13 May 2025 13:48:08 GMT

hi @NickyP

where you see it double charged? on the credit card?

have you submitted a ticket with PM agent yet? It might be you activated 2 accounts by mistake

Re: Monthly Overcharges

BKNS27 — Tue, 13 May 2025 14:04:32 GMT

@NickyP

You can redeem every 15 points for $15 credit off your bill. Looks like you can get a $30 credit. Login to your account and go to the Rewards tab> Browse Catalogue then to the 15 points/$15 credit and redeem.

Re: Monthly Overcharges

NickyP — Tue, 13 May 2025 15:29:09 GMT

Yes...double charged on the credit card. But for the same account.

Re: Monthly Overcharges

Dunkman — Tue, 13 May 2025 16:18:25 GMT

@NickyP

By chance, did you have issues when you first activated your account? Sometimes, with some difficulties in activation initially, a "ghost" account is created and then customers are still being charged going forwards.

Anyways, if double charged, hopefully you already submitted a ticket for CSA help. If CSA has not contacted you, I will try to escalate your issue.