topic Re: Customer service in Get Support

Customer service

Rico0323 — Wed, 21 May 2025 14:12:36 GMT

Whybdis i get billed twice? And why is it hard to get a cuatomer service??!??!!??!

Re: Customer service

Dunkman — Wed, 21 May 2025 14:21:37 GMT

@Rico0323

Do you see double billing on your credit card statement? For the same amount?

Do you see extra available funds in your account?

Re: Customer service

Phil_Adelphus — Wed, 21 May 2025 14:21:52 GMT

@Rico0323 Ordinarily to contact customer service you would open a service ticket at the chat icon bottom right of this page.

Re: Customer service

Rico0323 — Wed, 21 May 2025 14:22:56 GMT

Yws doble billing same amount. And cant even contact customer service

Re: Customer service

Dunkman — Wed, 21 May 2025 14:26:42 GMT

@Rico0323

@Rico0323 wrote:
Yws doble billing same amount. And cant even contact customer service

In your payment history page in self service account, do you see the extra double charge also? Any recent plan changes?

Re: Customer service

Rico0323 — Wed, 21 May 2025 14:29:08 GMT

I pressed once and said cannot be processed when i pressed again is says payment successful when i checked my bank i got billed twice. Are u customer service?

Re: Customer service

Dunkman — Wed, 21 May 2025 14:35:36 GMT

@Rico0323 wrote:
I pressed once and said cannot be processed when i pressed again is says payment successful when i checked my bank i got billed twice. Are u customer service?

@Rico0323

I am not customer service (ie. PM employee). I am a more experienced customer like yourself. Offering advice.

Then do you see the extra available funds in your account? That will be used for next payment cycle.

You could ask for a refund, but that takes several weeks to process. Just easier to leave in your account for next cycle.

Re: Customer service

Rico0323 — Wed, 21 May 2025 14:34:29 GMT

No available funds

Re: Customer service

Dunkman — Wed, 21 May 2025 14:39:26 GMT

@Rico0323 wrote:
No available funds

@Rico0323

Is it possible that one of the charges is pending?

If both finalized charges, then you will need to contact customer service agent. I will escalate your situation to customer service agent. They will contact you directly within next 30 minutes.

Re: Customer service

hairbag1 — Wed, 21 May 2025 14:42:59 GMT

@Rico0323

using the mobile app, log in to your account > Payment...if you've paid x 2, you will see the extra payment in Available Funds.

Re: Customer service

CSA_PM — Wed, 21 May 2025 14:47:26 GMT

Hello @ Rico0323,

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.