topic Re: Double Payment taken by Public Mobile in Get Support

Double Payment taken by Public Mobile

Tinselman — Tue, 24 Jun 2025 18:20:47 GMT

Am trying to submit ticket regarding Public Mobile taken a double payment. Have had no luck with Chatbot. Anyone out there offer any help in sending a support ticket regarding refund.

Re: Double Payment taken by Public Mobile

Chalupa_Batman — Tue, 24 Jun 2025 18:23:18 GMT

@Tinselman wrote:
Am trying to submit ticket regarding Public Mobile taken a double payment. Have had no luck with Chatbot. Anyone out there offer any help in sending a support ticket regarding refund.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

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.

Re: Double Payment taken by Public Mobile

Sansan — Tue, 24 Jun 2025 18:25:00 GMT

@Tinselman it's very difficult to get a refund. How were you double charged? If indeed you were double charged, they will usually credit back your account. That credit would remain on your account to use towards your next payment.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Should work for you.

Re: Double Payment taken by Public Mobile

Tinselman — Tue, 24 Jun 2025 18:26:09 GMT

It looks like they put the payment through twice when my account was set up.

Re: Double Payment taken by Public Mobile

slusagm — Tue, 24 Jun 2025 18:26:14 GMT

confirm if it is just a pending charge on the credit card

and remember, if you see 2 lines on PM's payment history, that is normal, that does not mean they charged twice. Every renewal will see 2 lines there

but if you need PM to help and you cannot open Chatbot ticket, you can also message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Double Payment taken by Public Mobile

hTideGnow — Tue, 24 Jun 2025 18:28:04 GMT

hi @Tinselman

you really have to sort this out with PM support agent, it is possible 2 accounts were created and you need them to cancel one of the two or both account will keep renewing monthly

It is better to open ticket with PM support. But if you were circling around and cannot open ticket, you can submit ticket by direct message instead, use this link:
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: Double Payment taken by Public Mobile

Sansan — Tue, 24 Jun 2025 18:29:31 GMT

When did you set up your account? Where are you seeing the charges?

Please note that charges don't post untill up to 5 days so your probably looking at pending charges. In that case, this is normal and 1 will drop after a few days and only 1 will post to your card.

Re: Double Payment taken by Public Mobile

Tinselman — Tue, 24 Jun 2025 18:30:14 GMT

I find with the overpayment being put on my account as a credit towards next bill but I can't see the double payment on my account. It only shows up on my credit card statement.

Re: Double Payment taken by Public Mobile

Sansan — Tue, 24 Jun 2025 18:34:18 GMT

So if you have a printed statement from a few days ago and you see 2 charges for same amount then contact agent to review your account so that they can sort out for you.

Contact them click link below.

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

Good luck.

Re: Double Payment taken by Public Mobile

Tinselman — Tue, 24 Jun 2025 18:34:51 GMT

I've tried this link but didn't get any where with the issue. Kept telling me to sign into my account, which I already was, and get the following info:

And none of it worked but only brought me back to the ITIA Chatbot.

Re: Double Payment taken by Public Mobile

Sansan — Tue, 24 Jun 2025 18:39:44 GMT

Looks like your account might not be connect properly to Eversafe ID. Just have agent look into that also.

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

Re: Double Payment taken by Public Mobile

slusagm — Tue, 24 Jun 2025 19:01:40 GMT

you don't have to use Chatbot if you cannot get to open ticket, multiple of us provided you with the direct message link:

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