topic Re: Card Charged twice in Get Support

Card Charged twice

Oliveriam — Tue, 04 Jan 2022 10:07:25 GMT

My credit card expired before my account auto renewed. So my account was suspended until I topped up.

After I added the new credit card, I made a one time payment of the amount due ($120). Upon inspection my card was charged twice but different amounts($135.60 and $115.26) within the span of 2 minutes.

I have not enrolled this new card in autopay yet, however it charged my card with the autopay amount.

Please advise.

Re: Card Charged twice

esjliv — Wed, 24 Nov 2021 03:32:50 GMT

@Oliveriam

The higher amount was the expected amount with taxes, correct?

Credit card company's Pending and Authorized charges sometimes can be different. So, once the payment becomes Authorized , the extra charge may fall away. Keep an eye on it.

If both become Authorized, then inquire with CSA be clicking the bottom right chat button to submit a ticket.

Curious, did you select payment due or manually select to topup by 120?

EDIT, OK, so you said you did not change to your new card on your self serve account?

Is it just a new expiry that changed? If so this could explain why you see the charges..and one is likely going to go away. Let's hope.

Re: Card Charged twice

softech — Wed, 24 Nov 2021 03:32:37 GMT

@Oliveriam If you logon to My Account, do you see $120 sitting there as available Fund?

Also, the new card has the same number but just a different expiry date? Either way I think Autopay does not need to re-enroll with new card as long as a valid card is on file

For this issue, I think you have the reason to ask Pm for a refund, simply open a ticket with PM Support:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Card Charged twice

Anonymous — Wed, 24 Nov 2021 03:36:15 GMT

@Oliveriam : I'm leaning towards waiting on pending as well. For an autopay failure your balance would have had your rewards already. So the amount to pay will have been the $102. And yes look for the $120 in Available Funds. Maybe. If you're not tight on funds then you could just leave it there for your next renewal.

Re: Card Charged twice

t_p — Wed, 24 Nov 2021 11:17:43 GMT

@Oliveriam wrote:
My credit card expired before my account auto renewed. So my account was suspended until I topped up.

After I added the new credit card, I made a one time payment of the amount due ($120). Upon inspection my card was charged twice but different amounts($135.60 and $115.26) within the span of 2 minutes.
I have not enrolled this new card in autopay yet, however it charged my card with the autopay amount.

Please advise.

@Oliveriam

Have you checked your PM account Transaction history? Do you see what correspond to the 2 charges on your credit card? Better yet, post a screenshot if you can.

If you see what amounts to only one charge on cc and no extra money shows up in your Available funds, definitely contact CS to ask for credit of the extra charge:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue [Payment] > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.