topic Re: Double Charge in Get Support

Double Charge

Dongguang — Wed, 03 Sep 2025 03:27:38 GMT

For the past few years, I've been on a plan where I've been charged $126 every three months, for 4G of data a month. Despite the fact that my bank's online records show that I paid the $126 charge on July 5, my service was cut off on August 24th and I recieved a notice that Public Mobile hadn't recieved my payment.

I paid the $126 charge again to restore my service. A couple of minutes later, I paid $32.50 to switch to another plan, but the initial (double) charge of $126 still persisted.

A similar situation happened to my mother and she was able to get an $180 reimbursement, I was wondering if the same would be possible in this situation?

Re: Double Charge

softech — Wed, 03 Sep 2025 03:41:52 GMT

@Dongguang you have probably used Change Now instead of Change on Renewal to make an immediate plan change and hence you gat charged $32.50 and started the new 30 days plan

And you paid $126 again 1.5 months into your 90 days cycle? If the cycle is not ended, you usually cannot renew the account like that. I suspect you just loaded $126 into your account as a credit and then you used part of that credit for an immediate plan change. check your My Account and see if you have some money showing as Available Funds.

Also, check your Payment History on My Account and see if it makes sense. You can also post the screenshot of last couple transactions for us to try to explain (but remember not to post any personal info)

Re: Double Charge

Dongguang — Wed, 03 Sep 2025 19:15:45 GMT

I appreciate the insight. I cannot find anything about surplus funds on my account page (see first screenshot). The second screenshot contains the relevant payments. I believe the first payment in August shows me having to purchase the 4G plan again, despite the fact that I paid in July.

Re: Double Charge

computergeek541 — Fri, 05 Sep 2025 00:07:42 GMT

Re: Double Charge

softech — Fri, 05 Sep 2025 01:15:01 GMT

@Dongguang I am not 100% sure if you actually paid the $120+ on August 24th or why the system allows you to do so at all

I have escalated your ticket on behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is a bit late tonight, they might not reply you until tomorrow morning)

Re: Double Charge

Dongguang — Mon, 08 Sep 2025 19:49:49 GMT

I appreciate it, thank you!