topic Re: customer support agent? in Get Support

Re: customer support agent?

Aurora81 — Wed, 10 Sep 2025 19:07:13 GMT

Hello I just signed up for a public mobile not that long ago and I realized that I've been charged twice on the 3rd of this month which is when I activated my account for $47 I really need that to be refunded I'm not sure how I can upload images or any sensitive information here but I look forward to hearing from you soon as possible

Re: customer support agent?

hTideGnow — Wed, 10 Sep 2025 17:52:48 GMT

hi @Aurora81

where you see it charged twice? or credit card? you sure one of them not a pending charge?

if you need PM to help and check,  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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: customer support agent?

ORNGNBLK — Wed, 10 Sep 2025 18:50:47 GMT

@Aurora81 further to @hTideGnow 's reply. Some customers see the payment in app or online and think its a double charge when in fact, one line shows "automatic top up" which is taking money from your method of payment, and then a line for the purchase where the system is paying for / satisfying your subscription from the topped up amount. See below for an example of 2 cycles, where it appears there are 2 charges, but its only 1 top up for $19 from my CC and then a purchase of the subscription from that top up value.