topic Re: Double charged for many months in Get Support

Double charged for many months

necessary — Wed, 17 Sep 2025 01:46:56 GMT

Hello,

I have not verified my PM charges for several months, but now that I have - I see that I have been double charged as far back as early this year. To make matters most, I also manage 2 other accounts for family members (on same card), and they have also been double charged... So I'm out many hundreds of dollars this year alone.

How would I go about getting this resolved and getting a refund as expeditiously as possible?

Thank you

Re: Double charged for many months

softech — Tue, 16 Sep 2025 23:38:49 GMT

@necessary

Where you see the double payments? Were they on the credit card or were they on the Payment History on My Acocunt (https://myaccount.publicmobile.ca/en/account/payment/payment-history ) ?

If you see them on your credit card, check if one of the charges is just a pending charge while only one of them is the posted charge.

If they are on Payment history on My Account, please note that each renewal will show at least two transactions on payment history on My account. Only one entry shows actual PM charge, show how much PM charged your card and applied the amount to your Available Fund in My Account. The other entry, likely couple hours later on the same day, will be showing how PM uses the money from your Available fund in My Account for plan renewal. So, there are two lines showing on Payment history for each renewal but you only got charged once on your credit card

Post us a screenshot of you have any question.

If you are certain there are more than one posted charge (and not pending) on your credit card and you cannot find where the extra money went, engage support for further investigation:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Double charged for many months

Meow — Tue, 16 Sep 2025 23:43:03 GMT

Not likely for PM to double charge you.

Either somebody use your CC without your knowledge or you pay for somebody and you forgot about it.

Do you SEE that charge on your PM account or only on CC?

And how come you report this 'issue' 9 months after this allegedly start happening?

Re: Double charged for many months

necessary — Tue, 16 Sep 2025 23:42:39 GMT

They clearly appear on my credit card statement, these are not pending payments as I see them going back to January this year. I also see on my account billing showing up as a "base plan" charge and an "automatic top up" charge in the same amount. I'm on a 90day plan so these are large charges, easy to spot.
Like I mentioned, I "manage" 3 accounts and this seems to happen for all 3, going back many months.

Re: Double charged for many months

necessary — Tue, 16 Sep 2025 23:47:59 GMT

This is for 3 accounts, not billed monthly.

Re: Double charged for many months

necessary — Tue, 16 Sep 2025 23:52:43 GMT

Im opening a ticket ... but do I need to do this for every single double charge instance? Is there a way to fix this systematically?

Re: Double charged for many months

slusagm — Wed, 17 Sep 2025 00:11:54 GMT

I don't see duplicated charges

You have 3 accounts but look like PM only charged twice every month. For 3 accounts, shouldnt you see 3 charges every 30 days? PM does not have family account, so 3 accounts are seperated and charged in different entry

Re: Double charged for many months

necessary — Wed, 17 Sep 2025 00:08:11 GMT

That is correct. 2 of the accounts are on 90-day recurring payments and one is billed monthly. Thank you for the keen (calm) eye, I was a bit put off by the volume when I looked at it, I guess I should have inspected it more closely. My apologies.
Thanks everyone! Not for the strangely off-putting tone or the implied accusations of fraud, but specifically this last accurate observation. Have a great end of your day!