topic Phone bill in Get Support

Phone bill

Jmac-01221990 — Sat, 03 Jan 2026 05:33:38 GMT

I was charged twice for my subscription this month January 2026. This is the first time.

Re: Phone bill

hairbag1 — Sat, 03 Jan 2026 05:36:59 GMT

@Jmac-01221990

double check with your payment card issuer to see if you were charged X 2. If you were. message Customer Support to request credit to your account for the 2nd payment. Click the orange bubble on lower right side of page to start the process.

Phone bill

Jmac-01221990 — Sat, 03 Jan 2026 05:43:28 GMT

So I have photos of the two payments coming out of my account! I was mistaken the second payment came out today January 2nd! I have online banking so I was able to take pictures.

Re: Phone bill

softech — Sat, 03 Jan 2026 05:44:37 GMT

@Jmac-01221990

Where you see the double billing? 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.

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: Phone bill

Jmac-01221990 — Sat, 03 Jan 2026 05:45:13 GMT

I'm for sure I have online banking so I have proof

Re: Phone bill

hairbag1 — Sat, 03 Jan 2026 06:18:40 GMT

@Jmac-01221990 wrote:
I'm for sure I have online banking so I have proof

just start working with Customer Support and if they did take out too much $$, request credit to your account be applied so that next time your plan renewal occurs, that credit will go toward renewal.