topic Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do? in Get Support

Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

ipro32 — Wed, 28 Jan 2026 14:36:39 GMT

Hi PM Community,

I signed up for PM services on Monday Jan 26.

I was initially billed for my first month on the computer.
I was then billed the same amount again on the app in order to activate the plan.

The app did not recognize I paid already on the computer. Both charges have posted already to my Credit Card so its 100% confirmed Public Mobile billed me twice during the initial signup process.

I sent an email to CS_Agent immediately on Monday to report it and today is already Wednesday; nobody from Public Mobile has replied to my messages.

I understand that they maybe busy - but this is unacceptable not to respond after 2 days!

PM has no phone support; therefore you would think their messaging support should be top notch. Nope.

Should I keep waiting for CS_Agent or just call Visa and dispute the duplicate charge?
How much longer can I keep waiting for CS_Agent to respond..........

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

hairbag1 — Wed, 28 Jan 2026 14:41:12 GMT

@ipro32

log in to your Public Mobile account to see if the extra $$ are sitting in Available Funds ready to be used for next renewal.

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

ipro32 — Wed, 28 Jan 2026 14:51:41 GMT

@hairbag1 I can confirm Available Funds is showing as $0.00

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

ipro32 — Wed, 28 Jan 2026 14:53:11 GMT

@hairbag1 The other strange thing under payments it only shows the 1 one invoice. There is no record of a double charge under payment history. Through my Visa I can clearly see the double charge.

If I can't see the double charge on PM side; would CS_Agent be able to see it??

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

hairbag1 — Wed, 28 Jan 2026 14:57:24 GMT

@ipro32 wrote:
@hairbag1 The other strange thing under payments it only shows the 1 one invoice. There is no record of a double charge under payment history. Through my Visa I can clearly see the double charge.
If I can't see the double charge on PM side; would CS_Agent be able to see it??

As you were double charged, I'm confident that Customer Support will make the adjustment to your account. As you know ...they're still swamped dealing with the recent promo debacle but they should be starting to catch up I'd think. Just message them again this morning to request credit to your account for the double tap.

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

ipro32 — Wed, 28 Jan 2026 15:04:33 GMT

@hairbag1 I have sent them another message 👍

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

softech — Wed, 28 Jan 2026 15:06:38 GMT

@ipro32

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

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

ipro32 — Wed, 28 Jan 2026 15:11:21 GMT

@softech Thank you!! 😊

Re: Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

CSA_PM — Wed, 28 Jan 2026 15:45:57 GMT

Hi

I sent you a private message to your created ticket.