topic Re: Charged twice! in Get Support

Charged twice!

Stephanie31 — Thu, 29 Jan 2026 15:53:25 GMT

Looks like I got charged twice this month for my plan. Who do I contact, How do I get my money back? How do I make sure Im not going to be double charged going forward?

Re: Charged twice!

slusagm — Thu, 29 Jan 2026 15:54:43 GMT

you sure not a pending charge on credit card?

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Charged twice!

softech — Thu, 29 Jan 2026 15:55:59 GMT

@Stephanie31

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: Charged twice!

Stephanie31 — Thu, 29 Jan 2026 15:56:02 GMT

Not pending, this was from jan 5, when I opened my account w public mobile. And I was going through my cc statement today.

Re: Charged twice!

BKNS27 — Thu, 29 Jan 2026 16:55:57 GMT

@Stephanie31

Please note that any overcharge will remain in your account as credit to pay for next month’s bill.