topic Re: Charged 2x on upgrade in Get Support

Charged 2x on upgrade

Chelan — Tue, 31 Mar 2026 21:14:08 GMT

I just upgraded my account from the $19 1G to $24. 8G plan and paid the $24 charge. I then noticed the $26 20G offer popped up so upgraded to that plan ($29.12 with tax).
I was charged to full $29.12 on top of the $24. The expiry date still expires April 30. How can I get this corrected?
thanks.

Re: Charged 2x on upgrade

Dunkman — Tue, 31 Mar 2026 14:24:24 GMT

@Chelan

Ideally, you should have changed your plan at next renewal date (not immediately). PM does not pro-rate plans and usually does not offer refunds.

However, you can try to contact customer service agent to see whether they can credit your account. YMMV.

Send a ticket via the chatbot to customer service agent (CSA) via link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Charged 2x on upgrade

Chelan — Tue, 31 Mar 2026 15:56:44 GMT

@Dunkman

Thank you. I tried the chat bot which did explain this. I have sent a ticket explaining my situation.
I had to renew asap as the data was 100% used up. This plan is for my sister in a care home so I did not want to leave her with no access. As their wifi does not work in her room, I’ve changed her to cellular only so am closely watching how much she uses. I thought as the 2nd offer didn’t pop up til after I’d paid the 1st upgrade, I had to do it right away. Lesson learned I guess. Hopefully they may consider refunding one.
appreciate your response. Thank you.