topic Re: Response from an agent in Get Support

Response from an agent

Takshing — Fri, 31 Jul 2026 22:46:00 GMT

How long does it typically take for an agent to answer a private message? Been waiting two days now.

Re: Response from an agent

hTideGnow — Fri, 31 Jul 2026 22:52:20 GMT

hi @Takshing usually within 2 hours

if waited longer than 2 hours, message them again

Re: Response from an agent

Dunkman — Fri, 31 Jul 2026 23:01:46 GMT

@Takshing

Sometimes you may get a faster response by submit a ticket than directly private messaging CS_Agent. Ticketing system prioritize some issues faster to CSA.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

Re: Response from an agent

Yummy — Fri, 31 Jul 2026 23:04:18 GMT

Usually it is within 30min - 2h.

But if it not a ticket message might be lost and not answered at all.

Re: Response from an agent

Takshing — Sat, 01 Aug 2026 01:29:12 GMT

I did actually submitted a ticket, twice now.

Re: Response from an agent

hTideGnow — Sat, 01 Aug 2026 01:33:40 GMT

hi @Takshing

it's late now, I don't think they will reply more ticket tonight

try again tomorrow morning

But what question is that? share here and Community can try to help

Re: Response from an agent

Takshing — Sat, 01 Aug 2026 17:45:44 GMT

Does anyone know who “they” are? The agents? I’ve sent three tickets now. Trying again today. Getting frustrated. Is the correct contact CS_Agent? My issue is being overcharged. Thank you

Re: Response from an agent

hTideGnow — Sat, 01 Aug 2026 17:56:09 GMT

@Takshing wrote:
Does anyone know who “they” are? The agents? I’ve sent three tickets now. Trying again today. Getting frustrated. Is the correct contact CS_Agent? My issue is being overcharged. Thank you

hi @Takshing

"they" are Public Mobile support agent. Did you message them once more today?

if just overcharged, it's not a pressing issue. No worry, you will get the money back

but where you see the "double charges"? on the credit card statement? maybe it is a pending charge?

or if you see the 'double" charges just on My Account's Payment history, then it is not really a double charges. PM posts 2 lines for each payment, so, you see 2 lines there, but just one charge