About overcharged subscription payment

[Mihyoung]

Hi, I have renewed my subscription, and the payment went through twice. The amount of 44.80 CAD was processed twice. 

[Mihyoung]

In my Public Mobile app, the Payment History shows only one $44.80 charge.

However, on my card statement, I was charged $44.80 twice for the same period.

The amounts and descriptions are identical, which makes it appear to be a duplicate charge, even though only one payment appears in my PM account.

Could you please investigate this and let me know if a refund or credit can be issued for the extra charge?

I can provide a screenshot of my bank statement if needed.

Thank you.

[slusagm]

it looks to me you have used Change Now option and made a plan change on the first date of your plan renewal.   That is what will happen if you use Change Now to make plan change.  You can check with PM and see if they can do anything.  But it has been 9 days since, probably too many days to ask for help.  ti would be better if you follow up this issue when you made the post on the 9th

to ask PM for help, 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 

[Mihyoung]

I have attached a screenshot of payment history. I dont think it has been processed as a credit.

[hTideGnow]

Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in) to login.  Check if you have extra $40 showing as Available Funds.  if it does, then the 2nd payment was charged but stayed as a credit, you can leave it that way and it will be used on next renewal

or you can also check Payment History page and confirm if 2 charges. But don't get mixed up, there will be 2 lines for a single transaction , one line showing Pm charges money and one showing how PM used the money.  if it charged you twice, it will show up with 4 lines

if you need PM agent to check or further assistance, please submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage