Auto-pay not acknowledged, charged twice.

[sk91ca]

Hello,

My dad’s PM account has autopay set up, however, his phone number stopped working at the start of new cycle. I logged into his account and it mentioned that he did not pay his bill despite autopay working flawlessly until now. I made the payment using the same credit card that is stored on his account and his phone number immediately worked again. However, the problem now is that he was billed twice according to the credit card teller: once for autopay and once for manual payment. Could we get someone to help us get credit for the double charge? Thank you. The PM account associated to this community account is not the one that is being discussed. If you need info on his PM account, please let me know.

Thank you,

Simon

[mpcdesign]

@sk91ca, When I first joined Public Mobile about a year ago, I set up my account to autopay. After 90 days, I get a text that autopay has gone through. The next day, my phone stopped working. I found the autopay a bit glitchy especially if you live in a condo or have a unit number in the building because Public Mobile credit card payment asks if you enter a unit number in the dialog box. If you do, in the end, the payment won't go through. Hence, one would need to enter your unit number like a mailing address, 123-456 Anywhere Street, and it should be okay.

Another thing is to look at your Available Funds in your account. It may be that the extra funds went to that, and the remaining balance will be used in the next payment. Double check your Payment History. 

But, you could also confirm with a Community Moderator Team here.  Although, at this time they are closed for the day, but can be reached from Monday to Friday 9am (EDT) to 9pm (EDT) and Friday, Saturday, and Sunday from 9am (EDT) to 7:30pm (EDT).

[LEGO]

You will need to send a private message to a Moderator_Team, they will help to resolve your problem!
Here is the link: click here
In your message, please provide your name, Public Mobile account number or phone number, and PIN.
Good luck!

Contact Support hours of operation:
Monday - Friday 9AM (EDT) - 9PM (EDT) Saturday - Sunday 9AM (EDT) - 7:30PM (EDT)

[NDesai]

Sorry to hear that you were double charged.

Is there any Available Balance remaining on the self-serve account? The payment cannot just dissapear and so i think it might be sitting in your account. If not, you will need to send a private message to the Moderator_Team with the account info so they can take a look.

More info on contacting mods:

Spoiler

How can I view my private messages between myself and a Community Moderator?

• Follow the directions in this post: http://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/...

If I do need Moderator assistance, what information should I provide?

• Once the Community Moderator has responded to your private message, they will provide you with a secure link so they can authenticate your account information

• In order to validate your account information, you will be asked for 1) Your account number and 2) Your PIN number

What are the Contact Support’s hours of operation?
Monday - Friday 9AM (EDT) - 9PM (EDT) Saturday - Sunday 9AM (EDT) - 7:00PM (EDT)