Being charged for an eSim when purchasing a new phone

[LucasGareri]

I tried to submit a ticket but it wouldn't let me so I thought I'd try to get some answers here... My understanding is that if you purchase a new phone as an existing customer and transfer your eSim from one phone to the new phone and you've had the eSim for more that 15 days then you shouldn't be charged for the new eSim. Both my wife and I purchased new phones in August and we were both charged the $5. I assumed this would be refunded in the next Bill.

Am I reading the website incorrectly? Or do we just have to purchase new eSims every time we change phones?

[Dunkman]

@LucasGareri 

You are correct.  If you already purchased an eSIM before, then purchasing another eSIM on the same account should be free.  You and your wife will need to contact CSA to get a credit.  

If you can't submit a ticket, then you will need to private message CS_Agent:

Send a private message to CSA through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

P.S. I will move your post to the Get Support Section.