Being charged twice per month for one account

[TorontoMan]

Hi, I switched subscriptions on my one account back in November 2024 from ULCW Base Plan-50GB-5G to ULCW Base Plan-75GB-5G because of a deal offered by Public Mobile. I think it was a Black Friday deal offered. Since then, every single month, I have been charged twice each month always on the same day. Both automated credit card payments. One for $39.55 and one for $40.95.

However my account payment history only shows the one payment per month (Purchased $35 ULCW Base Plan-75GB-5G). This is crazy because I am being charged twice for one account simply because I switched subscriptions based on a deal Public Mobile offered.

Can someone from Public Mobile please help me.

[hairbag1]

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@TorontoMan wrote:

This was the reply from the Customer Service rep.

"I'm afraid we do not have a superior or anyone to transfer the ticket to. As my previous colleague explained and as I further explained with the screenshot provided, there are no extra charges to this account. Please contact your bank for further assistance as we can't know where the card was used."

I'm flabbergasted. This is unreal. Public Mobile is taking no accountability here to help out and rectify the issue.

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here's  something that could be your next move. The Commission for Complaints for Telecom-television Services (CCTS) is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services. If you have a complaint about your wireless telephone service, you must first try to resolve it directly with Public Mobile. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you free of charge.

https://www.ccts-cprst.ca/

[TorontoMan]

This was the reply from the Customer Service rep.

"I'm afraid we do not have a superior or anyone to transfer the ticket to. As my previous colleague explained and as I further explained with the screenshot provided, there are no extra charges to this account. Please contact your bank for further assistance as we can't know where the card was used."

I'm flabbergasted. This is unreal. Public Mobile is taking no accountability here to help out and rectify the issue.

[hairbag1]

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@TorontoMan wrote:

Just the one account. I live alone. My entire family is out west. They don't know what Public Mobile is. I "upgraded" my plan in mid to late November 2024 based on a deal Public Mobile was offering. I went through the normal steps of logging in, clicking change subscription, choosing the new subscription, and saying start the new subscription after the month ends. This is reflected in my payment history. You can see the subscription change from November to December.

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Then yes...message Customer Support to demand your issue be escalated to senior adviser.
@

[TorontoMan]

Just the one account. I live alone. My entire family is out west. They don't know what Public Mobile is. I "upgraded" my plan in mid to late November 2024 based on a deal Public Mobile was offering. I went through the normal steps of logging in, clicking change subscription, choosing the new subscription, and saying start the new subscription after the month ends. This is reflected in my payment history. You can see the subscription change from November to December.

[Chalupa_Batman]

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@TorontoMan wrote:

Thanks. I have contacted a Customer Service Agent but that agent is saying Public Mobile is not responsible and cannot find the other account. This is completely disheartening. I just want this situation rectified and my money back for those months where I've been (and continue to be) charged for two subscriptions. Surely there has to be a way to find out the source of these charges.

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I would message them back and have it escalated. If you contact your bank and have a payment reversed, that could affect your actual phone line and you'd be forced to use a voucher for a year. 

[hairbag1]

@TorontoMan 

it almost sounds like you have 2 separate accounts...does anyone else in your house have a Public Mobile account ? I suggest you log in to your account on a laptop (use incognito mode) and review your account and past payments to your particular account. Can you see when your new 75GB plan was successfully activated ? Do you see double payments since that date ?

[TorontoMan]

Yes I was indeed charged twice. I called my bank and they verified that since November 2024 I have been charged twice each month on the same day by Public Mobile.

[TorontoMan]

Thanks. I have contacted a Customer Service Agent but that agent is saying Public Mobile is not responsible and cannot find the other account. This is completely disheartening. I just want this situation rectified and my money back for those months where I've been (and continue to be) charged for two subscriptions. Surely there has to be a way to find out the source of these charges.

[hairbag1]

@TorontoMan 

crazy is right. Can you double check with your bank to see if you were actually charged X 2.

[Chalupa_Batman]

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@TorontoMan wrote:

Hi, I switched subscriptions on my one account back in November 2024 from ULCW Base Plan-50GB-5G to ULCW Base Plan-75GB-5G because of a deal offered by Public Mobile. I think it was a Black Friday deal offered. Since then, every single month, I have been charged twice each month always on the same day. Both automated credit card payments. One for $39.55 and one for $40.95.

However my account payment history only shows the one payment per month (Purchased $35 ULCW Base Plan-75GB-5G). This is crazy because I am being charged twice for one account simply because I switched subscriptions based on a deal Public Mobile offered.

Can someone from Public Mobile please help me.

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Hello @TorontoMan 

Please contact a CS Agent via these links. P.S. GO LEAFS GO!!

Please use the chatbot to open a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you receive an error message that you are unable to open a ticket, send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage