Billed Twice and CS_Agent has not Responded in 2 Days - What do I do?

[ipro32]

Hi PM Community,

I signed up for PM services on Monday Jan 26.

• I was initially billed for my first month on the computer.
• I was then billed the same amount again on the app in order to activate the plan.

The app did not recognize I paid already on the computer. Both charges have posted already to my Credit Card so its 100% confirmed Public Mobile billed me twice during the initial signup process.

I sent an email to CS_Agent immediately on Monday to report it and today is already Wednesday; nobody from Public Mobile has replied to my messages.

I understand that they maybe busy - but this is unacceptable not to respond after 2 days!

PM has no phone support; therefore you would think their messaging support should be top notch. Nope.

• Should I keep waiting for CS_Agent or just call Visa and dispute the duplicate charge?
• How much longer can I keep waiting for CS_Agent to respond..........

[CSA_PM]

Hi

I sent you a private message to your created ticket.

[ipro32]

@softech  Thank you!! 😊

[softech · Accepted solution]

@ipro32 

I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[ipro32]

@hairbag1  I have sent them another message 👍

[hairbag1]

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@ipro32 wrote:

@hairbag1  The other strange thing under payments it only shows the 1 one invoice. There is no record of a double charge under payment history. Through my Visa I can clearly see the double charge.

• If I can't see the double charge on PM side; would CS_Agent be able to see it??

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As you were double charged, I'm confident that Customer Support will make the adjustment to your account. As you know ...they're still swamped dealing with the recent promo debacle but they should be starting to catch up I'd think. Just message them again this morning to request credit to your account for the double tap. 

[ipro32]

@hairbag1  The other strange thing under payments it only shows the 1 one invoice. There is no record of a double charge under payment history. Through my Visa I can clearly see the double charge.

• If I can't see the double charge on PM side; would CS_Agent be able to see it??

[ipro32]

@hairbag1  I can confirm Available Funds is showing as $0.00

[hairbag1]

@ipro32 

log in to your Public Mobile account to see if the extra $$ are sitting in Available Funds ready to be used for next renewal.