Billed Twice

[Kaz]

I am a new customer, just set up my plan last month. I set up an automatic payment and a few days ago my account was debited twice for my plan amount. We had a bit of trouble getting the account set up and I am concerned that I may have registered twice, and will now be debited twice every month. How do I go about addressing this?

[mikalexia]

Possibly wait a little bit to see if a second bill or proof of payment appears in your PM account or your bank account. No matter the result of waiting, I'd say contact customer support to see if they can confirm this for you by looking into your account? It could be pending, but worst case scenario, get help directly from the PM team I guess

[darlicious]

@Kaz 

From your choice of solution I'm assuming you did indeed create two accounts....using one sim card and one email? Just curious to know what other weirdness can happen at pm for future reference.

If so its another one for the strange but true file at pm.....

[TheGx · Accepted solution]

@Kaz :If you did create two separate accounts with separate emails, log into both account through self serve just to make sure both account are indeed created, then contact the Moderator Team.

If you don't have two accounts don't worry too much.

If you do have two accounts, explain it to Moderator Team and hopefully they refund you.

[HALIMACS]

@Kaz 

Could it be possibly showing under "pending" transactions and not yet posted to the card transactions?

Also, check your payment history under self-serve to see if they're displaying there.   It's possible one payment went towards your plan payment, and the other may be in Available Funds, which means it's a credit toward future services.   If it's there, would recommend leaving it there to apply toward your next renewal.

[TheGx]

@Kaz :First login to your self serve portal and go to billing history to verify what that account billing you for, then check your account balance to see if your balance matches what your billing history shows you should have. If there nothing wrong just wait till next month and check again make sure billing and account balance is fine.

If there is billing issue like you bring charged twice you have to contact Moderator Team by clicking the white bubble at bottom right or click envelope button in top right.