Billed multiple times trying to set up account

[TStern]

Charged 6 times for the monthly fee with account never getting set up properly.

My wife was charged $42 five times while trying to set up an account for our kid. I tried once on my card and was charged once for $42 as well? No idea how we are supposed to get our money back- It never did work to get the account set up. 

I had previously set up an account for our other boy and it worked perfectly with no complaints. But we are collectively out $252 and had to set up our other kids account through another provider. 

[darlicious]

@TStern 

You just have to give the CSA the account details that you used for the activation. They can trace the extra charges by the account. They show on the back end.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[TStern]

she used a different card the times she was charged but I used the same one that I used to set up the first account for our other kid. We returned the SIM card because we couldn't get it to work and didn't want to rack up more charges trying to figure it out.

[TStern]

They are not showing in available funds and they are charged to the card not as pending payments.

[JL9]

Hopefully they will do the right thing under the circumstances. It seems they have in the past and it would be pretty obvious there is some issue here if there are 5 different plan charges all at once.

[dust2dust]

But not the card attached to the working account here. That could get messy.

[darlicious]

@TStern 

Did the retailer take a return on the sim card? The first time your card got charged you activated an account as evidenced by your card being charged. What didn't happen was the sim card provisioning to the account. Whether it was a defective SIM card or a very glitchy activation portal that day you do have an account. You can give the activation details to the CSA to locate the account quicker and arrange for your refund.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[Spudster]

@TStern 

If PM staff are in any way uncooperative or put you though hoops, definitely contact the payment card provider to dispute the charges and have them do a chargeback for the ones that did not result in successful activation.  (like @dust2dust posted earlier...)

[TStern]

It just wouldn't go through. I sent a message through that link you sent. thank you. 

[TStern]

I sent an email through the link that someone provided below- thank you for the help.

[Spudster]

OK @TStern 

Then the charges have definitely posted on your payment card.

You will want to contact the Customer Support agents as outlined above and have them credit you back the overages if they do not display on the account's Available Funds here under the account's self-serve landing page:

EDIT:

Customer Support Agents can help.  There are 2 ways to reach them:

1. Create a support ticket by clicking  here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request.  Then click  Click here to submit a ticket , or,
2. Send a private message to them by clicking here  

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.

[TStern]

I returned that SIM card and she was frustrated so signed his up with another provider- the one I set up for the other kid seems to be working fine. Her card was a different one- the time I tried it I used the same card that worked to set up my other kids account. 

[TStern]

The transactions all happened on the 12th and 13th and still show up on the statements and don't show on account because it never did let us finish setting up that one- I only have the one account set up for my one kid and that worked fine but this one has been an issue.

[dust2dust]

Wow. The one account that worked perfectly, did it use the same credit card? If any of these charges were on a different credit card that doesn't have any business with Public or Koodo then I would do a chargeback.

That's terrible. This flaky system causes the loss of an account.

It's also possible that the sim is working. Put the sim in a phone and see if works. But it might not be too.

[softech]

@TStern   Did you get Error 821?  Were you trying to port your number into PM?  If that is the case, like you have entered the IMEI number but the system was looking for Account number of your current provider.

But no worry, just open a ticket with PM support and they will refund you the overcharged as well as sort out the activation/porting issue.  Just   Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

[Spudster]

@TStern 

One of a couple things may be happening:

1. the 'extra' payments are resting in available funds, which can be used for future services/renewals
2. the 'extra' payments may be resting in your credit card's pending/unauthorized charges section and in a few days they may disappear

[JK8 · Accepted solution]

@TStern 

Contact a CS Ahent for assistance.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.