Billed twice in October

[JONMILLS]

Hi, I have had a valid credit card on file with public mobile and they have always billed me without any issues and I have been with them for years.

Then this month on October on the 10th, something strange happened.

When they went to bill me for another month, for some reason on their end they couldn't do it, so they auto texted me a message saying payment didn't go through (then they cut things off) I couldn't phone, internet or such.

I logged into my account on public mobile and it said i had to pay. I checked my card on file and it was fine.

First I phoned my credit card company to see if public mobile had charged me that day (but on my credit card it hadn't showed as it was the same day) so I assumed that it was a glitch on Public Mobiles end.

So i went ahead and manually paid in my account to get my account back online again.

Okay, cut forward to today about to pay my credit card bill and I noticed I was charged TWICE on October 10 $38.42 (once in the morning automatically) then (later in the day when I manually put it through)

How do i get back that first amount? 

UPDATE AND RESOLVED: CS_agent have resolved it after i showed them screenshots of my credit card statement. They have now added the funds i double paid to my account so that next month i won't be billed.  Let's hope to God that their system doesn't go haywire like it did this October. 

Thanks all for replying.

[JONMILLS]

Im speaking with cs agent now and showing screenshots of my credit card company statement so they can see as on my end in my pb account under payments it only shows 1 but they have charged 2.

[will13am]

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@JONMILLS wrote:

Thats the weird part there is only 1 payment history in october yet on my card there is 2

But then again their system messed up on October the 10th and thought it hadnt received money from my credit card but reality is, it did. So they have logged under payments 1 amount from me later in the day when i manually paid and only that. So they are going to dispute that they never billed me twice but they did i have record of it on my credit card and spoke to them this morning ( credit company)

Card company has said if they dont give you the money back contact us and we will dispute it.

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Are both transactions completed or is one pending?  It should be easy to dispute a transaction against the payment history.  It might be easier to ask support to fix things on this end as payment disputes can take time to resolve.

[JONMILLS]

Thats the weird part there is only 1 payment history in october yet on my card there is 2

But then again their system messed up on October the 10th and thought it hadnt received money from my credit card but reality is, it did. So they have logged under payments 1 amount from me later in the day when i manually paid and only that. So they are going to dispute that they never billed me twice but they did i have record of it on my credit card and spoke to them this morning ( credit company)

Card company has said if they dont give you the money back contact us and we will dispute it.

[JONMILLS]

No there are no funds  i have had to pm them

[slusagm · Accepted solution]

do you see any extra money showing on Available funds? If it is there, you don't have to do anything, leave it there and PM will use the money for renewal  next time 

if you need to clarify, ask PM

Just open ticket with PM using the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen       

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[will13am]

@JONMILLS , when you check the payment history are you seeing multiple payments there?  If so, it should be easy to ask support to rectify the problem.  

[Handy1]

@JONMILLS  And the extra $ not sitting in your available funds ? If not contact support to look into it for you 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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