Billing problem

[ChamaLama]

I have issues with my bill. On top of the 26.44$ I pay every month for my minor daughter's subscription, Public Mobile has been charging my credit card lately 17.25$ every now and then. This is not normal.

Thanks.

[RavingRaven]

@ChamaLama 

Sounds like @hTideGnow has correctly identified the extra charges on your minor daughter's account. If this is true you can contact customer support and request a credit for the charges since a minor cannot be an authorized user on the account as per the WCC (Wireless Code of Canada).

Be polite but adamant with the agent if there is pushback and ask for escalation of your support request if it's refused outright. It will be honoured farther up the chain to avoid a formal complaint. The solution for any future add on data offers will be the suspension of text offers on the account. This will also prevent any Public Mobile marketing promotions being sent via text as well but most new plan offers usually make it into the account eventually so there isn't much to lose in that regard.

How you deal with your daughter learning about account management finances is completely up to you?

Customer support can be contacted via the chat bubble at the bottom right corner of your screen or by submitting a detailed private message by clicking on the link in @hTideGnow 's post.

Edit: in bold

[hTideGnow]

hi @ChamaLama 

the $17.25 is a $15 + tax charge, check Payment history on My Account to see if there is any addon purchase of that amount

or maybe you still have a $15 plan linked to the credit card?

if you are sure there should not be such charges, ask PM support. submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage    

[Sansan]

Hi,

Your correct,  that is not normal if you have only one plan. So check to make sure that your child is not accepting and purchasing extra data when the plan data runs out.

If a plan runs out of data,  Public Mobile will send SMS to the phone offering extra data add-on at a fee. It's as simply as replying yes and then the credit card will be charged. So you would need to check with her. You would be surprised how many times this has happened to others.

If she says no she has not, then you can contact PM to review.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html