Cancelled Account Still Being Billed

[mwalmsley_90]

We had a student living with us and they are now out of the country and we no longer have the SIM card. We had gone through and cancelled their account (or thought we had) in June when they left but then we checked our account and we have been charged. I've been trying to access the customer service options and nothing has worked. Please assist with cancelling this account.  

[softech]

@mwalmsley_90 

how did you "cancel" the account, did you turn off Pre-Authorized payments (now showing as "Subscribed" toggle)

open ticket with PM support and ask them to confirm if you did turn off automatic payment:

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

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

[hTideGnow]

HI @mwalmsley_90 

did you turn off Autopay?

if you have any friend in Canada now, ask them to call your phone and see if it got sent to Voicemail

You can also submit a ticket for PM agent to either refund you the money (if you did everything correctly) or help to turn off Autopay , or remove credit card from the account

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

[dust2dust]

This new system is the fault. We've seen a few these where accounts were suspended and then the new system reactivated them. Terrible. I suggest doing a chargeback for the unauthorized charge.

Or contact support.

Or call 1-855-4pu-blic and enter that number and get the next renewal date and then pause your card from the evening before to mid-day of that day. Then that'll do it.

[hairbag1]

@mwalmsley_90 

top of this page click Get Help to start process of CSA assistance....https://widget.telus.tiia.ai/libs/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&lang=en&toggle=fals...