Charged 2 times

[Lou1]

How will I get refund if I can’t talk to anyone!

[HALIMACS]

@Lou1 

That's right, there's no direct (telephone) customer service here.   Hasn't been for .... well, a very long time.

But here's how you reach someone, if you need to: (see below), but first, check your self-serve account to confirm if BOTH payments were in fact taken by Public Mobile.  Check under your PAYMENT tab for these details.

You may see one payment, then another in available funds, which is being banked for future use.  If so, leave it there for next renewal - much easier than going through refund processes which may take longer.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[esjliv]

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@Lou1 wrote:

I had to change it to debit card , it didn’t take my credit card , and it’s charged my account 2 times, no customer services 

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@Lou1 Customer service is done all through the Public Mobile messaging (either through SIMon bot or private message). 

Do you see the balance in your Available Funds? If so, just leave it there and it will be used on future renewals, otherwise as stated above submit a ticket to Public Mobile CSA by methods provided.

[Yummy · Accepted solution]

Contact agent. If you see extra funds on your PM account it is easier to leave them there to be used for next renewal.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[Lou1]

I had to change it to debit card , it didn’t take my credit card , and it’s charged my account 2 times, no customer services 

[Handy1]

@Lou1 @ can’t talk to anyone but get support online to get your refund 

Getting help from agent

• 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                       

Or get help right here in the community

• 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

[esjliv]

@Lou1 

Credit cards companies can show both Pending and Authorized/Approved charges. Sometimes there are multiple Pending charges showing during activations or renewals, but when the payment gets authorized, the incorrect amounts will fall away, then the real one will stay.

If these end up being Authorized/Approved charges and the extra funds are not showing in your Available funds area, then contact Public Mobile Customer Support Representatives (CSA).

There are 2 ways to reach CSA, found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent