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Charged Twice For This Month

Great Neighbour / Super Voisin

Hello, in the process of switching plans it seems I was both charged for my old plan, as well as the new one (for the same time period). Requesting a refund of account credit towards next month. Thanks!


Mayor / Maire



It's very important to switch plans upon the NEXT RENEWAL when changing plans.  If one processes an immediate plan change, you forfeit the balance of the plan remaining from your current plan PLUS lose any renewal rewards on the immediate plan change.  They will not apply until the next regular plan renewal.


See the article Change your Plan (


If you changed it 'in error' as opposed to the next cycle, you may get some leniency from Support Staff, who may be willing to place an amount equivalent to the remaining amount on your available funds.


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.


Mayor / Maire

@BrendonTO hi did you hit the renew/change plan early option ? if so you will be charged for your old plan plus your new one if that is not the case a screenshot minus your personal info would be helpful to explain what may have happened 

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