Charged for an automatic top up

[jenrobbins22]

Why was I charged for an automatic top up? I didn't agree or request it, I would like it refunded and cancelled for any future automatic payments.

[DennyCrane · Accepted solution]

Looks like your plan is $50 but you had a $40 credit balance so it charged you $10 to top you up to the $50 needed for your plan.

[jenrobbins22]

07:44 AM

Automatic Top-up

$10.00

+ $1.30 HST ON

Available Funds: $50.00

[jenrobbins22]

I did check my payment history, which is why I am posting here that I was charged unnecessarily.

07:44 AM

Purchased $50 UL CAN-US Base Plan-40GB-5G

$50.00

Available Funds: $0.0

07:44 AM

Purchased $50 UL CAN-US Base Plan-40GB-5G

$10.00

+ $1.30 HST ON

Available Funds: $50.00

I was charged today for my plan renewal, I have been a customer for over 2 years, this is normal. I was also however, charged several hours earlier for an automatic top up. I have never agreed to this or requested this. 

[Dunkman]

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@jenrobbins22 wrote:

I understand being automatically charged for my monthly plan. My plan is $40, this was an 'automatic top up' of $11.50 which led me to believe I was being charged for something else like an add-on

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@jenrobbins22 

Check your payment history. 

$11.50 would be $10 + taxes.

Did you have enough credits this month that would only require $10 payment?

[HALIMACS]

Did you order a SIM card upon activation here, @jenrobbins22 ?

Also, the charges for plan renewals are separated into calling/service and data components (but the total adds to the plan total)

Then, there's the tax on top of that.

[Abheer]

Hi @jenrobbins22 
To disable it, go into your account, then go to payments, then "manage subscription" and toggle the "subscribed" switch off.  Make sure to have funds in your account before your renewal date. Do this by going back to the "payments" tab then adding funds using a voucher or with a credit/debit card.

[jenrobbins22]

I understand being automatically charged for my monthly plan. My plan is $40, this was an 'automatic top up' of $11.50 which led me to believe I was being charged for something else like an add-on

[HALIMACS]

@jenrobbins22 

Is it your intention to cancel the service, or manually pre-pay prior to the expiry of the current cycle dates?

@Dunkman explained why it's there (default upon activation), however not having auto-pay risks losing service at renewal if one neglects to load necessary funds for uninterrupted service.

This is, of course, certainly your choice.

[Dunkman]

@jenrobbins22 

When you first activated your plan, you automatically signed up for pre-authorized payments.  You can try to contact customer service agent, but in general, there are no refunds.  

Go to payment section.  Then click on manage subscription.  The unsubscribe.  That will turn off pre-authorized payments.