Charged twice for US roaming plan

[Dani123]

Hello,

I recently tried purchasing the US roaming 3GB add on package; however, everytime I tried clicking purchase it would not load and just kept "circling". Due to this, I exited out of that browser, and re-logged in to purchase the ULUS 20GB plan for the month, and that purchase went through right away and worked.

However, I am now noticing I was charged for both of these services! So, I have been double charged for essentially the same plan/add on. I didn't use any of the other add-on plan to my knowledge, and would like to be refunded for this, as your website would not load properly and to my knowledge I did not think the purchase went through.

[Dani123]

Thanks, submitting a ticket wouldn't let me attach a screenshot, so I did the second method you mentioned above.

[CSA_PM]

Thanks for the escalation. The customer needs to follow the steps already provided to open a ticket, and then an agent will be able to check the situation and assist further.

[hTideGnow]

hi @Dani123 

login to My Account, go to Payment history and confirm you see two lines of the roaming purchase

if it shows clearly there, screenshot and submit ticket with PM support agent.  They will cancel one of them and put the credit back to your account

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           

[slusagm]

Ask PM to review and ask them for reversing one of the two purchases

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage