Charged two times in one month

[suwak]

I'm reviewing my January credit card and notice Public Mobile has processed two charges on the same day for the 90 day plan. How do I get someone to reverse the charge?

[suwak]

Thanks everyone for the help. As per my first respondant, I sent a private note to the moderator and hope to get a response from them soon. I'll let you know the outcome.

[srlawren]

@suwak yeah to be honest I don't think you did the right thing when your phone stopped working and this has resulted in the double charge.  Regardless of what happened, the only way to get this sorted out is to reach out to the community moderator team.  Here's everything you need to know:

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:00pm [Toronto Time].
• Messages are replied to during business hours and in the order they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

Additional Useful Information:

• Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

[Luddite]

@suwak You must contact the moderators as already suggested for consideration. When you changed plans it seems the system had already processed your renewal, and so you were then charged for the new plan. There are no credits for unused time when a plan is changed early. As you are a newish customer, moderators may be accomodating.

Good luck.  

[suwak]

Yes, I'm fairly new. I had one previous 90 day billing cycle before January.

At the end of the first billing cycle my phone didn't work when I tried to call someone and the message said I had no phone plan, so I went online and it looked like I had no plan. So I went through the selection process again and made one change from my original plan. I selected talk and text and a data plan, wheras before I just had talk and text and the data as an add on.

My next billing cycle will be charged on April 11th. I've done nothing yet on line to adjust that.

A few days ago I got a 611 message reminding me my data was 75% used and when I clicked on the link they gave me I ended up reviewing my billing history and discovered a bunch of transactions (debits and credits) on January 11th that I couldn't figure out. So I went back to my Mastercard and found this double billling. I was charged $101.70 and $89.27.  

[mimmo]

@suwak  were they for the same amount?   did you process a manual paymnet?  are you a new customer? what does your payment history say?  did you make any plan changes?

sorry for all the questions but this type of info is helpful for bot the community and moderators to understand and help you efficiently 

[matbasm · Accepted solution]

Hi @suwak, any chance you have two plans with Public Mobile?  Did you make a plan change back in January? 

If nothing was done to the account, and you didn't add a second line, then you need to contact the moderator team and ask them to look into it.

Click here to send them a private message.  Include your acount number or phone number as well as your account PIN (if known) to speed things up.
Information regarding the moderators team can be found by following this link.

Please write back with the outcome.