Credit card charged twice in error, needing refund

[DTW0]

Both my husband and I have accounts with Public Mobile.  We use the same credit card for our monthly automatic payments.  We were charged twice in February for my husband's account and am trying to let someone know so we can receive a credit.  I can get into my account no problem but when we try to access my husband's account it locks us out.  We have no way to let Public Mobile know what is happening.  Can someone help me, please?

[Yummy]

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@DTW0 wrote:

Both payments show on the same date but different times on that same day

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Is your husband on autopay?

Did these charges occurred on a day when he opened account?

If you try to reset password few times in a raw, your account will be locked for an up to 1hour. Try again in 1-2 hours to reset password and if that does not work, contact agent to assist you.

PM communicates through personal emails only; it could be frustrated but they resolve most problems with a little patience from your side. Do not give up! and keep us posted so we can understand what was the issue in order to properly assist customers with similar issue.

[esjliv]

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@DTW0 wrote:

Both payments show on the same date but different times on that same day

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@DTW0 -

Are these Authorized charges on your credit card account?

And, did you do a manual top up on that day, and also have a credit card registered for Autopay?

[DTW0]

Both payments show on the same date but different times on that same day

[hTideGnow]

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@DTW0 wrote:

We tried to reset password by using Reset Password, that is when they locked us out

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HI @DTW0   Please open ticket to have the password reset as well as investigate the issue

Btw, did you recall you try to make a manual payment ?  Honest, the common problem with PM was just Autopay fails and account suspended.  It is very unusual that PM has been charging correctly but suddenly charged twice.  

From the credit card, when was the 2 charges in Feb?  what are the dates?

[esjliv]

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@DTW0 wrote:

We opened our accounts at the same time using different email addresses.  This is the first time we have been double-billed for his number.  Tried to deal with this directly by login into his account but Public Mobile will not accept his password info.  we tried to set up a new password and they locked us out

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@DTW0  -

That is good you have different emails set up.

You may just have a temporary lock on the account from too many failed attempts. 

Wait an hour (or just 15min.) then try again.

When you do clear your browser's cache / cookies.

Or, try opening a tab in incognito mode.

Determining if these are Pending or Authorized Charges is important as well.

Since you cannot log in yet, have your husband call 611 to hear the balance on the account. (EDIT @Dunkman already posted this, that I missed, with helpful links, see their post  👍)

If the account has the extra funds then at least you are not out the $'s.

It could have been a delayed/failed Autopay, that charged your account outright.

Then, did you have to make a manual payment to reactive?

[Dunkman]

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@DTW0 wrote:

We opened our accounts at the same time using different email addresses.  This is the first time we have been double-billed for his number.  Tried to deal with this directly by login into his account but Public Mobile will not accept his password info.  we tried to set up a new password and they locked us out

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@DTW0 

As mentioned before, if you try too many incorrect passwords, your account is locked out for about one hour.  After one hour, you can try to reset your password. You could contact customer service agent as described in previous posts. Hopefully, their reply is faster than one hour.  

Sometimes when customers are double charged, the extra charge is available in the self service account as available funds.  Will be used for next month's payment.  Customers can ask for refund but supposedly takes several weeks to process and easier to leave in account.  Once you gain access to self service account, you can see whether you have extra available funds. Or as mentioned in my previous post, dial 611 on your husband's phone to check available balance.  

[DTW0]

We tried to reset password by using Reset Password, that is when they locked us out

[DTW0]

We opened our accounts at the same time using different email addresses.  This is the first time we have been double-billed for his number.  Tried to deal with this directly by login into his account but Public Mobile will not accept his password info.  we tried to set up a new password and they locked us out

[Meow]

Only one unique email per account is allowed. If you signed up on the same day and used same email maybe PM tried to create account, failed (but created 'ghost' account) but still managed to charge you.

You can use same credit card for both accounts.

To resolve your husband's access to PM please contact agent and at the same time try to resolve double charge

Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

Hi @DTW0   The Account lock out part may be an 1 hour temporary  lock , you can wait and try back

If you still unable to login , try to reset password using "Forgot Password"

If you still unable to login in the end, you can open a ticket with PM support to ask them help to unlock, as well as ask them to investigate the charges.  

In your case, best is to use direct message: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[DTW0]

Thank you so much for this info.  I will be following these instructions.  

[Dunkman]

@DTW0 

More details would be helpful.

Did your husband recently activate a new account with PM and had some troubles activating?  Sometimes a ghost account is activated also leading to double charged. 

Did your husband have access to self service before?  

Need a different email address for each account with Public mobile.  

What happens when you dial 611 on your husbands phone? 

https://productioncommunity.publicmobile.ca/t5/Get-Support/611-IVR-Menu-System/m-p/289352

You can check your balance to see whether you have extra funds for next month.

[esjliv]

@DTW0  - did you activate two accounts with the same email address?

If so, this could explain your issue with logging into the 2nd account. You will need to contact CSA as methods provided by @HALIMACS to assign a 2nd email address to your husband's account.

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 CSA.

[HALIMACS · Accepted solution]

@DTW0 

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.

EDIT:   Are you CERTAIN your husband's account was charged twice?   Were both charges cleared from the payment card from 'pending' to 'settled' and are actual charges?   If you were unable to login to your husband's self-serve account, how did you first notice the duplicate charges?   Is it possible the 'extra' charge was for a plan change or is otherwise resting in his available balance for use against future renewals / add-on's?