DOUBLE CHARGED

[C_Ha]

Trying to get someone to help me. Have gone online many times to just be sent in circles on every link that does nothing. Submitted a ticket with no response.

Im being charged many months on my old online Sim card account when it was supposed to be cancelled upon my new actual Sim card account. 2 different Sims. 2 different numbers. Someone hasn't done something and I need to be refunded for the account that was SUPPOSED to be cancelled upon the start of my new one. SOMEONE PLEASE HELP IM GOING INSANE! I NEED TO SPEAK TO A HUMAN!

[Dunkman]

@C_Ha 

Response times seem to be longer unfortunately.  Especially on the weekends. On the website, the wait times can be up to 48 hours.  

You need CSA help to sort out your two accounts.  If you already send a private message to CS_Agent, you will need to wait for their response. 

[BKNS27]

@C_Ha 

How did you deactivate the old account?

Did you login to the old account and disable Subscribe (AutoPay) button?

The old account will be closed after 90 days of nonpayment. If you didn’t disable Subscribe on the old account then you will be continuing be charged .

If you can’t login to your old account then it is closed but if you can login to the old account then Subscribe is enabled and you will be charge for all future bills.

[C_Ha]

Its not applied to my next billing. This has been going on for months now. Its 2 accounts and the old account was supposed to be deactivated when the new account was activated and it was not

[C_Ha]

I have done all of these things and s5ill no reply from a rep. Even sent an inbox message to CS_Agent with no reply. And everytime I hit a link I sign in again and again and again and get nowhere

[BKNS27]

@C_Ha 

@C_Ha 

No worries because any overcharge will remain as credit in your account and will be applied to your next renewal bill.

Just wondering how you replaced the old SIM with a new SIM? Did you login to your account then to Account tab>Change Your SIM Card and NOT create a new account for the new SIM.

If you did then of course you will be charged for 2 different accounts rather than replacing the old SIM on the original account.

Contact a CS_Agent to merge the 2 accounts if you opened 2 accounts and add credit to the original account.

[Dunkman]

@C_Ha 

Sorry to hear about your troubles.  Looks like you have two accounts going on at the same time.  You will need to contact CSA. 

When did you submit your ticket?  There was a ticketing issue a couple of weeks ago, but it was fixed.  If you have not heard back within 48 hours of ticket, then you can either submit another ticket or directly private message CS_Agent.

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

[Chalupa_Batman]

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@C_Ha wrote:

Trying to get someone to help me. Have gone online many times to just be sent in circles on every link that does nothing. Submitted a ticket with no response.

Im being charged many months on my old online Sim card account when it was supposed to be cancelled upon my new actual Sim card account. 2 different Sims. 2 different numbers. Someone hasn't done something and I need to be refunded for the account that was SUPPOSED to be cancelled upon the start of my new one. SOMEONE PLEASE HELP IM GOING INSANE! I NEED TO SPEAK TO A HUMAN!

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If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.