DOUBLE CHARGED

[MARKVC]

Just changed to a new subscription of $29 ULCWUS by instant payment on January 5th 2026 when the public mobile is about to automatically charges based on previous subscription of $25 ULCW. However, to my great surprise, I found today the public mobile system actually wrongly charged me twice (for both the new subscription and the previous subscription). Please correct it right away and refund me for the amount of CAD28 of the previous subscription. Thanks

[MARKVC]

Hello, Every Kind Neighbours,

Glad to announce that the issue I met with PM was finally solved under the assistance of another CS-agent "Maria" after several rounds of friendly exchanges. This case helps me learn more about PM's service policy and good solution re-arouse my previous confidence in the PM's service.

[MARKVC]

Thanks for clarification. 30 days cycle, though it is strange and distracts customers usual consideration of a month, is somehow understandable. The key trap now I finally see is the PM agent's so-called "Disclaimer", because it did not prop out on screen for customers clear attention before confirming "subscription change and /or instant payment". Moreover, I did not notice anywhere with such kind of disclaimer clauses on its terms and conditions when I transferred to Public Mobile (PM). But I do remember PM's promise of "INTRODUCING RELI-A-BILL With Public Mobile, say goodbye to overages and hidden fees" on its front part of PM App, which now in fact contradicts the present Double-Charged issue I just met with PM.

Wish all kind neighbours could keep alert to avoid any similar unpleasant experience with PM.

[hTideGnow]

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@MARKVC wrote:

To help you fully understood why public mobile should not use the morning of every month's 5th to renew my previous subscription's service, 

......

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hi @MARKVC 

the every months' 5th is not true. PM's cycle is 30 days, the renewal day will not be the same every month.  It tends to move forward one day every other month

[MARKVC]

Hello, Every kind neighbours,

Please find enclosed are messages I had with the public mobile's on-line supporting agent to try to solve the issue of my recently being "Double-Charged" on subscription change. The final result is to my great disappointment, because the public mobile agent uses its so-called "users policy disclaimer" to refuse any refund, which means I have had to pay for both subscriptions at the same time zone but obviously the previous subscription is fully overlapped by the new subscription. So I need to post these message hereinafter to let every neighbours keep eyes open and alert, and to avoid any of your innocent money (even without getting any of their service) being arrogantly held by the public mobile SYSTEM on behalf of its consolidated Users Policy Disclaimer. 

Enclosure:

Re: Ticket ID:XXXXX Billing and Payment Issues XXXX

Hello,

Thank you for the reply and the information.

I understand you changed to the new $29 Canada-US subscription on January 5th, 2026, and you were charged for both subscriptions.

I've checked your account and can see that your old $25 plan renewed in the morning of January 5th, and then you made the plan change in the afternoon of the same day. There was significant time between the renewal and your plan change for you to check your account status before proceeding. This is why you were charged for both - the renewal had already processed in the morning before you changed plans in the afternoon.

Unfortunately, refunds are not available once payments have been processed. As a prepaid service provider, our service terms outline that Public Mobile subscriptions are non-refundable. When you change your plan immediately after a renewal has already occurred (rather than scheduling it for your next renewal date), the system charges you for the new plan while your current plan has just been paid for, which results in being charged for both.

Before proceeding with an immediate plan change, there is a disclaimer that appears stating you will be charged for the new plan and that no refund will be issued for the unused portion of your current subscription. This is why we always recommend scheduling plan changes for your next renewal date to avoid double charges. In the future, please check your account status and renewal timing before making any plan changes.

Your new $29 Canada-US plan is now active and will continue for the next 30 days, which started from January 5th. The payment for your previous $25 plan is non-refundable as per our service terms.

If you have any other questions about your account, please let me know.

Best regards,

HXXXX

MARKVC

38m ago

Always Customer's fault? Your policy is absolutely not reasonable! At least you should refund the difference because customer like me never use any of your service at all, to say nothing that even back to the origin date I began to transfer from other Celuar provider to Public Mobile was actually November 6th, you have no reason to renew my service from the morning of every month's 5th. So please do not make any excuse to hold customers money, which sounds like a robbery!   

MARKVC

11m ago

To help you fully understood why public mobile should not use the morning of every month's 5th to renew my previous subscription's service, I might as well further offer you with the EXACT original time point that my phone transferring from other celluar provider to public mobile was in fact around 3:36pm in the AFTERNOON of November 6th and got its real workable signal (meaning working service from public mobile) in that night. Thanks for your kind understanding and correction soon. 

......

[slusagm]

did you used "Change Now" option when making the plan change?  If you did, then it was what expected with that option

You can try to ask PM and see if they can do anything since it is only 3 days

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 

[hairbag1]

@MARKVC 

Only CustomerUpport can do that. Click on the irange chat bubble on lower right side on page to start the process.