cancel
Showing results for 
Search instead for 
Did you mean: 

Double Payment

Simplerules
Great Neighbour / Super Voisin

 

I made two full payments April 1 and 2nd. One was auto and one was manual as I received a message to top off even though I was on auto pay. My phone service was taken away for a few hours even though there was a valid credit card on my account so I went in manually and dI’d payment.  There should be a $50 credit on my account but it is showing up as zero and there has been no refund.  

1 ACCEPTED SOLUTION

Accepted Solutions


@Simplerules wrote:

 

I made two full payments April 1 and 2nd. One was auto and one was manual as I received a message to top off even though I was on auto pay. My phone service was taken away for a few hours even though there was a valid credit card on my account so I went in manually and dI’d payment.  There should be a $50 credit on my account but it is showing up as zero and there has been no refund.  


Please never post images such as the one that you have.  I have removed it from your message post, but you need to still remove the image from your Community photo gallery. It's very important for the security account that you do this immediately.

 

What I can tell you is that for some strange reason, Public Mobile actually charged you for and renewed your plan on two consecutive days.  This is clearly a Public Mobile errror. You need to ask a customer support agent for help by going to https://widget.telus.tiia.ai/publicmobile/publicmobile.html .  As this is clearly a Public Mobile mistake, a refund will be provided.

View solution in original post

14 REPLIES 14


@Simplerules wrote:

 

I made two full payments April 1 and 2nd. One was auto and one was manual as I received a message to top off even though I was on auto pay. My phone service was taken away for a few hours even though there was a valid credit card on my account so I went in manually and dI’d payment.  There should be a $50 credit on my account but it is showing up as zero and there has been no refund.  


Please never post images such as the one that you have.  I have removed it from your message post, but you need to still remove the image from your Community photo gallery. It's very important for the security account that you do this immediately.

 

What I can tell you is that for some strange reason, Public Mobile actually charged you for and renewed your plan on two consecutive days.  This is clearly a Public Mobile errror. You need to ask a customer support agent for help by going to https://widget.telus.tiia.ai/publicmobile/publicmobile.html .  As this is clearly a Public Mobile mistake, a refund will be provided.

Spudster
Deputy Mayor / Adjoint au Maire

The only other possibility, @Simplerules , is did you request a chargeback from your credit card provider recently against your Public Mobile service? 

 

If so, the balance could have gone into a 'negative' and you might have needed to bring the account up to date (i.e. ZERO), then the automatic payment occurred normally following.

 

I'm doubtful that's the case, but a slim possibility.

esjliv
Mayor / Maire

@Simplerules - was your last renewal on April 1st, then again today, on April 30th?

If this is the correct calculation, then that double payment you would have paid early April would have been used to renew for today.

 

Are your services currently working?

 

From and including: Friday, April 1, 2022
To and including: Saturday, April 30, 2022

Result: 30 days

JL9
Mayor / Maire

If the extra payment is not going to your next renewal then private message CS_Agent to get that fixed. If it is you can leave it and your card won't get charged again until the end of May

Simplerules
Great Neighbour / Super Voisin

No one payment was made manually on April 1 and one was taken electronically April 2.

darlicious
Mayor / Maire

@Simplerules 

There was a major autopay system failure on April Fools Day. As a result of having your service suspended you manually topped up to reactivate your service. The problem was when pm finally found the issue with the payment system just in time to reboot the system for the following days renewals the autopay just started back up where it left off. If you manually reactivated your service autopay had no idea....why would it?....and renewed your plan as if it was 24 hours back in time and still the wee hours of April 1st.

 

Contact customer support to add a credit to your account equal to the second automatic top up charge in your account. Your renewal in a few days will use it to pay your plan amount.

 

Edit:

Edit not needed.... @computergeek541  just confused me for a moment see comment later in this thread.

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

@esjliv @darlicious 

 

It's not just that a manual payment was made and then autipay charged the customer anyway.  The system actually renewed the prce plan and removed the funds from the account balance (for the exact same price plan) on both April 1 and April 2. None of this should have happened. Even if hypotethically, the customer's service had been suspended for 29 days, reactivating it by making a manual payment would have changed the next renewal date.

Spudster
Deputy Mayor / Adjoint au Maire

@Simplerules 

 

Please edit out your picture by clicking on the below link.   After you do so, scroll to bottom and remove the picture by clicking on "View All", then you'll have the option to hover over it and delete - it's there for everyone to see and contains personal information you may not want out there

 

About Simplerules - Community (publicmobile.ca)

Hi @Spudster I doubt chargeback is involved here.  If chargeback, service would be cut out immediately.   There us no negative balance here