Double billing Why ?

[Granddad70]

• I have been billed twice for 1 subscription this month and i am not very happy about it . So what do i do ? 

[Granddad70]

The billing issue has been corrected.

• Thank you  customer support

[Handy1]

@Granddad70  Ok good support will be able to help resolve this for you . No worries 

[Granddad70]

Both charges have indeed been posted now on my CC but not showing any funds held as a credit on my PM account toward future charges . I am in contact with a CS agent awaiting  a resolution to the matter .

[esjliv]

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@Granddad70 wrote:

Yes we have 2 plans only 1 charge to the $25 plan and 2 charges to the $39 plan on the credit card so there is something amiss all the charges are authorized and in a couple of days they become posted to credit card acc .( posted is when the transaction is compleated )

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@Granddad70 - it looks like the $39 plan was charged by autopay as well as topped up. So you are saying you didn't do the topped up one?? ODD. 

These funds will just get used on your future renewal, so you are not out the funds. But I agree, if you didn't do the top up, then I would like to know why the charge was made with Public Mobile also. Care to share what they say, when you hear back from them?

[Handy1]

@Granddad70  Yes it is , your correct if listed then please message support for refund /credit 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Granddad70]

Yes we have 2 plans only 1 charge to the $25 plan and 2 charges to the $39 plan on the credit card so there is something amiss all the charges are authorized and in a couple of days they become posted to credit card acc .( posted is when the transaction is compleated )

[Handy1]

@Granddad70  Looks to me the double charge of $44.85 is still pending and one should fall off . It also appears you have the $25 doller plan also 

[softech]

@Granddad70  

What you see on My Account was correct, 2 entries but just one charge to your credit card, the other entry is how PM used the money

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@Granddad70 wrote:

 

 

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4:47 AM is the only charge from PM on your credit card, PM took the money and put the $39 in Available fund

6:52 AM is when renewal actually occurred.  PM didn't take money from your card this time. Instead, it used the $39 already in My Account to complete the renewal

So, one of the charges on your cc could be a pending charge only.

If both are posted charges, and if you joined PM recently (or even just first renewal), then it could be coming out of a ghost account you setup during activation.    But yes, message support to confirm:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Granddad70]

 

 

[softech]

@Granddad70   did you manually pay or the payment was via Autopay ?

Do you see the overpaid money sitting as Available Fund?

https://myaccount.publicmobile.ca/en/account/overview

[Granddad70]

Both places

[softech]

@Granddad70 

Where you see the double payments?  Were they on the credit card or were they on the Payment History on My Acocunt (https://myaccount.publicmobile.ca/en/account/payment/payment-history ) ? 

If you see them on your credit card, check if one of the charges is just a pending charge while only one of them is the posted charge. 

If they are on Payment history on My Account, please note that each renewal will show at least two transactions on payment history on My account.  Only one entry shows actual PM charge, show how much PM charged your card and applied the amount to your Available Fund in My Account.  The other entry, likely couple hours later on the same day, will be showing how PM uses the money from your Available fund in My Account for plan renewal.

Post us a screenshot of you have any question.

If you are certain there are more than one posted charge (and not pending) on your credit card and you cannot find where the extra money went, engage support for further investigation:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there   

[Handy1]

@Granddad70  Just keep an eye on your community inbox they will get back to you . It can sometimes take up to 2 hours for a reply . But usually not that long 

[Granddad70]

I messaged support about the double billing and seen to be getting ignored .

[Handy1 · Accepted solution]

@Granddad70  If both charges are posted and one not pending then please message support for a credit 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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