Double charge on my credit card

[champamillar416]

There has been 2 payments taken out of my credit card on June 20th . One is $28.25. Other one $25.99. My credit card was in good standing but you suspended my account by June 20th and I couldn't use the phone so when I dialed 611 asked me to  make a manual payment in order to get access to the phone. On the same day an automatic payment has gone through too. So all together 2 payments . Why did you charge $ 28.25? With tax it should be $25.99. Please refund $28.25 as soon as possible and make sure that automated payment is reinstated effective July 20

[dust2dust]

While you could ask for a refund of the $25 that you see in your balance, this could take weeks. It would be just as well to leave it in the balance for your next renewal. You won't pay from your credit card next time. Nor would autopay possibly fail. The renewal will just take what it needs from your balance and you'll end up with a new balance of $2.

[computergeek541]

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@champamillar416 wrote:

No I didn't change to the new public rewards system.  All I'm asking is to refund the manual payment of $28.25 back to my credit card because it's more money than my monthly payment.  In order to get the network on my phone the automated message when I dialed 611 asked me to make the payment and I wasn't aware of the technical issue in Auto pay. You got your June payment through Auto pay therefore refund $28.25. Just simple is that.  Please don't make things complicated.  Thanks Champa 

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Please remember that none of the people you've interacted with so far in this message thread work at Public Mobile. Only a customer support agent can provide a refund for an amount charged in error by Public Mobile.  Please follow the instructions providded earlier to contact Public Mobile.

[champamillar416]

No I didn't change to the new public rewards system.  All I'm asking is to refund the manual payment of $28.25 back to my credit card because it's more money than my monthly payment.  In order to get the network on my phone the automated message when I dialed 611 asked me to make the payment and I wasn't aware of the technical issue in Auto pay. You got your June payment through Auto pay therefore refund $28.25. Just simple is that.  Please don't make things complicated.  Thanks Champa 

[dust2dust]

The autopay saw your $23 owing and charged you that plus 13% tax = $25.99. You made a manual payment of $25 plus tax = $28.25. Tax appears on the payment method. Pre-tax appears in the account. You now see $25 as balance due to the autopay finally getting around to successfully paying the renewal and the other $25 now sitting as balance.

The cause seems to have been another autopay glitch yesterday that made them late.

The people responding here can't see your account. We're just fellow customers trying to help.

[dabr]

@champamillar416    You didn't by any chance switch to the new Public Points rewards system? 

With points you only get 5% back in points for payments and purchasing add-ons and would not get the $2 autopay discount.

[champamillar416]

This is incorrect.  Please check all the previous payments.  The total monthly payments that I have been paying is $25.99 ($23*13%) and this includes 13% tax. This is why I'm asking you to refund my $28.25 that was overcharged or update the available balance on my online account to reflect $28.25. I'm getting frustrated with so many messages back and forth 

[dust2dust]

The $3.25 is 13% taxes. The taxes appear on the credit card. The pre-tax is shown in the account.

Just leave it there for your next renewal. It's the easiest. Taxes won't be charged on the money in the balance. They've been paid or are there by rewards (if on rewards).

[champamillar416]

Extra charge on my credit card was $28.25. Why is it showing $25 as available balance on my public mobile online account? What happened to $3.25? Please refund full amount of $28.25 or i can leave it there for July payment providing it shows available balance as $28.25. Don't deduct anything from the overcharge because i haven't done anything wrong.  Thanks  Champa 

[BKNS27]

@champamillar416 

It was busy with people’s AutoPay wasn’t working.

The extra payment will stay in your account as credit but it may take up to 30 days for the refund to go through.

If you still want a refund, as noted by others, just contact a CS_Agent.

[softech]

@champamillar416   Yes, there has been some Autopay failure yesterday  (quiet a lot).  

Do you see the extra payment show up as Available Fund?  If you do , you can choose to leave it there for next renewal.  

However, since it is PM's fault, if you want to request a refund, just open ticket with them:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

[RossN]

@champamillar416 hello there was a big issue yesterday with autopay seems a lot of folks had issues I would hope it would be fixed by now follow the suggestions from @MrSpock  keep your fingers crossed  😀

[MrSpock · Accepted solution]

@champamillar416 hi you should see the extra money in your available funds you can either leave it there for your payment next cycle or contact a cs agent for a refund    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH