Double charge on new account

[lhams]

I switched my service provider to public at the start of the month and was double charged for my first month. I'm not sure if I should contact a moderator or if it's normal to be double charged on the first month as some sort of activation fee. The two charges were 4 hours apart but this was a week ago, so it's not a case where one charge is pending; they are both posted. I looked in my payment history and there is only one charge that shows up and there is no credit showing up for the additional charge. Any insights would be appreciated.  

[Meow]

Since PM site is not exactly perfect, most likely you clicked twice when you created an account.

If you have two plan cost charges, I would suggest to leave it there as funds will be taken from your PM account on your next renewal. You just paid a month in advance.

But if your account shows only One charge but your credit card shows two, then CSA has to be involved to clarify why and to issue refund.

Stuff happens but it eventually gets resolved and you will get your money back if there was an error in processing your request.

[darlicious]

@lhams 

Have a CSA look into your account.There was another member a couple of weeks ago that had also had a double charge that didn't show up in the transaction history but the CSA could see the extra charge tied to the account different from a "ghost" account as described by @t_p .

Edit:

A ghost account is created at a retailer when a failed activation error message comes up and the retailer uses a new sim card to activate again but uses the same email address which creates a hidden "ghost" account inaccessible to the customer.

[lhams]

@t_p Ah, I think that is likely the issue. It took three tries to successfully activate my phone. I tried to use my phone's IMEI the first two times that I tried to activate my account and it ended up with error messages both times and then it worked on the third try with my old carrier account number, so maybe one of the error activations pushed through somehow. Thanks!

[t_p · Accepted solution]

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@lhams wrote:

I switched my service provider to public at the start of the month and was double charged for my first month. I'm not sure if I should contact a moderator or if it's normal to be double charged on the first month as some sort of activation fee. The two charges were 4 hours apart but this was a week ago, so it's not a case where one charge is pending; they are both posted. I looked in my payment history and there is only one charge that shows up and there is no credit showing up for the additional charge. Any insights would be appreciated.  

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@lhams 

If your payment history shows only one charge, you need to contact CS for assistance:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Did you encounter some problem when activating?

There has been cases where customers were charged for "ghost" accounts or activations that didn't go through the first time.

[Triguy]

Can you post a cpoy of your statement masking any personal info É

[Anonymous]

@lhams 

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

or Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket 

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link.
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...