Double pay

[Mucho]

On AUGUST 12 2024 I wanted to switch to a different plan. The switch was supposed to take effect at the monthly end of the old plan. This never happed - I still got charged for my old plan on rollover day  and my new plan. I would like a refund of  $36.75 that should not have been deducted for September.

Thank you

[Sansan]

@computergeek541  so assuming the chatbot was used, then Alex is not following protocol.  Which is unfortunately, nothing new with some employees from any company.

Assuming it wasn't,  hense the verification questions which would be a  valid request.

Only @Mucho  could clarify.

[computergeek541]

---

@Mucho wrote:

I would have liked to get my $36 back - and I would like to say -  thank you! - to the Community for it's great help

..... but CS agent Alex

We need your phone number backup number account number full address last I paid extra  credit card number etc

They got to be kidding - I am not putting my life into an email  for $ 36  nothing is worth that

---

I'm unsure if the chatbot was used or if a private message was sent to CS_Agent intially, but this is actualy one of the reason that customers need to be using the chatbot to open tickets. When going through the chatbot, all neecessary account verification has already been completed. 

[hairbag1]

@Mucho 

feel safe providing that info as the Customer Support agent you're dealing with, needs to be sure of who you are. Give them your PM phone number, acct number, name on acct, PM pin number..whatever they ask for.

[Sansan]

@Mucho 

Without validating CS_Agent will not be able to move forward with the problem. You will have to give them your phone number. 

[Mucho]

I would have liked to get my $36 back - and I would like to say -  thank you! - to the Community for it's great help

..... but CS agent Alex

We need your phone number backup number account number full address last I paid extra  credit card number etc

They got to be kidding - I am not putting my life into an email  for $ 36  nothing is worth that

[Handy1]

@Mucho  Contact support to investigate what went wrong , be good if you have screen shots of the scheduled plan change to show as proof , but not necessary 

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

[hTideGnow]

hi @Mucho 

something you need PM agent to check and sort it out 

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437