Double payment taken

[Cthlu_lu]

Hi! I was double charged for my sub, how can i get my money back?

[Cthlu_lu]

The issue occurred because when i tried to make the first payment, it said it failed and so i tried again and it took the payment again.

I’ve reached out to an agent and will hopefully have this resolved shortly!

[slusagm]

Normal that PM charged you new plan amount if you used Change Now. And they won't do partial refund if you made the plan change mid cycle. 

Also,  PM has a 30 days cycle and not monthly.   some people got that mixed up and made the Change Now request one day late 

If you want to check, ask PM.  Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Cthlu_lu]

It was the end of my cycle, and i used change now

[Cthlu_lu]

 

[Cthlu_lu]

Yes im sure its a double charge lol

[slusagm]

@Cthlu_lu did you make a plan change middle of the cycle and used Change Now option?  

[softech]

@Cthlu_lu 

Where you see the double billing?  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   

[samsunga31]

Hello.

Have you confirmed with your bank or credit card company that it was a double charge?

If you have, you can contact a customer service agent using the chatbot in the bottom right corner by logging in. If you have troubles, here's the direct link.

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

You can ask for a refund but they will more likely give you a credit on your account instead if found to be an error.