Double payment

[williamirwin]

I was   charge   on  April 27  and April 29 

Why   was   this   and  who  can I talk to 

[JL9]

Do you have the $10 plan? It could be for many different reasons. If you follow the suggestions above you won't be out any money though.

[esjliv]

@williamirwin 

Credit cards companies can show both Pending and Authorized/Approved charges. Sometimes there are multiple Pending charges showing during activations or renewals, but when the payment gets authorized, the incorrect amounts will fall away, then the real one will stay.

If these end up being Authorized/Approved charges and the extra funds are not showing in your Available funds area, then contact Public Mobile Customer Support Representatives (CSA).

[Meow]

Are you on autopay?

When was your renewal?

Did you by any chance pay manually by mistake?

Are funds on your PM account? If yes, leave them there as they will be used for next renewal.

Are these charges appear on your credit card? What amounts are? Maybe your CC is compromised.

Highly unlikely autopay did double charge. Usually it fails to charge at all.

We would need more details and screenshots will help. Mask personal details if you provide them.

[softech]

@williamirwin   Hard to tell why

what are the charges on April 27 and 29?  

did you try to manually pay on either day?

did you try to make a Change Plan request on either day?

If you login to My Account, is there any fund sitting as Available Fund now?

check you transaction history, https://selfserve.publicmobile.ca/Overview/payment/Payment-History/, see if you see any entries on April 27 and April 29.  Post us the logs if they show entries on both days and we can try to help

If still not find anything, then open a ticket with PM Support:

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

[JK8 · Accepted solution]

@williamirwin 

Look in self service and see if the extra payments are in Available Funds. If yes, just leave there and it will be used on the next renewals. If you need to contact a CS Agent use the links below.

• 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 our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.