Double payment

[Ckuan88]

@CS_Agent 

I got a text on Monday that said my subscription was put on hold due to unresolved issues with payment. When I logged in, I checked my payment method and it was correct. I updated with the same thing just in case and added a balance. I see now I was charged twice (on Aug 18 &. Aug 21). The amount charged on Aug 21 was also more. How do I ensure I don’t get charge again  September as I have now paid for two months worth.

[Priority]

Very common issue right now, the message was sent in error.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Unresolved-Payment/td-p/1037509

[esjliv · Accepted solution]

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@Ckuan88 wrote:

@CS_Agent 

I got a text on Monday that said my subscription was put on hold due to unresolved issues with payment. When I logged in, I checked my payment method and it was correct. I updated with the same thing just in case and added a balance. I see now I was charged twice (on Aug 18 &. Aug 21). The amount charged on Aug 21 was also more. How do I ensure I don’t get charge again  September as I have now paid for two months worth.

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@Ckuan88 - your post is public for all to see. No harm, mind you, as you have no personal info there. 

But you tagged 'CS_Agent', why is that? Did you try to submit a ticket through chatbot and had issues and it said to private message "@CS_Agent"? Well, you can private message them through your INBOX messages.

Go to your ENVELOPE at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message.

You need to type 'CS_Agent' though in the SEND TO box, do not include the '@' symbol.

[Dunkman]

@Ckuan88 

There have been incorrect texts send to customers about unresolved issues with payment even though payment was fine.  As long as your service was working, you can ignore the text message.  Public mobile is aware of this problem.  It has been happening for several weeks. 

Looks like that you made an extra manual payment on August 21 (without the monthly discount rewards).  If the available funds are seen in your account, you can leave it for next month's payment.  Refunds take 2-4 weeks to process.  You will not be charged twice next month. 

[Handy1]

@Ckuan88  If your services are still working and you get this error message you can safely ignore it . If you have been doubled charged make sure one of those charges is not just a pending charge . If it is it should fall off . But if both charges are posted . Please submit ticket with support for credit refund 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[hTideGnow]

HI@Ckuan88 

can you confirm on My Account using Incognito/Private/Secret mode if the extra money is in Available Fund? if it is , you can leave it there and can be used for next renewal

if you want to ask for refund instead, please submit a ticket with CS agent here

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