Duplicate Charge on My Account

[Ateno]

Dear,

I am writing to inform you that on March 3rd, the subscription fee was charged twice from my account. Please investigate this issue and take the necessary steps to correct the duplicate charge.

Thank you for your prompt attention to this matter.

Sincerely,

[softech]

@Ateno 

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   

[hairbag1]

@Ateno 

check with the payment card issuer to see if there was actually 2 payments that date. If so, you'll need to click the orange chat bubble icon on lower right side of the page to start the process to contact Customer Support.