Extra charges

[Christinenitsa]

I have charged all over my December credit card bill for December. These charges are not showing up in my account.  Did not order extra services. How do I get these charges reversed?

[computergeek541]

Nvm. I confused this with a roaming add-on.

[darlicious]

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@Anonymous wrote:

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@NDesai wrote:

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@Anonymous wrote:

 @NDesai do not use is normal.

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In that case, i am lending more towards an human error. 

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I asked for the overview to see that the account did in fact have like a gig of data next to the 200MB line. It doesn't make multiple lines of the add-on. It just adds on.

I agree...someone inadvertently paid for and got all those copies of the add-on.

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I think somebody is in big trouble.....

[Anonymous]

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@NDesai wrote:

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@Anonymous wrote:

 @NDesai do not use is normal.

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In that case, i am lending more towards an human error. 

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I asked for the overview to see that the account did in fact have like a gig of data next to the 200MB line. It doesn't make multiple lines of the add-on. It just adds on.

I agree...someone inadvertently paid for and got all those copies of the add-on.

[NDesai]

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@Anonymous wrote:

 @NDesai do not use is normal.

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In that case, i am lending more towards an human error. 

[Anonymous]

 @NDesai do not use is normal.

[NDesai]

Seems like someone purchased 200 MB data add-on multiple times. Now, neither me or anyone else here ever seen this happen magically. Purchasing an add-on is a two step process. Someone with the account access must have added the $10+tax to the account and purchased 200MB data add-ons. This can also be done by dialing 611 if cc is added to the account. Now, i am not saying this is impossible for the system to somehow add automated process that adds balance to the account from cc and purchases the 200MB add-on all by itself. But as i can see the add-on is marked as "Do_Not_Use" and add-ons are added every 2 days. So may be there is a reason for why it says that and add-ons are added at the same time? It might've broke in the system, idk. 

@Christinenitsa Please verify with everyone who has access to the account and see if they manually added the add-on by logging into the self-serve account. If not, ask the person who has the sim for this account to make sure he/she did not dial 611 to add bunch of add-ons. If no one has done anything, there is a slight chance system screwed up big time and only Mods can investigate further. 

[Anonymous]

 @Christinenitsa 

Would you be willing to post a screen snip of your overview page. Blank out personal info of course.

[darlicious]

@Luddite  Thank you for the insight...i didn't know that access was not limited to the OP for the account.  Could be the difference.....

[Luddite]

@darlicious @Christinenitsa Assuming a ticket has been submitted, no one can do anything more. I assume Alan & Tiana will be back Monday and see the tags.

My only other thoughts:

a) Chistine should delete her credit card from her account until this is sorted.

b) Does your daughter know how to purchase a data add-on when she runs out of data?

BTW: those charges add up to 1 GB. 

[totalUser]

Hi @Christinenitsa 

As far as i can see those are add-on purchases, and very expressive ones too. Anybody would be better off buying 1gig instead of buying bunch of small add-ons. You mentioned your kid also has access to account. Is it possible that they tried to buy add-on without talking to you?

What does your overview and add-on page looks like, can you take a screenshot? Did you manage to get the free 1gig add-on?

Can you check your data usage?

Thanks

[darlicious]

@Luddite  Since @NDesai  isn't online can you look into this issue? Thx

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@darlicious wrote:

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@Christinenitsa wrote:

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@NDesaiCan you contact pm on this issue to make sure it's isolated and not about to explode and affect other users. It could turn into a nightmare if that was the case. I haven't heard of multiple charges like this independent of autopay. The add ons normally require customer approval.

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[darlicious]

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@Christinenitsa wrote:

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@NDesaiCan you contact pm on this issue to make sure it's isolated and not about to explode and affect other users. It could turn into a nightmare if that was the case. I haven't heard of multiple charges like this independent of autopay. The add ons normally require customer approval.

[darlicious]

@Christinenitsa  As I thought...both the $10 plan and the $10 US roaming add on ( I forgot there was $10 add on). Definitely a system error...to the max! As I mentioned I've heard of the odd double charge but this is the system gone crazy. It would be prudent for every pm customer to check their accounts to be safe. It would be less hassle to only have to deal with pm rather than the credit card company as well. This isn't a case of taking a credit to be used on the next renewal they have to be reversed. @Alan_K  and @Tiana_V  should be made aware of this to ensure this is an isolated case and not one that could affect tens or hundreds of customers which could wreak havoc on moderator service times and the pm system in general.

[geopublic]

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@Christinenitsa wrote:

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@Christinenitsa It appears that the 200 MB addon was charged in Dec multiple times. Looks like something messed up within the PM system. Maybe trying to apply the 1GB free promo? Anyway the moderator should be able to fix that fairly quickly IMO if the addons were not purchased.

[Christinenitsa]

No changes to the account since we opened this summer no extra SIM cards, nothing. This is very bizarre 

[hairbag1]

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@geopublic wrote:

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@Christinenitsa wrote:

I did thanks.  There are charges for $11.30 every three days for 2 weeks. Thanks for your help

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@Christinenitsa  Could it be someone is purchasing  sim cards for $10 plus tax using your card. Another possibility someone is funding their account using one time payments of $10 each.

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That's what I thunk too. Looks like someone purchasing sim cards. Did you buy some sim cards in Dec at all ?

[Christinenitsa]

I don't know who would be doing that?  It's weird. Had this account for a while now for my daughter so she can text me. Never had an issue til now.  Hope the moderators answer in the next 24 hours 

[geopublic]

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@Christinenitsa wrote:

I did thanks.  There are charges for $11.30 every three days for 2 weeks. Thanks for your help

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@Christinenitsa  Could it be someone is purchasing  sim cards for $10 plus tax using your card. Another possibility someone is funding their account using one time payments of $10 each.

[Christinenitsa]

[hairbag1]

Can you post a screen shot of you billing for the last 30 days ? Edit out any personal info.

[Christinenitsa]

They are all $11.30. Bank says they can't do anything until we get reference numbers from public.  I will wait until tomorrow and hopefully get a response from moderator.  Thanks 

[darlicious]

@Christinenitsa   $11.13 or $11.30? That sounds like the $10 basic plan cost plus 13% tax. These don't show in your transaction history? As a mistake ? Sounds like there's a system error in the payment department. Have the moderator reverse the charges (vs refunding) they should be able to do this by contacting your credit card company. Ask the moderator to launch an investigation into the system error. Then call your credit card company and tell them you will be disputing the charges and you are currently working with pm to have them reversed. Your c/c will flag them so you will not have to pay them on your due date.

[Christinenitsa]

I did thanks.  There are charges for $11.30 every three days for 2 weeks. Thanks for your help

[darlicious]

@Christinenitsa  I've only heard of the odd time that autopay has double charged upon renewal. If you have several charges on different dates and your card isn't on any other account with pm it sounds like fraudulent activity. Are there other charges on your c/c bill you don't recognize? You may want to put a temporary hold on the card while you figure out what's going on....check other cards billing as well to see if unusual activity is limited to this card only.

[Dunkman]

@Christinenitsa 

I would then contact moderator (PM employee ) to see what is going on.....

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator.  Type: Contact moderator. Follow the prompts to submit ticket.  

[Christinenitsa]

I contacted credit card company. Ok the credit card company is saying that public mobile has to go through their merchant service account to get refeance numbers. This is a 6 month old account and this has never happened before no changes to acct

[PAULRANG18]

Firstly, check with the financial institution to ensure there are no fraudulent charges incurred. If there aren't, check PM transaction/payment history to verify charges on your cc account. Contact a moderator by clicking ?, bottom right, and follow instructions to submit a ticket if there are any transactions which are in error.

[totalUser]

Hi @Christinenitsa 

Can you call your credit card company and get the reference numbers for every charge. 

Some of them may be pending ghost charges.

If there are any that are not on your account or if they are on your account but don't make sense, contact moderators with for each charge date reference and amount and let them sort it out.

You can reach them by clicking on the question mark and informing Simon that you have unauthorized charges, he will give you an option to file a ticket

Is that the only account you have with public mobile? Did you buy any add-ons? Did you order more sim cards from public mobile? Does anybody share the equipment with you and could have used auto fill to make purchases.

Hope you figure it out soon

[geopublic]

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@Christinenitsa wrote:

I have charged all over my December credit card bill for December. These charges are not showing up in my account.  Did not order extra services. How do I get these charges reversed?

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@Christinenitsa  Are you sure the charges are from Public Mobile? if yes, and they are not from your account then maybe someone else is using your credit card. If that's the case you need to resolve this with your credit card company.

[NDesai]

@Christinenitsa If you activated on Dec 1st, you would be charged again on Dec 31st since all plans are for 30 days. Please check your payment history in your self-serve account. Post the screenshot here so we can explain this to you.