Getting Double Billed! Can’t create a ticket!

[Dianacrossman]

Ive been getting double billed, or i guess triple billed! My phone and my som’s phone is under same account and cant login properly! Is there an actual phone number or email address to get help!?! Can an agent contact me?!? Fed up and ready to just cut both lines off since im paying for three and no-one to contact. 

[Dianacrossman]

I contacted them. Theres not two lines. Theres two different charges a week old not in pending 

[CSA_PM]

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

[BKNS27]

@Dianacrossman 

It depends on how you changed his plan. If you click NOW to change his plan. You will be charge for the old plan plus the new plan.

If you clicked on Next Renewal Date. Once the old plan expires the new plan will start and only charged for new plan.

The agent can see what you clicked.

[Dianacrossman]

Not double charges. Downgraded plans for my sons phone so they are charging me for both plans under his phone and another under mine

[Dianacrossman]

Well i guess they bumped my line off be ause it was the first line associated with the email. Ready to just cut off both lines. 

[softech]

@Dianacrossman 

PM has a strict one email one account system, you cannot combine them even you want to.  If there is no other email used, it could be an older account and was not properly setup from years ago, over 5+ years

for your login problem and billing issues, I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Dianacrossman]

theres no other email. Somehow got combined  

[BKNS27]

@Dianacrossman  

It is not possible to have 2 lines under 1 account. Only 1 account/1 email so there is a different email ID for your son’s account.

Contact a CS_Agent to help you login to you and your son’s account to look at a possible refund/credit if double charged.

https://urlshortner.tiia.ai/xYpc_I 

[hTideGnow]

hi @Dianacrossman 

where you see double billed? if credit card, you sure not pending charges? 

if you see it on My Account , Transaction history and if the double bills are on the same date, then no worries, PM uses 2 lines to show a single charge for renewal, so, only one charge, not two

for login to 2 accounts on the same device, you had trouble because of browser cache.  So, use browser with Incognito/private/secret mode.  Or better to use 2 different browsers

and to ask PM agent to help, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage