How do I follow up on payment investigation by Public Mobile. I have been waiting over 2months

[Nnnooo]

A ongoing payment investigation made on the Public Mobile side, when I raised a double charge issue, My Visa card was being double charged twice a month, every month between August 2023 until Feb 2024) once I noticed the double charge I contacted public mobile. Note this this double charge happened for 1 account with 1 account number. On the 1 and then again on the 2nd of every month for 6 months.

on February I raised the issue once I became  aware of it . It has been 2 months now and PM has locked me out of the account. This is inspire of the fact that  I have notified visa to do an investigation and they froze that account. In March I setup a new payment method with public mobile and kept an eye on any double charges ( which did not happen once I closed the other visa and my bank opened the fraud investigation through my bank)

all of a sudden my PM account,  while awaiting the payment investigation made on the Public Mobile side; my account gets closed off in spite of the updated payment method and the fact that I was double charged for a period of 6 month erroneously

customer service have been handing me over to a new agent every shift, it has been over 2 months and now my account is locked and I do not want to pay back OVER payments! As that defeats the purpose.

can someone from the escalation / resolution investigation team from Public mobile please reply!

[Nnnooo]

Thank you!

[hairbag1]

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@Nnnooo wrote:

Customer support insist there no such thing as escalation and that I should pay. I asked for confirmation on what happened..why did my account get locked. There was no back charge by the bank card that was currently on file...to prove that PM took a payment of 10$ last week. I feel like this is not normal business... where and how do I complain about these services... CCTS are my only idea.....now I do not what else to do

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If you feel that strongly, then yes...make a report to CCTS to have them investigate. Save all the past and future correspondence with PM about this concern. Good luck and keep us posted.

sp

[Nnnooo]

Customer support insist there no such thing as escalation and that I should pay. I asked for confirmation on what happened..why did my account get locked. There was no back charge by the bank card that was currently on file...to prove that PM took a payment of 10$ last week. I feel like this is not normal business... where and how do I complain about these services... CCTS are my only idea.....now I do not what else to do

[hairbag1]

@Nnnooo 

that's been going on for too long indeed. I suggest you send another message to Customer Support and request your issue is escalated to a  senior agent and to contact you with a progress report within 48 hours.

[Nnnooo]

Absloulty did not open 2 accounts. Both charges...days apart where under 1 account number..which had 1 phone number!!!!! Thought the entire time. I was sick for 6 months so I was not checking my visa.

thank soir the help...I know we are all customers here, was just hoping to get someone who had a similar experience 

[hTideGnow]

HI @Nnnooo 

2 charges per month in the beginning, maybe you created 2 accounts some how

but we are customers only, we cannot help much.  You should continue working with PM support agent and ask them to escalate.  Reply the support agent's reply