I got double charged who can help me to solve the problem

[baolimin]

Hi,

I activeted my my plan with 90 days/3GB plan on the 28th of Sep and paid $111 by my credit card. The next day I switch to 90 days/6GB plan. and was charged $135.6 which I shpposed to be charged the difference fo $24.6. I have sent a email to PM on the 3rd of Oct and got a case number, but up to now there is no furthur feed back. I don't know who can help me to solve my problem?

Thank,

Limin

[daredogg]

hey @baolimin thanks for the solution nod!

[baolimin]

I am really appreciate all your guys help here!

[Mary_M]

Hello @baolimin

Thank you for reaching out to us!

Actually, once a plan has been purchased and activated, you can't change it and pay the difference; the system will ask you for the entire payment of the new plan.

I can take a look into your account and work on a solution for you,  can you please private message me your phone number.

Mary

[baolimin]

Thank you so much for your help!

[srlawren]

@baolimin when you do an immediate plan change through the self-serve system, you forfeit whatever was left on your current plan cycle and start a new one, and get billed for the new one in the process.  There is no option through the self-serve system to change the plan mid stream (even a day in) and just pay the difference, unfortunately. The alternative is to use the other button to schedule the change for the end of your current cycle instead of applying the change right away, which would not have double-billed you, though you would have had to wait for the plan change.

As this was a misunderstaning of how the system works, I'm going to ask one of our community moderators @Mary_M, @Saray_O, or @Shazia_K to review your sitation to see if they can help.

@baolimin if you find this as frustrating as I do, I would ask you to take a moment to visit this Public Labs thread that I started to suggest allowing these changes through the system.  http://productioncommunity.publicmobile.ca/t5/Public-Lab/Ability-to-just-change-your-plan-right-away....  If you would like to support the idea, please click the up arrow (Bravo) button on the left to lend your support to the idea.

[daredogg]

Actually it appears that moderator went offline (probably done her day), but I'll tag the other two moderators who will help you when they log on... @Shazia_K @Saray_O

[daredogg · Accepted solution]

@baolimin you've come to the right place to get help. In my experience I've got nearly immediate help here in the Community than I did when sending an email to support.

When you switched to the 6GB plan the next day, did you choose option to "make change immediately"? If so, the system probably forfeited your first payment (the $111).

I'm pretty sure that Public Mobile can refund your first charge, but let's confirm that with one of the Community moderators. I think @Mary_M is online and she can help you. She'll respond when she's able. Hold tight, help is on the way!!