I have been overcharged twice and no one is resolving my issue

[bkerr]

Good Morning,

I have been working with the Ritson Road Distributor in Oshawa regarding the overcharge to my credit card on April 20, 2021.  My husband and I went to the Oshawa store to move from Koodo to Public Mobile and Ethan the salesperson was having issues moving my phone number over and it was at this time and three tries that the system charged my credit card three times at $39.55 each time.  I have called the store multiple times, left voicemails and  finally my husband stopped in but left without any resolution.  Finally I called the store yesterday and informed Lake the Manager than no one was calling me back.  Lake called customer service and they advised I should use this platform.   I have an account with Public, .  Please contact me through this medium or at  regarding how I will be credited for this overcharge of ****.  Thank you.  

[softech]

I honestly don't know what the Mod are doing when they are online.  I tried the tagging trick but still no one reply. 

If we can monitor and response like within 5 mins.. why can't the paid staff?  I am not saying they have to action on everything, but prioritize your work please.... 

To me, I think an editing request to mask out person information is important..   Also people with activation issue is important.   I heard so many ppl already want to leave PM when they have the activation issue and no one reply.   

[darlicious]

@barndoor @HALIMACS 

Andu just responded to both my report and my private message and told me he edited the post. FYI tagging a moderator in a thread rarely will get their attention especially late at night when they are busy handling requests from customers that they can perform without having to chat with them first.In a case like this with such sensitive info posted the best response by one of us is to report the post. I had the added advantage of already having an open conversation from earlier so I could double down.

@barndoor 

Funny how you put your attention on @HALIMACS ......if you want my timeline......

1. OP posts.
2. About 18 minutes later I see the post and quickly ask the OP to edit.
3. I checked to see if they were still online. ( They were.)
4. I checked if any oracles were online. There were none.
5. I proceded to type out my long post and saw that @HALIMACS  had responded.
6. I replied to @HALIMACS .
7. I then reported the post.
8. Then I sent a private message to Andu in the same conversation/pm/ticket.

It took about 100 minutes from the time I reported the post and sent the pm to Andu for him to edit. That's pretty good for a task that's not one of their main duties and that's usually something we rely on the oracles for....maybe they need a "night owl" on the team?  @Jb456 had that as an asset... along with many other gifts in being able to help customers with unusual issues.

[HALIMACS]

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@barndoor wrote:

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@darlicious wrote:

@barndoor 

Just out of curiousity what would they be doing then if not monitoring here ? 

@HALIMACS 

Thats why I gave you a Bravo  ... you tried to fix it . 👍

SInce customers who may not be experienced  in the ways of bulletin boards are forced to come here for help why is there not a monitor available 24/7. Is that not  the least that PM could do if they are saving so much money by not having employee staffed customer support available online  .

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Thanks @barndoor - i somewhat agree with the constant monitoring comment.

The following threads are very good reference to the Community purpose, roles, etc:

Beginner’s Guide to the Community - Community (publicmobile.ca)

How to Navigate the Community - Community (publicmobile.ca)

The site is not monitored 24/7, however it very nearly is.   New users should really know what they're getting into when accessing an online-only platform of service.

[barndoor]

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@darlicious wrote:

@barndoor 

This is a tough one in the middle of the night with no oracles and two late night moderators that generally are not responding to messages/tickets. 

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Just out of curiousity what would they be doing then if not monitoring here ? 

@HALIMACS 

Thats why I gave you a Bravo  ... you tried to fix it . 👍

SInce customers who may not be experienced  in the ways of bulletin boards are forced to come here for help why is there not a monitor available 24/7. Is that not  the least that PM could do if they are saving so much money by not having employee staffed customer support available online  .

[HALIMACS]

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@barndoor wrote:

@bkerr  

Its a sad display  on PM 's part ...I'm sorry you have to go through this  but it is illuminating for the rest of us as to what level of expectations to have  here . 

Instead of handing out advice maybe the mayors here should be contacting the moderators for the OP and getting things to happen ...

Like @HALIMACS  only with a bigger stick . 

Why could the store not return the money ???

Leaving personal info posted for well over an hour ??

Edited to add ...two hours now ? surely a safeguard  could be developed for this issue . 

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@barndoor 

Nice thought, @barndoor, re your comment, "Instead of handing out advice maybe the mayors here should be contacting the moderators for the OP and getting things to happen ..." 

This is precisely why I tagged Andu_S in my earlier reply as he was showing to be online at the time.

Mayors (just like everyone else on this forum without a "PM" or "MOD" designation) are just customers like you - we have no direct influence on Public Mobile staff nor can we amend posts which contain questionable or personal content.   Oracles do have that capability, however, none were online to make the amendment.

We are limited to replying to the OP (original poster) to advise them to amend their post, or tagging an Oracle or Moderator to request same.

Thanks for your consideration.  😉

[darlicious]

@barndoor 

This is a tough one in the middle of the night with no oracles and two late night moderators that generally are not responding to messages/tickets. Although I had hoped that by reporting the post and replying to the moderator who had messaged me earlier would illicit a response. The OP didn't reply either.....

Don't get me going on koodo.....who will activate pm customers but can be unethical, overcharge, misinform etc.....or on a rare occasion do a good job. I actively discourage customers from using koodo for their pm needs they are the fido of telus.

[barndoor]

@bkerr  

Its a sad display  on PM 's part ...I'm sorry you have to go through this  but it is illuminating for the rest of us as to what level of expectations to have  here . 

Instead of handing out advice maybe the mayors here should be contacting the moderators for the OP and getting things to happen ...

Like @HALIMACS  only with a bigger stick . 

Why could the store not return the money ???

Leaving personal info posted for well over an hour ??

Edited to add ...two hours now ? surely a safeguard  could be developed for this issue . 

[softech]

@bkerr  sorry to hear about your issue

Yes, activation sometimes caused this issue.  I think they might see activation timeout and helped you to activate 2nd time and even 3rd time with new SIMs.  Likely multiple accounts were created  and hence  got charged multiple times.     

Contact the Mod as advised above.  Mod can sort this out easily and closed all the other accounts.   They would be able to refund you but that might take 2 to 3 weeks.  Your other choice would be to move the overcharged fund into your current account and this choice will be a lot quicker than waiting for refund on your credit card

(yes, when my relative activated his account, he has gone through exactly the same issue )

[darlicious]

@HALIMACS 

I see they haven't edited yet.....they were online when I posted....

Edit:

Reported the post but maybe able to do one better.....

[darlicious]

@bkerr 

Salespeople ( especially koodo ones) should know better when they encounter payment or activation issues that end up charging the credit card more than once.....and handle it better when you are seeking redress but at least they pointed you in the direction of the community...we can definetly help.

If you can log into your self serve account and check to see if the extra charges on your credit card are sitting as available funds in your balance then its easiest to leave them there to just pay for your upcoming renewals. If they are not there or you prefer a refund ( that can take up to 30 days) then you must message with a moderator.

The only ones that fix this type of problem are the moderators ( pm employees) who you can contact two ways....either thru simple simon the chatbot by clicking on the chat bubble at the bottom right corner of your screen and typing "account specific issue" and "human" and following the prompts to submit your support ticket.

or

By sending a private message....

To speed up service when sending a private message it is suggested that you include account info to verify your account to cut down on messaging back and forth before an issue can begin to be resolved.

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less if there are new trainees. Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[HALIMACS]

@Andu_S    can you please edit this OP's initial post of personal information.    It may be possible they are unaware they are posting on a public forum.

(might also be good for the mentioned issue to be managed, too...  😉)

[HALIMACS]

Hi @bkerr 

What you describe is an unfortunate situation that the merchant should have been able to manage and avoid.   At a minimum, they should have been able to consult with Public Mobile to get this rectified without you needing to do this.

If the erroneous charges have posted to your credit card, and they are not displaying in your "available funds" section to be used as credit toward future monthly renewals at Public Mobile, then you should contact a Moderator to get them refunded to your card.

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[darlicious]

@bkerr 

Most importantly right now you need to edit your post of your sensitive info immediately ( acct # and phone # as its a public forum and can be used fraudsters....

Go to the 3 dots at the top right corner of your post to edit that info out...then I can help.