I paid twice

[KevinL234]

Hello I paid twice so I waited for the next month to pay 

the public mobile website changed its interface 

And now the funds are not in there anymore

Robbed much?

[softech]

@KevinL234 I had a feeling it night be a charge that got declined by the credit card.  But it's shows clearly that it was a charge back at the end , the Availablr Fund changed from $40 back to $0

For details of the chaegeback, please open ticket and discuss that with PM support

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[KevinL234]

Why would it reverse? I paid twice officially it should of stayed in my account I didn’t request a refund and plus you don’t give refunds

[softech]

@KevinL234 but you have a charge back.  Check your credit card account

[softech]

@KevinL234 it should be there in the Available Fund in My Account.  It can stay there for next renewal 

[KevinL234]

See look what happened here the 40 is missing when I accidentally paid rwice

 

 

[KevinL234]

Ah.balance is 0

[KevinL234]

I’ll try

[KevinL234]

I did with CS but the verification of account ask too many question and it’s too precise on the dates it asked for so I failed

[esjliv]

---

@KevinL234 wrote:

It wasn’t because it’s in two days

---

If you don't see the extra funds used up anywhere in your details history, call 611 from your device to check the balance. Maybe My Account is just being finicky and not actually showing it..., I dunno, possible?

[hTideGnow]

@KevinL234 check the Payment History first 

If there is no lines about how the $40 were used, open ticket with CS agent:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. start by typing : Contact CS Agent
2. then Click "Contact Us"
3. then Click "Other"
4. finally Click "Click here to submit a ticket"
   you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[KevinL234]

It wasn’t because it’s in two days

[esjliv]

---

@KevinL234 wrote:

Hello I paid twice so I waited for the next month to pay 

the public mobile website changed its interface 

And now the funds are not in there anymore

Robbed much?

---

@KevinL234 - did you pass your renewal and those funds were used to pay for your next cycle?

If not, check your payment history, here: https://selfserve.publicmobile.ca/en/account/payment/payment-history

Your Available Funds should have transferred over seamlessly to the new upgraded system, mine did.

If you still cannot see where the funds have gone, submit a ticket with CSA to ask them about it.

Methods to submit tickets to Public Mobile Customer Support Agents (CSA) found here: 
https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

[hTideGnow]

Hi @KevinL234 login to My Account, check the Payment History page.  Does it show lines about how $40 were used?  Maybe it was used in the renewal??

[KevinL234]

I did keep it for the next cycle then then website did a makeover and now the balance is at 0$ 

my bank statements says I paid twice and the old website of public had 40$ in account then all of a sudden new website 

[Timer]

@KevinL234 

go to your account do you that amount at Available Fund then ok keep it for next cycle will be taken from there automatically.

not see it then contact to support team by CS_Agent.

[JL9]

You should be able to pull up your transaction history and if 2 payments came out but there was no available balance after the self serve change you can connect with a CSA who can resolve that for you.