I’ve been charged twice for my plan

[ANew]

Hello, I’m writing because your company has charged me roughly $16 twice. I was informed initially by the 611 No., that Public Mobile had “made a manual payment” but, when I tried making phone calls immediately after, it would not work. So I logged onto my account online, where I was informed, that I hadn’t paid my plan, so I assumed that no payment had been made and I made payment myself. Of course I hadn’t then checked my bank statement which includes to payments to Public Mobile for exactly the same value. I simply request a refund for the payment I made myself.

[Gagan26]

Hello, I’m writing because your company has charged me roughly $35 twice. I was informed initially by the 611 No., that Public Mobile had “made a manual payment” but, when I tried making phone calls immediately after, it would not work. So I logged onto my account online, where I was informed, that I hadn’t paid my plan, so I assumed that no payment had been made and I made payment myself. Of course I hadn’t then checked my bank statement which includes to payments to Public Mobile for exactly the same value. I simply request a refund for the payment I made myself.

[HALIMACS · Accepted solution]

If you want to deal directly with the public mobile staff, they are called moderators.

To contact a moderator, there are 2 methods:

1. Use the ticketing system for a faster response time. Click on the bubble in the lower right and request moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket.
2. Send a private message to the moderator by clicking here

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.

[HALIMACS]

Hi @ANew 

I'm unsure if you're aware, but you're posting questions on the Community forum and not directly to public mobile staff.

You'll probably see that extra payment sitting in your Available Funds balance on your self serve account.  If so, I would recommend you leave it there until the next renewal and they will take from that to cover your next payment amount on your next renewal. 

[AE_Collector]

@ANew 

Public Mobile doesn’t go ahead and make manual payments so maybe you made a payment possibly after the accounts 30 days had expired? There is a reactivate button that sometimes needs to be clicked to get the system to check for enough funds, take the appropriate amount and get you working again. That rather than making another payment was likely what was needed.

So as long as there is $15 more than needed in your “Available Funds” total, even if you have paid twice this extra $15 will be there to make your next payment in 30 days which makes it just a bunch of unnecessary work to try to get refunded before you are back to to your next renewal day.

When renewal is coming up you can check that Available Funds at any time to see if you have enough $$ to cover it or if your credit card (if you have AutoPay set up) will supply the extra maybe or more top ups are needed to get you there.

AE_Collector

[JoyLuck]

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@ANew wrote:

Hello, I’m writing because your company has charged me roughly $16 twice. I was informed initially by the 611 No., that Public Mobile had “made a manual payment” but, when I tried making phone calls immediately after, it would not work. So I logged onto my account online, where I was informed, that I hadn’t paid my plan, so I assumed that no payment had been made and I made payment myself. Of course I hadn’t then checked my bank statement which includes to payments to Public Mobile for exactly the same value. I simply request a refund for the payment I made myself.

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Log into self service and see if the extra payment is in Available Funds. You can just leave it there and it will be used on your next renewal.