I've been overcharged

[Albert_Benisti]

Hello, I am on the $20 plan and this month i have been overcharged and would like to understand where this is coming from. Thanks for your support.

[hTideGnow]

hi @Albert_Benisti 

if you got overcharged by less than $1, it could be the recent new 911 services charge

but if you got charged a lot more, then check My Account's Payment history to confirm.  If you still unsure, ask PM support agent to check:

 submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage    

[Handy1]

@Albert_Benisti  If you double check your credit card is one charge pending and the other charge is posted ? If so the pending charge should fall off . But if both charges are posted then 

you can use the orange chat bubble bottom right of screen  or send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[softech · Accepted solution]

@Albert_Benisti 

how much it was overcharged?

Please note that from July 31 2025, PM started collecting E911 Fees for provincial governments for those provinces that have the charge (AB, NB, NF, NS, NWT, PEI, QB, SK): 

https://productioncommunity.publicmobile.ca/t5/Announcements/New-Government-Mandated-9-1-1-Tax-to-be...

The charge is based on the area code of the phone number.  You can find out more and the exact charge for your province here:
https://www.publicmobile.ca/en/get-help/articles/911services