I was charged extra and I don’t know why! Please help.

[jydme]

Hi,

I’ve been paying $19.21 monthly (tax in) but in May, I was charged extra on the same day for $28.25. I did not add on any features and I couldn’t find out why in My Accounts. 

I couldn’t get through to anyone in the chat bot either, so any help would be appreciated!

Here’s what I saw on my credit card statement. 

Thank you!
James

[jydme]

Thanks for the quick help, everybody!

[jydme]

I see. I'm pretty sure I didn't do a top up, unless I accidentally triggered something via text or something. 

I do see $25 in available funds, so I'll keep monitoring this in the coming months. Thanks so much! 

[softech · Accepted solution]

@jydme   from the transaction log, you manually top up $25 yourself (or whoever have access to your My Account or access via *611 with your 4 digits PIN)

Check if you see $25 sitting as Available Fund in My Account.  if it is there, consider just leave it there for next renewal.   

Yes, you can try to ask for a refund but it will take a week or two to get the money back to your credit card 

[jydme]

Thanks for answering! Yes, my rewards brought down the plan to $17 + tax, so the $25 charge is an unknown. I've shared a screenshot in one of my posts, take a look. Thanks!

[computergeek541]

@jydme 

Your screenshot indicates the manaual $25 top up was made.  You should have an extra $25 in your Public Mobile account balance, and if you do, it may be easier to leave it there to pay for the next renewal.

[jydme]

Thanks for your response. No, I didn't change my plan recently, but I did refer my wife to Public in April. 

[jydme]

Thanks for the quick response! Here's a screenshot of my transaction history and the top line is the error and something I didn't add into my account. I'll try to reach CSA for this again. Thanks!

[dust2dust]

Yeah the first one is $17 plus ON taxes. $8 rewards? The other is $25. Points? Or other account? Or compromised credit card.

[computergeek541]

This looks to be a charge for a $25 plan.  Did you ask for a plan change recently?

[Dunkman]

@jydme 

Maybe screenshot your payment history page from your self service account. Omit any personal information. That would provide useful information.  

Do you have another account with PM?  

If you were billed in error, you will need to submit ticket for customer service agent help. 

You will need to contact customer service agent (CSA):

https://www.publicmobile.ca/en/on/chatbot.  Type: payment problem.  Follow the prompts to submit ticket.