I was overcharged.

[llsy9716]

Hello,

My plan was $40 every 30 days and suspended it in the end of June since I am out of Canada for a few months.

I have changed my plan to $15 one to activate my phone number on September 15th before it gets deactivated and paid $10 and $5 separately on September 16th today, but it seems I was overcharged $10 (Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit).

Please help me to understand what is happening and let me know how to get a refund.

Date / Transaction Type / Credit (Payments) / Debit (Charges) / Balance

Sep 16, 2020	Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit	$5.00		$10.00
Sep 16, 2020	100 Minutes Canada-Wide Talk/100 MINUTES d’appel au Canada		$5.00	$5.00
Sep 16, 2020	30-day plan/Forfait de 30 jours		$10.00	$10.00
Sep 16, 2020	Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit	$10.00		$20.00
Sep 15, 2020	Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit	$10.00		$10.00

[AE_Collector]

Somehow you must have added $10 on the 15th as well. Since you only have a $10 balance as long as there isn’t $5 in rewards each month there wont be enough to renew it again in 30 days so it will suspend again. You actually have 90 says from then to renew again so 90 days past the 15th or so of October. The $10 will be waiting there for you when you need t add more to reactivate the account. So I wouldn’t worry about it.

AE_Collector

[llsy9716]

I appreciate your help.

I am going to suspend my account until the end of November again and then reactive it, so I believe I will not lose my number and PM account.

Thank you for letting me know how to contact the moderator.

[esjliv]

Hi @llsy9716 .

Well if want to renew your next 30 days, I would just leave it as a balance on your account and it will go towards it.

But you mentioned you are away for a while? Where you planning on using your phone during this time?

There is a suspended feature on your self serve account, that if you turn this on you should not be charged for your next 30 days and after until your Reactivate it.

*NOTE: suspending your account means you have no services, until it is Reactivated.

BUT, please note if in suspended status for more than 90 days you lose your number and PM account. Just make sure to pay for your plan before then.

Make sense?

[llsy9716]

Thank you.

However, on my bank account, $10.50 was charged twice on 15th and 16th.

Should I contact the moderator then?

[will13am]

@llsy9716 , you have an account balance of $10.  You were not overcharged.  If you look at the middle column, there's $15 of charges.

[esjliv · Accepted solution]

Hello @llsy9716 ,

What does your "Available Funds" say? Does it say $10?

Did you check your credit card to see if it actually charged twice?

If so, and you are going to be away explain this to the moderators, maybe they can do something for you.

To contact the Moderator_Team, there are two ways to reach them:

1-Click the question mark on the bottom right hand side of your screen to talk to SIMon the chat bot.

 

https://publicmobile.ca.ada.support/chat/

OR

2-Contact the Moderator_Team via private message using this link.

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