Incomplete transaction history

[Grant58]

Why will Public not be honest in the transaction history they provide online and show the taxes they collect? The amount charged to my card never matches what they show b/c it does NOT include the taxes they collect which ARE part of the transaction even it they call this a prepaid service.

[dust2dust]

I use private messaging. The response is fine. I got 404's from the chatbot so I used private message. One time I was sent a link to login or send a code. For some reason the login didn't work so I used the code. All fine.

Another time I was asked:

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I need the phone number, the 4 digit PIN or

please send me e-mail address, last 4 digit of your credit/debit card account number and last payment date

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I replied with the number and the pin. Done.

If one were to get some of these things wrong then they start asking more questions. Which I think is good.

[computergeek541]

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@Grant58 wrote:

Sure I do that, but today I am frosted b/c now they are asking me for 7 different pieces of information in order to process the request. I can understand 1, maybe 2 like your pin and one other, but 7??

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You shouldn't have been asked any of the identification questions unless a private message was sent directly to CSA_Agent. When using the SIMon chatbot, all authentication is done automatically.

[darlicious]

@Grant58 

Taxes are not shown in the transaction history since they are not retained on your account but remitted on your behalf to the appropriate provincial and federal tax agencies. Your available funds in your account are then available to purchase pm products with tax already paid. Its for ease of the system and simplicity of prepaid services. Don't use autopay if you want to see the tax added when purchasing prepaid account credits. 

[dust2dust]

He's talking about doing manual payments. No you don't see it from autopay.

Philosophically and probably legally from the CRA of course you're right. But it has always been this way here. I guess their legal department figures it's all fine.

[Grant58]

Not following you. I use auto pay and when I look at the transaction History, I don't see the tax, nor am I seeing anywhere a submit button

[CountyDownIeUk]

@darlicious 

@Grant58 

Rather than the extra step of vouchers...any top up done on the PM website from a computer will show taxes...just hit any key or enter key "before" you hit the SUBMIT key and taxes will show, screen print it, then do the Submit. 

[darlicious]

@Grant58 

Send @CountyDownIeUk a private message for your request.

The alternative to have receipts showing the taxes paid would be paying by voucher. When purchasing a vouchers you will recieve the voucher (ie.$20) and your receipt (ie.$20+$2.40/12% tax=$22.40). You can use these along with a copy of your transaction history for accounting purposes and then request an invoice of your billing history in 180 or 360 day formats. If you request the 360 day invoice after your renewal dated after December 2nd each year it will include all of your billing history for the previous personal tax year.

[Grant58]

How could I get a copy of the excel program you wrote?

[CountyDownIeUk · Accepted solution]

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@Grant58 wrote:

Sure I do that, but today I am frosted b/c now they are asking me for 7 different pieces of information in order to process the request. I can understand 1, maybe 2 like your pin and one other, but 7??

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@Grant58 

Welcome to the online world of verifying yourself. ☹️☹️

Perhaps you have hit an overzealous newbie CSA.

7 pieces of info sounds like an overkill for sure.

1. Start date

2. Account number

3. Phone number

4. Email address associated to account 

5. Name and address on account, which does not need to be correct...but if for tax or employer it should be correct. 

6. Last number called, date and time. 

7. Alternate number on account 

8. PIN number 

[CountyDownIeUk]

I have built an excel program, for personal use, that can create a receipt that includes taxes based on your provincial taxes based on your 30 days of transactions....what transactions you include or exclude is your choice. You will see why, if you try it. It is good to a point. Where it lacks credibility is for community $ rewards...should they show taxes or not? Should $ rewards be included or excluded from “your”  total payment. I can argue either way...they should....they should not. And for accounts that are points rewards that turn into $ discounts....I am not even interested in revising to make that work. If any one wants a copy let me know...is for personal use only. 

edit. Excel program “receipt” does not include the value of freebies received. 

[hTideGnow]

HI@Grant58   I understand your frustration.  But honest, I don't think you need to answer all 7 questions perfectly , you are ok to miss one or two, I think

And  because PM support is all online, they have to be very careful just incase someone open the ticket and pretend to be you and ask to do more serious harm, like change sim card.  Good thing is that the identity validation is the same level of difficulty even you are opening a simple ticket.  Personally I would rather that than a cheesy verification

[Grant58]

Sure I do that, but today I am frosted b/c now they are asking me for 7 different pieces of information in order to process the request. I can understand 1, maybe 2 like your pin and one other, but 7??

[hTideGnow]

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@CountyDownIeUk wrote:

Nothing dishonest. Is lack of understating on your behalf. Most prepaid phone mobile and voip  plans work that way. 

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exactly.  It's not honest or dishonest.  Just need to understand the system.

[softech]

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@Grant58 wrote:

Who is showing you the taxes, Public or you Credit provider? Should you have to wait 30 days or so to check that they haven't made a mistake?

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@Grant58   not hard to check.  You have a $25 plan and for example you are in BC with 12%.  You paid today, you check your credit card and see a $28 charge.  Bingo.  done.  Correct tax applied

[CountyDownIeUk]

Nothing dishonest. Is lack of understating on your behalf. Most prepaid phone mobile and voip  plans work that way. 

Your balance, debits and credits show in your Account as taxed money. 

Just say you make a non refundable $22 top up. 

$22 dollars will show in your balance. (That was taxed)

You buy a $10 add on. 

Your balance is now $12 for future purchases. 

If you do an online top up on a computer and hit any key before you submit the screen will change and show taxes and the full charge to your auto pay. 

[hTideGnow]

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@Grant58 wrote:

And a transaction, which is charged to your credit card needs to show tax. This is a transaction, not the price of the plan I am talking about. If i go to london drugs and buy something for $40, that is the price, but the transaction receipt I receive does show the tax and total.

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HI @Grant58   Unfortunately it is what it is .  This has been like this from the beginning.  I don't think they are going to make any change at the moment

if you need an invoice with tax showing on it, please open ticket at  https://publicmobile.ca/chatbot.

Follow this to get to ticket open screen quicker:

First Type: I need a one-time invoice sent to me
It will give you some options and one of them is "I need a one-time invoice sent to me", click on it,
Next click on "Contact Us" , and then 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

[Grant58]

Who is showing you the taxes, Public or you Credit provider? Should you have to wait 30 days or so to check that they haven't made a mistake?

[MrSpock]

@Grant58 How is that not honest come on they show the extra amount for taxes on your credit card Or your receipt for a voucher don’t they do you think they are trying to fool someone ?

[softech]

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@Grant58 wrote:

I need the complete record for my accounting. I can ask for the invoices but today they wanted me to provide 6 additional pieces of information and a code they sent to my phones. Their suggestion was to go to Kodoo instead.

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@Grant58   you need to open ticket with PM Support for official invoice.  It might take two weeks or so

Yes, PM is prepaid provider and hence they didn't put the effort for official invoice like this (Prepaid is more for people who comes and goes

for better invoice, Koodo and Telus might be what you are looking for

[BKNS27]

@Grant58 

Everything online does show all taxes and shipping charges until you complete your order.

Provinces have different provincial sales tax but they could be easy use the area code of your phone number to figure that out though.

[Grant58]

And a transaction, which is charged to your credit card needs to show tax. This is a transaction, not the price of the plan I am talking about. If i go to london drugs and buy something for $40, that is the price, but the transaction receipt I receive does show the tax and total.

[Grant58]

I need the complete record for my accounting. I can ask for the invoices but today they wanted me to provide 6 additional pieces of information and a code they sent to my phones. Their suggestion was to go to Kodoo instead.

[softech]

@Grant58 We are in Canada, Tax on top of everything (at least most things, 98%  🙂 )

It is not an honest or not matter for not providing tax on the transaction log.  They never hide the fact that tax on top.  All providers advertise their plan amounts only and you need to know you need to add tax

It's more PM being lazy not to implement that.  They are using the same template regardless of your province and in the current layout, they don't need to do extra programming to sort out the tax.  

It is not ideals, definitely PM can do better, but I don't see it as a matter or honest or not