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Increase in plan amount charged to credit card

precurse
Good Citizen / Bon Citoyen

The amount you normally charge my credit card for a 90 day period is around $81-85. This month (June 3rd) my credit card was charged $100.80, which is not right.

 

Can someone please look into why this happened?

 

Thanks

12 REPLIES 12

@precurse 

LOL, if you knew some of the simple things we cant get fixed around here you would realize what a monumental thing you ask of Public Mobile!

 

AE_Collector

precurse
Good Citizen / Bon Citoyen

I appreciate the lower price and reliability, which is why I stay with (and recommend) Public Mobile.

 
All I'm saying is from a customer viewpoint that it would be nice to have a heads up if a bill changes -- a few dollars or not. At the very least, it would be nice to include the payment amount in the same texts message that says your auto-pay is coming. No additional text messages, so no more complaints from too many text messages.

 

Cheers

@AE_Collector 

Im in the same boat with you on this one......

 

@precurse 

     I understand it's a surprise to see a change in the cost of your phone plan.... butvrewards like discounts or promos dont last forever or have variables. Loyalty and autopay are consistent but friends come and go and the community changes every month.

    What surprises me is you obviously check your credit card statement every month before you pay it. Why wouldn't you check your "phone bill"? I suppose we are fortunate that our bill never goes up and there is never bill shock because their are no overages. Unlike other providers where you have to carefully pour over your bill with a fine tooth comb looking for their "billing errors,"new fees and plan increases hidden in small print and interest charges just short of usury.

     But there are rewards you can lose and they do send you a text the morning after your renewal telling exactly how much each of your rewards that was successfully applied followed by a second one telling you your plan was also renewed successfully......unless you don't then you know your autopay failed and you should check your account. Just check your account once a month then youll notice if there are any changes.....good or bad.

But the only real way to ensure your bill stays the same is to opt out of the perks. Referral credits can go up or down without you realizing it, loyalty credits arrive unannounced. Anyone who participates here on the community can earn a credit that easily changes every month. 

 

Then there are people who complain about too many messages sent to them and others who dont get enough info sent. There is no way to keep everyone happy. And I guess finally, when an amount is charged to your credit card you are still 3 weeks away from having to pay it so that’s another three weeks to analyze and prepare for the payment.

 

Sorry I’m not being overly sympathetic over a few dollar change in the bill that has nothing to do with a General price increase. We get low monthly plan costs in part due to a lower level of required customer service.

 

AE_Collector

precurse
Good Citizen / Bon Citoyen

That's fine, but I rarely login to my account to check since my bill payments are on auto-pay 🙂


I receive a text saying my payment is due, but that text doesn't include the amount that's due. With auto-pay I assume that my bill remains the same regardless.

Your Self Serve Account gives you a “heads up” Of the amount That will be billed on your next renewal every time you log in.

 

AE_Collector

precurse
Good Citizen / Bon Citoyen

Thanks, that must be it.

 

It would still have been nice to have some sort of heads up from Public Mobile about this. I understand that if it's a billing mistake that it should be fixed, but to do it silently without notice is not a great customer experience. 

gblackma
Mayor / Maire

@precurse check to see if you lost some friend referrals. PM cleamed up some dormant accounts that were still giving rewards. Stay safe 

20200512_193955.jpg

 

cellphoneuser1
Mayor / Maire

@precurse 

 

Which plan do you have any how much in rewards?  They fixed reward mistakes recently and that would make payments go up.

@precurse 

Can you provide a screenshot of your payment history so we can see how the breakdown of your charges are listed? Did you recently lose referral rewards due to the recent fix to the bug that did not remove referrals once they left pm? Remove any personal info before you post a screenshot of your account.

gpixel
Mayor / Maire

@precurse you can contact customer support here

 

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

 

make sure to check your inbox(top right corner envelope icon) periodically, for a message

 

Moderators are available from Monday to Friday from 8AM to Midnight EST and from Saturday and Sunday from 8AM to 10PM PM EST

yanzhiqiang
Deputy Mayor / Adjoint au Maire

Better contact moderator.

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