Missing money

[Murrh]

I’ve been trying for days now to get an answer to why there are two charges taken from my bank account this month. The only response I’ve gotten is that they only have the one payment….so why is there two separate charges gone out of my bank account? It shows public mobile twice in a row but nobody can explain this to me. This was the last bit of money I had until payday. I don’t know what else to do…

 

[Murrh]

It was indeed a double charge and I actually noticed a refund for it the other day. I can’t count how many approaches I took to finally get someone to address it. Being told it didn’t happen was making me feel like I’m losing it. 
It’s been resolved and that I’m thankful for. Also to all you wonderful people trying to help me figure it out!Greatly appreciate it!

[dust2dust]

I've read about this a few times here. How is it possible that the company can't track down where and how a charge was taken from a credit card? I feel your frustration.

As has already been suggested, we can only guess that you might have accidentally (with this terribly slow system) made what we call a ghost account. But again, the company should be able to track that down.

Maybe an idea would be to pause or lock your credit card for the next time those charges might happen and then the next day unpause and log in to your known account and make a manual payment to reactivate. This will suspend your account but it would also stop the ghost account. The ghost account would not try again. It'll just die out.

[Murrh]

Ty for reply. I’ve sent numerous tickets and the first two claimed only one payment on their end. My bank account shows otherwise. Send a screenshot with yet another ticket and was told they will get back to me in a few days. It’s ridiculous really. Only have the one account and have only ever had the one account. Why can’t someone explain to me what happened? Making me feel crazy. Right now I really can’t afford the extra payment. Don’t know what else I can do. How does it take days to correct an issue they created. Ughhhh

[computergeek541]

---

@Murrh wrote:

I’ve been trying for days now to get an answer to why there are two charges taken from my bank account this month. The only response I’ve gotten is that they only have the one payment….so why is there two separate charges gone out of my bank account? It shows public mobile twice in a row but nobody can explain this to me. This was the last bit of money I had until payday. I don’t know what else to do…

---

I would suggest removing the picture from your Community account.  The bank account informaiton is generally not something you'd want to be posting in public.

[esjliv]

@Murrh - have you submitted a ticket to Public Mobile customer support yet? If you only have one account with Public Mobile this is their ISSUE to sort out. When you activated did you have problems with your payment method and have to redo the activation?

This should not happen, but it has been posted before that duplicate charges will be charged when something does not go just as planned. Ask customer support if a duplicate account was created in error, and stress that you only have the one account.

IF you do a chargeback with the bank, it may cause you more issues with your Public account here. So, even though I know this is frustrating, I do suggest you escalate your ticket to a customer service agent asap.

[Murrh]

Best answer I could get. 
It’s not right to overcharge and take so long to check why. Why didn’t the first person I talked to the other day do this instead of tell me I’m wrong and do nothing? Sorry. Just so frustrating. Wish I didn’t need the money so badly. It was a loan from my brother for phone bill and groceries. Two phone bills no groceries 😣

[Murrh]

No no never asked bank to get involved. Has nothing to do with them in this situation. And I apologize for the two threads. I’m stund when it comes to apps and computer stuff. Did not mean to confuse. I had a reply from cs but no option to reply…should not be this difficult to address an issue. I’m just doing my best to get answers. And primarily the extra money taken. Ty for your help. 

[softech]

@Murrh you have 2 thread going on the same topic, kinda hard to follow

check this, idea is DO NOT try to get a charge back from the bank

https://productioncommunity.publicmobile.ca/t5/Get-Support/Charged-twice-this-month/m-p/1003581/high...

[Murrh]

Yes I spoke with my bank yesterday and you can see from my statement the money was taken twice. But yes I called bank to verify that. Best she could do was say hopefully it will be corrected. 

[hairbag1]

@Murrh 

if it was me, I'd request that this be escalated to a senior CSA for their explanation.

[Murrh]

I did msg cs directly to clarify. Most recently with screenshot but was of no help. 

[Murrh]

I did! Told me same thing…only one payment of 30.00 was added. Makes no sense

[softech]

@Murrh  did you confirm with the bank if maybe one of them is just a pending charge?

if both are posted charges, still no worry, open ticket by messaging support for them to investigate further:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Handy1]

@Murrh  Please message support to get this fixed and show them that screen shot 

Message support directly
       

• while your already here and logged in the community you can send a private message   To CS_Agents click >>>here.<<<