Monthly Overcharges

[NickyP]

It was just brought to my attention that public has been overcharging me monthly $30, each month, for almost a year. Each billing cycle, in addition to my regular subscription, there is a line indicating "Automatic Top up" for $30 + HST. I've never signed up for an "automatic top up" and I never, ever come anywhere close to using up all of my data. I'm so frustrating trying to contact someone, and address the hundreds of dollars of overcharge on my account. How do I resolve this? Nicole

[NickyP]

No previous issues with activitaion - although a good thought. I have submitted a ticket and it is being reviewed now. Thanks

[CSA_PM]

Hi @NickyP, 

I sent you a private message. You can read it and reply by accessing this link. https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[Dunkman]

@NickyP 

By chance, did you have issues when you first activated your account?  Sometimes, with some difficulties in activation initially, a "ghost" account is created and then customers are still being charged going forwards.  

Anyways, if double charged, hopefully you already submitted a ticket for CSA help.  If CSA has not contacted you, I will try to escalate your issue.  

[NickyP]

Yes...double charged on the credit card. But for the same account.

[BKNS27]

@NickyP 

You can redeem every 15 points for $15 credit off your bill. Looks like you can get a $30 credit. Login to your account and go to the Rewards tab> Browse Catalogue then to the 15 points/$15 credit and redeem.

[hTideGnow]

hi @NickyP 

where you see it double charged?  on the credit card?

have you submitted a ticket with PM agent yet?  It might be you activated 2 accounts by mistake

[NickyP]

Unlike your account...I am being double charged. Every month...additional $30. Even though I barely use my data

[NickyP]

I have 36.7 points and have never touched them. Didn't even know they existed. 

[NickyP]

Hi, I have checked my VISA and my bank account. This is how the overcharges have come to my attention. On my Public Mobile account is shows only my regular subscription. However, both my Public account payments and my credit card confirm monthly overcharge of $30 for many months.

[colleeno]

@NickyP 

This is what the payment info on my account looks like when using the PM app. I am not being double charged. The Top-Up to your account happens first and then the payment is taken out of your account. 

[Phil_Adelphus]

@NickyP   but I have no Public Points

You must have Public Points unless you have used them up or, for some reason, opted out.

[hairbag1]

@NickyP 

I think if you check with your bank, you'll see you were only charged for the plan you signed up for. During the activation process, you provided a valid debit / credit card for payment and it was set to Subscribe (Autopay). If you want, you can log in to your account to disable Subscribe...but you'll have to manually pay for your plan every 30 days thereafter....or your account will Suspend until paid. If not paid within 90 days, your account is deactivated.

[computergeek541]

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@NickyP wrote:

Yes. Every month. It flew under the radar because I thought the second $30 charge was my husbands plan. But just found out he, in fact, uses a different credit card for his Public Mobile payments. This triggered me to do a deeper invoice dive to find these monthly "auto-top up" charges.

---

That's not a sepearte charge. It's just a credit entry to show that the plan has been paid for. 

[NickyP]

Yes. Every month. It flew under the radar because I thought the second $30 charge was my husbands plan. But just found out he, in fact, uses a different credit card for his Public Mobile payments. This triggered me to do a deeper invoice dive to find these monthly "auto-top up" charges.

[NickyP]

Thanks for that idea, but I have no Public Points and have not used them as part of my mothly payment.

[NickyP]

I'm currently on the $35 75GB Can/US/Mex plan

[computergeek541]

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@NickyP wrote:

It was just brought to my attention that public has been overcharging me monthly $30, each month, for almost a year. Each billing cycle, in addition to my regular subscription, there is a line indicating "Automatic Top up" for $30 + HST. I've never signed up for an "automatic top up" and I never, ever come anywhere close to using up all of my data. I'm so frustrating trying to contact someone, and address the hundreds of dollars of overcharge on my account. How do I resolve this? Nicole

---

This doesn't sound to be an overcharge.  The separate lines for the plan and the automatic top up aren't separate charges.  They are simply there as one being a postive amount one being a negative amount.  This is in line with the double-entry accounting principle.

[colleeno]

@NickyP 

Does your credit card statement show this additional charge too?

[Phil_Adelphus]

@NickyP   If it's about a year, are you sure it's not because you are now being charged the full amount instead of having $ rewards automatically deducted from your bill?  The change to public points happened about a year ago, resulting in payments reverting to their original amount and rewards switching to points that you can use to lower your bill (or buy add ons).  To stop auto-pay log in to your account and toggle "subscribed" to "unsubscribed".

[hTideGnow]

hi @NickyP 

what plan do you have? 

Automatic payment is actually a requirement when you signed up with PM, you have to click the check box to agree to complete the activation

if you want to discuss with PM support agent, please  submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Handy1]

@NickyP  to contact support 

you can use the orange chat bubble bottom right of screen  or send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage