Multiple data charges!

[msy]

I need to get support on multiple data charges on phone, used by my son. The data is unused, and I would like the charges reversed (and data taken back).  The chatbot gave me a support ticket link but it did not work.

[JRod]

@msy 

You will hear back from a customer support agent. Just keep an eye on your mailbox here on your community account. Unfortunately you can reply to those messages multiple times so unless you can get your son to stop replying to those, the only remedy is to get customer service to remove your credit card from the account so you can’t be charged if those are replied to. 

[msy]

Thanks the link to CS_Agent is useful, I did not see it anywhere prior. The real problem is there were multiple replies to a message that looks like below. What is weird is there is no time limitation on the reply. I hope to hear back from CS_Agent.

"To continue enjoying data services, reply YES1 to get 1GB data for $15 or reply YES3 to get 3GB data for $30. Extra data valid for 30 days. The full add-on amount will be charged to your credit card if there are insufficient funds in your wallet. Reply STOP if you no longer wish to hear about Public Mobile offers."

[Chalupa_Batman]

Hey @msy 

So you're saying this phone belongs to your son or it's your phone and your son purchased data without your permission? See, here's where it get's sticky. You are responsible for your phone. Or if it's his phone then because he's a minor, you're responsible for his phone. This is how Public Mobile will see it. They may not refund you however they may consider a credit to your account. Good luck.

[JRod · Accepted solution]

@msy 

Hello! The chatbot ticket system is broken and doesn’t work all that often so please reach out to customer service using the community mailbox to explain the situation. 

Usually PM is no refunds but in this instance depending on the agent you get they might make an exception. They also might be able to advise on a way to opt out of those texts offering data top ups. The other way to prevent this is to ask customer service to remove the credit card from the account so that you can’t be automatically billed if a data top up text is replied to. 

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).