Multiple payments

[Croft]

Why did PM take three payments of the same amount (full monthly bill) from my credit card on May 27? When will it be corrected!

[Chalupa_Batman]

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@Croft wrote:

I answered yesterday but my answer is not showing up. I have only one phone and one account and have used the same auto payment with the same credit card for years. I have requested no changes to my account. Nothing has changed for years, PM has simply billed the same charge three times on the same day. The three identical charges have moved from pending to current charges within my Mastercard account and they want the balance paid off by June 8 or I will be paying interest.

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Hey @Croft 

Just got home from work. So if they've moved from Pending and you've confirmed this with your credit card company, then yes, create a ticket to customer service and request either a refund or credit to your account. If you request a refund, it should appear on your credit card within 72 hours. If a credit is OK, it will show up instantly. 

[hTideGnow]

hi @Croft 

we are just customers here and cannot help with that .

But have you opened ticket with PM agent yet?

[Croft]

I answered yesterday but my answer is not showing up. I have only one phone and one account and have used the same auto payment with the same credit card for years. I have requested no changes to my account. Nothing has changed for years, PM has simply billed the same charge three times on the same day. The three identical charges have moved from pending to current charges within my Mastercard account and they want the balance paid off by June 8 or I will be paying interest.

[slusagm]

you don't have another account with PM? just one? you sure they are not just pending charges?

or did you try to change plan using Change now? ask PM to help

 Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[Chalupa_Batman]

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@Croft wrote:

Why did PM take three payments of the same amount (full monthly bill) from my credit card on May 27? When will it be corrected!

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Hello @Croft 

Please contact your credit card company and confirm with them these are not pending payments. This is a common thing that happens.

You can also log into your account and check your payment history to see if 3 payments actually came out.

If 3 actual payments came off your credit card, then contact customer service.

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.