Over charge

[docandres]

I need to talk with someone about my account.  I was put into a $40 plan instead of the $15 plan I have always been on.  In addition I was not given my discounts for loyalty or automatic payments.  How can I submit a ticket?

[HALIMACS]

👍 @docandres 

[docandres]

Thanks  --- All good with Public Mobile.  They responded quickly and gave me credits.  Gracias amigos y amigas.

[hTideGnow]

Hi @docandres there is really little chance PM changed your plan.  

PM has sent out text before to promo the $40 plan.  All they ask is people to reply YES and it will schedule a plan change for you.  Maybe you replied YES by mistake?  Many apps has auto reply ot suggest replies, maybe you clicked that?

[HALIMACS]

@docandres 

The thing about pre-paid is you're not really 'overcharged'.   You are simply charged for what you (or someone who got / was given access to) setup from your account.

Make sure this information is known before seeking recourse from Public Mobile.   

The best you might expect is to be switched back to the $15.00 plan (if that's what you wish to remain on), and the extra funds placed in your Available Funds to be used towards a future renewal.

So far as the renewal credits, they should be able to manually apply those amounts, or at a minimum add the equivalent value of them, to your Available Funds.

In the interim, make sure you've secured your account login credentials and consider updating them to ensure only YOU have access to such.

[dust2dust]

Does anybody else have access to your account? Are your services working? Do you have a charge on a card of the higher amount? Click on any little spinner refresh icons you see lower down as well as the private mode mentioned.

Adding - did you also reply yes to a promotional offer a while ago (not the freebies)?

[Debugs]

The easiest way will be talk to SIMon the chat bot and file a ticket.

[softech · Accepted solution]

@docandres so, you never try to make thr plan change?

if you login My Account using Incognito mode, what  plan is it showing on your Plan & Addon page? $40  or $15?

Can you check the Payment History and check the transactions for thr last 2 months.  Were they charging $40  or $15 on the last 2 months.  Maybe provide us the screenshot 

If you need further investigation, 

Just open a ticket via Chatbot for PM Support :

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

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