Overcharged on Credit Card an Automatic Top Up Fee?!?

[AuraM]

I just got my credit card statement and saw that I was charged an automatic top-up fee but no idea how/why? I am not a new subscriber, been with Public Mobile for years. When I searched the community, I see people saying “For new customers, autopay is turned on by default and there is a disclaimer advising customers of this during activation.  To turn autopay off, log into the Public Mobile app. The setting is in Manage Subscription, Subscription Renewal.  Tap on the Unsubscribe button.” I’m not a new customer but when I try to follow these directions, it appears as if I hit the unsubscribe button, I’m opting to shut off my subscription in entirety.  Please help! And yes, I’ve already submitted a ticket.

[AuraM]

I was indeed charged twice as shown in my credit card statement. 

[computergeek541]

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@AuraM wrote:

Thank you, that’s what I thought so not sure why that’s people’s recommendation to deal with this automatic top-up fee. I don’t even know what that is.  It’s an EXTRA $23 on top of my regular charge. 

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The automatic top up entry list in your account isn't a separate fee. It's just there to show that payment has been made. it's there to prevent the available balance in your Public Mobile account from going negative.  When the Public Mobile account shows a plan price but in another line shows a top up payment for the same amount, you've only been charged once for that plan.

[hairbag1]

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@AuraM wrote:

Yes, I did a plan change but it was only a dollar a month difference. I’ve changed my plan several times though and have never had this happen.

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Sounds like you upgraded plans last month and I suspect you opted for Change Now rather than Change on Renewal. If you did, you've forfeited whatever balance is in old plan and you paid right away rather than at new renewal date. That would explain why you were dinged X 2. 

[AuraM]

Yes, I did a plan change but it was only a dollar a month difference. I’ve changed my plan several times though and have never had this happen.

[AuraM]

Already done, thank you. I was just hoping to get some info while waiting for their reply. 

[hTideGnow]

hi @AuraM 

do you have more than one account?  $23 should be a $20 charge, did you request Plan change? or bought add-on?

[AuraM]

There is no option that I can find to turn off automatic top-up.  I don’t even know what that is or why I was charged an extra $23 on top of my regular fee.

[slusagm]

login My Account and check the Payment history page first to confirm first.  It should show how PM charged you

or if you like, submit a ticket with PM.  

 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 

[AuraM]

Thank you, that’s what I thought so not sure why that’s people’s recommendation to deal with this automatic top-up fee. I don’t even know what that is.  It’s an EXTRA $23 on top of my regular charge. 

[hairbag1]

@AuraM 

you can enquire with Customer Support by clicking the orange bubble on lower right side of page to start that process.

[AuraM]

I’ve always autopaid on my credit card so I have no idea why they charged me an extra $23 on top of my regular payment this bill cycle.

[hairbag1]

@AuraM 

in the past iteration of Public Mobile, you musta had AUTOPAY enabled in your account. To disable Autopay (now SUBSCRIBED)...just log in to your account to disable SUBSCRIBED. That'll stop autopay and you'll have to make sure to make manual payment every 30 days for your regular plan renewal.

[hTideGnow]

hi @AuraM 

What Automatic top-up fee you see and how much?

is that just your plan amount?

yes, you need Automatic topup to keep the service running.  If you turn it off, it won't renew and you will loss your service

and PM only charge your plan amount (plus E911 fees for some province) and no extra Automatic top up fees

[slusagm]

no, you are not leaving PM, turning off Automatic top-up just mean it won't renew after this current cycle.  Your service won't stop immediately, it will stop at the end of the renewal

you can always login and turn it back on

[AuraM]

Same thing just happened to me but if I do as the others have recommended, then it appears as if I’m opting to leave Public Mobile in entirety.  Did you get your money back? Did you ever figure out how to fix the issue?