Overcharged

[briannawhitney]

• I loaded my account with enough funds to pay for the new plan come renewal time, originally I was going to just start it then but it seemed like id be paying an entire month fee just for a couple days so I selected change plan on next bill, I know it didn't update my plan then because I still didn't have data. Anyway next bill came it seemed to have taken the fund but not renew the plan using it so I had to reload it again, how do I get a refund 😞 thanks anyone who reads

[briannawhitney]

Now that you mention it I think thats probably what happened, and I was charged half my bill this month so I think its balanced itself out now.

[softech]

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@briannawhitney wrote:

I didnt notice because my phone service wasnt even re-initiated. I have submitted a ticket thank-you for all your help!

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@briannawhitney   was your account status showing Suspended when you requested the plan change?  if so , that might be the reason.  

[briannawhitney]

Okay thank you very much!

No I did not want to be charged immediately I wanted to renew on my next date , so I selected renew on next date and it charged immediately, I didnt notice because my phone service wasnt even re-initiated. I have submitted a ticket thank-you for all your help!

[softech]

@briannawhitney   open ticket with Chatbot could be trouble, use the direct message method:

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

for charging immediate, was that what you want?  Did you click Change plan now?  If you clicked that, then it was the correct behaviour. 

Or you clicked Change on next renewal date but the system still charge you immediately?  That usually won't happen, but if it did, open a ticket with PM and see if they can do something about it

[briannawhitney]

It updated to the new plan it just charged me immediately for it instead of on the new renewal date, sorry does that answer the question? Should I open a new thread to figure out why I cant open a ticket? I selected trouble verifying and filled out the additional information and still can't get it work to open a ticket with support

[softech]

@briannawhitney open ticket with direct message to PM Support

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

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

Again, are you on the new plan you want or you are still on the old plan?  what is it showing on your My Account about your current plan,  the plan showing there, is that what you want?   Login to My Account and check from the main page, something like this:

https://selfserve.publicmobile.ca/Overview/

[briannawhitney]

Hi thanks for replying Im having another issue now though. I did get service after it renewed on the regular renewal date but not after it took my payment for the end of the month even though I selected renew on next bill. Im trying to open a ticket now and it says '

Service unavailable. Please contact the Customer Support Agent you have been communicating with.

This is when im trying to input my phone number, also happening if I try to login. This was also happening when I tried to do it before.

[darlicious]

@briannawhitney 

The system issue affecting plan renewals has now been resolved. Reboot your phone and check to see if your services are now working.

Then check your available funds. If your recent top up payment is there then just let it pay for your next renewal. If it isn't check your transaction history. If you accidently paid twice for your plan contact customer support and ask for a credit back to your account balance. Customer support will reply to your private message box in the morning.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech · Accepted solution]

@briannawhitney   

First of all, do you have service now?  If your renewal date is today , April 1, there is a ongoing problem with PM with Autopay and renewal and you might be affected.

So, you have click change plan twice and PM took money twice?  Did you login to My Account and check the Transaction log (https://selfserve.publicmobile.ca/Overview/payment/Payment-History/) and confirm if you see two entries about PM taking the money on the same day?   If so, also check if  the amount of one of the two transactions ended up in the Available Fund. ?  If the fund is there, you can in fact leave the fund there and it could be used on the next renewal 

If they took the money twice on the same day but you didn't see  any fund get stored in the Available Fund, you can open a ticket with PM Support and have them to look into it further.  To open ticket with PM Support:

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there