Overcharged

[Mustafa3]

I have been charge twice monthly fees and can not hold customer service 

[Mark613]

Message to CS_Agents and ask for help. 

[softech · Accepted solution]

@Mustafa3 

Where you see the double payments?  Were they on the credit card or were they on the Payment History on My Acocunt (https://myaccount.publicmobile.ca/en/account/payment/payment-history ) ? 

If you see them on your credit card, check if one of the charge is just a pending charge while only one of them is the posted charge

If they are on Payment history on My Account,  please note that each renewal will show at least two transactions on payment history on My account.  Only one entry shows actual PM charge, show how much PM charged your card and applied the amount to your Available Fund in My Account.  The other entry, likely couple hours later on the same day, will be showing how PM uses the money from your Available fund in My Account for plan renewal.

Post us a screenshot of you have questions 

[Meow]

It could be one payment is Pending. Confirm with your credit card company. Pending will go away in a day or two.

In case you still see 2 actual identical payments and nobody else is using your credit card contact agent:

To Contact CSA-agent: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent
Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Just type ‘ticket’ and follow prompts. Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.
If opening a ticket does not work very first time, contact agent directly: send a private message to the CSA - agent by clicking (Ctrl+) Here
Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.
Watch for envelope in top right corner of Community page. It will show Number of unread emails.

[Handy1]

@Mustafa3  First check credit card and make sure one charge is not just pending . If both charges are posted and the difference is not in your my account in available funds please message support here 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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