Overcharged

[Jasperpilot]

I have been charged 5 or 6 times on my credit card 3 or 4 times by public mobile once by kudo. Any idea how I get my money back?

[Anonymous]

@Jasperpilot 

some charged payment is will be pending but is not charged but sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

or you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[esjliv]

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@Jasperpilot wrote:

I have been charged 5 or 6 times on my credit card 3 or 4 times by public mobile once by kudo. Any idea how I get my money back?

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@Jasperpilot  -

Do not be concerned about the Koodo charge if this was for an activation.

Telus owns both Koodo and Public Mobile. And for some reason during activations, Koodo can show as the vendor on the credit. For future charges it should be Public Mobile.

Ensure all these charges you see on your credit card are Authorized Charges.

Credit card companies can show multiple line items of charges (sometimes different amounts) when a vendor (Public Mobile) is making attempts of transactions/charges to your card.

Any Pending charges may fall away once fully Authorized.

Now, if there really was that many Authorized charges on your card, well, that is unfortunate.

In this case, confirm the extra funds are in you Available Funds. This means the money is still yours to use and will be used on future renewals of your plan.

(If the funds are not there, contact CSA.)

IF you are in a pinch, and need the extra money back, ask CSA for a refund.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[darlicious · Accepted solution]

@LeePublic 

You do not have to disable autopay to clear the balance as the payment system will always take the plan amount from the available funds first and will only trigger autopay if there is an outstanding amount owing to pay for the plan. Disabling autopay would then also cost the customer their $2 autopay reward.

@Jasperpilot 

If the charges are no longer pending and have been posted to your credit card account you can contact customer support to have them refunded back to your card. If the charges won't cause you financial hardship its best to just leave them in your account balance for future renewals. 

However if they are significant  or you think you may leave pm in the next few months or some or all are not showing in your account balance and transaction history then you will most definitely need the CSA's to investigate where they have disappeared to and refund you. Refunds can take up to 30 days so some customers will just choose to have missing funds immediately credited to their account to simplify matters.

Whatever your choice you will also want to make sure the CSA opens a tech team ticket to look into why the extra charges have been generated in your account and fix whatever the glitch is causing the errant charges. But if all the charges line up with your renewals and there is no missing funds just payments varying between pm and koodo then you can rest assured that all the payments are legitimate. For some reason in the last few months customers have been noticing koodo showing up as the merchant....everything is ultimately going to telus  the parent company of both pm and koodo

If you do need refunds or credits have your card billing statement s on hand to show the CSA for their investigation and to speed up your resolution. Click on the chat bubble at the bottom right corner of your screen and type "account related issue" and "human" and follow the prompts to submit your ticket via Simple--Simon.

Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but once they open in the morning expect a reply within an hour or so...

[LeePublic]

@hTideGnow They probably meant "Koodo", some people on PM reported being charged through Koodo Prepaid because Koodo Prepaid and PM use the same payment processing system.

[hTideGnow]

Hi @Jasperpilot   what is "kudo"?

Did you just join PM for a month or so?  Was it the first renewal?   Did you recall any problem with activation?  Was there any error and you try activate multiple times?

[LeePublic]

@Jasperpilot Do you see the funds in your PM account? If so, you can disable autopay to clear the balance. 

Can you provide a screenshot of the payment activity without revealing info? 

[Dunkman]

@Jasperpilot 

Are the charges pending?  or posted?  Did you recently activate a new account?  Had some issues with the activation process?  Sometimes, if there were issues, you may have been charged in error.