Overpayment

[Chalupa_Batman]

No worries @Parkguy . We here at the forums share as much info as we can to get to the bottom of things. The one thing we'll never do is ask for personal info like account number, phone number, name and credit card info. That MAY be done by a CS Agent in a private chat aka messages back and forth via your personal box up top right corner.

I just want to make sure, was it 100% a double charge or could one be a pending charge that never cleared? Did you confirm with your credit card company first? If they say it WAS a double charge, this is how you create a ticket.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information. 

[HALIMACS]

That’s not good, @Parkguy 

The only time that tends to occur is when users inadvertently make immediate plan changes instead of selecting next renewal for the change.

[Parkguy]

2 payments for 1 account 

[Parkguy]

Thanks.  I couldn’t send a ticket but did manage to send a private message.  Waiting to hear back.

[HALIMACS]

@Parkguy 

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[HALIMACS]

One payment for each  account?

Or two payments for one account.

[Parkguy]

I apologize.  I didn’t want to have a public discussion.  I was trying to get a customer service representative 

[Parkguy]

They took payments from 2 of my credit cards and for 2 different plans

[HALIMACS]

@Parkguy 

You can't "overpay", so to speak.

Anything you pay in excess of your PLAN AMOUNT will go into available funds for use later.

I suspect you may mean that you think Public Mobile took out more than you anticipated.   

I doubt they did and you likely missed the several texts and e-mails explaining the changes to the reward program from the old Legacy Rewards (which were dollar based monthly discounts automatically applied) to Public Points (which are 'points' assigned that users have to redeem towards add-ons or bill credits)

To learn more about your move to Public Points, check out their FAQ here.

[Chalupa_Batman]

Hello @Parkguy 

Unfortunately just the single word...  OVERPAYMENT is not enough to work on. You're going to have to use your words and explain yourself. Communication is key if you're looking to get answers.

[Sansan]

@Parkguy  what about?

If you over paid, it will remain on your account as a credit for next month.

But if you are referring to a change in the amount you had to pay as of May, it's not an overpayment.

This will be your new bill amount moving forward as Public Mobile has removed the previous layolty program and replaced it with points instead.