Payment issue

[JT-4]

Was charged twice for one month.

[softech]

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@JT-4 wrote:

How do I contact a csa?

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@JT-4   

Use one of the 2 ways:

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

[JT-4]

How do I contact a csa?

[softech]

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@JT-4 wrote:

I didn’t join in Jan.

In Nov. my credit card expired and I had to give them new info.

Did that make 2 accounts.

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Then no , it's not an issue with 2 accounts.  Let's see what PM Support comes back with.  Kindly update us when everything got resolved

[JT-4]

I didn’t join in Jan.

In Nov. my credit card expired and I had to give them new info.

Did that make 2 accounts.

[softech]

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@JT-4 wrote:

Both charges were same day.

The transaction history does’t make sense.

It shows 4 transactions.

I have 2 charges for $54.24 on Feb. 19th. on my credit card.

Is there not a person to talk to?

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@JT-4   you joined in Jan?  did you recall any problem with activation and you need to re-activate a second time?  It sounds like you might have activated more than one account

I understand you don't know how to attach screenshots, but I guess you can just open ticket with PM Support and provide them the credit card number and then they can trace back.

[update: I see your screenshot now, showing only one Credit/Visa Debit Top-Up.  As I said, it could be you have created a 2nd account when you joined.  You opened ticket with PM Support yet?]

[JT-4]

 

[JT-4]

I phone  xr

[JT-4]

Sorry, not that tech savy.

[Anonymous]

 @JT-4 : But get going with contacting the CSA's. Then while you're waiting for a reply you can try things.

The copy/paste method would have to be done from your phone. Unless you're fine with moving pics from your phone. You can still copy/paste or yes use the camera icon.

[BKNS27]

@JT-4 

When you reply to our posting…click on picture icon top right and attached photo.

[BKNS27]

@JT-4 @Anonymous 

What phone do you have so we can help you post the screenshot?

[Anonymous]

 @JT-4 : It would be nice to see that screenshot of your payment history. Can you "copy" the pic and then paste it in this textbox when you reply.

But it would seem you're going to need the help of the CSA's.

[BKNS27]

@JT-4 

Just reach out to the CS_Agent by private messaging on the envelope icon.

[JT-4]

I don’t see a credit coming either.

[JT-4]

 No, I didn’t.

[JT-4]

No. It is at $0.

No it’s at $0.

[BKNS27]

@JT-4 

You can contact a CS_Agent to get a refund by private messaging or SIMon chat on this page but it may take 30 days to get a refund (approximately time of your renewal date).

[JT-4]

I took a screen shot, but don’t know how to send.

[Anonymous]

 @JT-4 : On the overview page up top there's a line Available Funds. Is there anything more than $0 there?

[JT-4]

Both charges were same day.

The transaction history does’t make sense.

It shows 4 transactions.

I have 2 charges for $54.24 on Feb. 19th. on my credit card.

Is there not a person to talk to?

[BKNS27]

@JT-4 

Did you purchase an Add-on?

If not, the extra charge will be a credit in your account and will be used on your next bill.

[softech · Accepted solution]

@JT-4   Were both charges on the same day? or different day?  How about the amount?  same amount or different one?

Did you just join PM in Jan and this is your first Autopay renewal and got charged twice?  If so, did you recall any issue when you activated?  Did you get an error message and you have to try activated a 2nd time?  I just wonder if you created multiple accounts by accident.

Login to PM My Account, check the Transaction history and see if it makes sense.  You might want to post the screenshot and maybe we can help

To open ticket with PM for further investigation, you can do so by one of the 2 ways below:

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