Payment

[Suwhitehorse]

Hi,

I notice that I am being overcharged for statement#4812.  Please help. Thank you!

[HALIMACS]

@Suwhitehorse 

Are you the ONLY user of the device?

Public Mobile had a text campaign a couple times over the past couple months whereby they sent texts offering plan upgrades to occur on a user's next renewal.

All it took is the user of the device to reply "YES" to receive this, and many unsuspecting customers (mostly with children as users) have found their little ones did this.

If this is what happened, you can change the plan back on your next renewal by signing onto self-serve and scheduling a plan change back to the $15 plan.   Best to do so on your next renewal so you don't forfeit what's left on the current cycle.

[Suwhitehorse]

My plan is $15/month.  I am being charged $42 this month.

[HALIMACS · Accepted solution]

@Suwhitehorse 

Can you elaborate how you have determined that you've been "overcharged"?   We should indicate that we're customers like you, not Public Mobile employees.

Did you include the tax, which is on top of the posted price?

Did you do a plan change, or did the user of the device reply "YES" to an offer sent by text awhile back which upgraded plans to those who replied "YES"?

If you need to deal with customer support staff, here's how:

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.