Promo not applied to my account but was charged with the amount

[ZGjim]

Hello. I received a text about a promo 20 dollars 3GB data. I’m currently on 15 monthly for 250 mb data so I grabbed the promo by replying yes to the text. The text said it will be applied on my next billing cycle. I checked my account and I’m still on 15/250 mb but i was already charged 20 dollars since  November. So I was charged for 2 mos now but was not able to use the 3GB data.. please help! Thank you.

[ZGjim]

Thanks for the help. It works now. I just logged out and logged back in. 

[ZGjim]

Thanks so much! It’s resolved now.

[ZGjim]

Thank you so much! It works

[hTideGnow · Accepted solution]

hi @ZGjim 

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[abtest]

@ZGjim- If this is not a cache problem, you will need to reach out to to PM to have a support rep investigate and correct the problem (and give you a refund/credit for the previous month(s)).

[will13am]

@ZGjim , it is possible that you might be viewing stale cached data. If you are viewing the account on the mobile app, clear app cache and login to the account again.  If viewing the account on a browser, use incognito mode.