01-28-2023 03:19 PM
Hi,
Joined PM on Jan 26, 2023. Got the $40 (plus tax) monthly plan. Credit card charged (and posted) twice for $45.20 (not pending). How can I get this corrected?
Sorry, I am new to this...might have posted twice
Solved! Go to Solution.
01-28-2023 06:57 PM
Yes, you are right. It must have been a porting problem. I don't remember the error #. Also could not try again immediately after even using different browsers. .. didn't realize they had a lock. Anyway, was successful activating about 4 hours later and also instead of using my IMEI device #, I entered the my account # from the previous carrier...then success...phew.😥
01-28-2023 06:48 PM
@DMCTWL was that an error 821 or error 837?? If so, that has to do with problem with porting info. provided
PM used to have an hour sim lock and make sure no activation allowed on the same sim card within an hour, that would eliminate situation like yours. Not sure why it was removed, they should have kept that safety net
Anyway, glad it is sorted out, enjoy the service and the saving!!
01-28-2023 06:39 PM
Yes, unsuccessful on first try. This must be a software glitch. One should not be charged if activation is unsuccessful and an error message shows up. Hope Public Mobile can fix this problem
01-28-2023 06:04 PM
01-28-2023 05:23 PM - edited 01-28-2023 05:26 PM
01-28-2023 05:23 PM
Thank you and everyone who helped with their input. Yes, the problem was with unsuccessful activation of SIM at the first try. CS_Agent Maria was able to resolve the problem and a credit was made to my account.
01-28-2023 04:51 PM
@DMCTWL look like you got activated twice. Did you recall any error came up during activation and you need to start activation again?? if so, then yes, you activated 2 accounts and need to contact support to get the overcharged refund and close the "phantom" account.
you know how to engage support??
01-28-2023 04:04 PM
@DMCTWL See where it says click here on pic is the little spinner thing @dust2dust means
Try again incognito mode/private mode or a different device or lap top or simply try refreshing the page when logged in
For most up to date account info
01-28-2023 04:03 PM - edited 01-28-2023 04:04 PM
Likely @DMCTWL
Let us know if customer support is proceeding to reverse the charge after they respond to you.
This is the referenced refresher otherwise:
01-28-2023 04:02 PM
Refreshed browser and funds still unavailable. As you suggested, double charge likely due to unsuccessful activation on the first attempt.
01-28-2023 04:01 PM
Hopefully you've long since started in to contacting support but just this refresh thing...it's not the browser refresh, it's the little spinner refresh icons lower down.
01-28-2023 03:53 PM
Refreshing browser still does not show the extra funds.
01-28-2023 03:50 PM
Perhaps your earlier reply that it isn't on your available funds was missed - just ask customer support to reverse the extra charge as it was related to an activation problem.
Let them know about the issue the first time around and it should be a no-brainer for them to complete this for you.
01-28-2023 03:50 PM
Refresh your browser by clicking on the circular arrow and in the Payment section it should show as credit.
01-28-2023 03:43 PM
I am unsure how the overcharge will apply to the next months bill when my Payment History does not show that these extra funds are available.
01-28-2023 03:39 PM
You have 2 options in your case.
Any overcharge will remain in your account as credit which will apply to your next month’s bill.
If you prefer a refund, you will need to contact a CS_Agent and request for a refund by creating a ticket on SIMon Chatbot on the bottom of the page or private message on the envelope icon above.
Please note that a refund may take up to 30 days to process…time for your renewal date.
01-28-2023 03:38 PM
Yes, on my initial try to activate the SIM card, it gave me an error between steps 3 and 4.
My second try to activate SIM was successful.
01-28-2023 03:33 PM
01-28-2023 03:31 PM
Funds are not available for the extra charge.
01-28-2023 03:30 PM - edited 01-28-2023 03:31 PM
OK, @DMCTWL , then in that case, you'll need the Customer Support Agents to reverse the extra charge.
Did you possibly have an issue upon activation whereby the payment may not appeared to have 'taken' on the first try?
To contact a Customer Support Agent, there are 2 methods:
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.
01-28-2023 03:29 PM
Hi @DMCTWL
go to your account in front of the mien page do you see that amount at Available Fund,
if see it, then ok keep it for next cycle will be taken from there automatically..
01-28-2023 03:28 PM
Both charges are posted and not under pending. In my Payment History, it does not indicate that this extra amount is available.
01-28-2023 03:24 PM
@DMCTWL Do you see the extra charge (if not pending as you said) in your account? Then it will be used towards your next payment before any payment card is debited.
01-28-2023 03:23 PM - edited 01-28-2023 03:25 PM
One is likely a pending charge and will 'drop' off in a few days.
This is normal with such services.
EDIT: Other thing to check is your Available Balance in the self-serve account - it's possible the 'extra' payment is there and will apply toward your 1st renewal. (like @dabr just provided below as I was editing this to 'add')