Repeated Billing Errors

[Akee]

My wife died so I closed her account.

Now I keep getting charged for what I'm assuming was her closed account except every couple of days there is a new charge.

Mar 13 - $45.20

Mar 14 - $45.20

Mar 15 - $45.20

Mar 21 - $45.20

Mar 22 - $45.20

Mar 22 - $45.20

Totaling $271.20 so far. I submitted a ticket but still have not recieved a response.

[Akee]

So after 2 weeks this is the response that I received....

"The charges that you are disputing were not made for the account of your wife. The charges were made for another Public Mobile account. Due to privacy reasons, we can not share with you any information about that account. We can only tell you that the account number ends with XXX. We can to have the charges refunded. You can ask your bank for a chargeback."

Basically I could have done this myself 2 weeks ago and saved the hassle of dealing with Customer Service entirely. This is appalling customer service.

[Akee]

I filed a complaint with CCTS. Thank you for this advice.

I have also recieved 3 more charges buit when I mentioned this to the CS agent, the response I got was "Have a great day!".  The PM customer service agents seem very passive aggressive.

[Akee]

Thank you very much for your help! I will definitely file a complaint.

[Sansan]

@Akee  CCTS Commission for Complaints for Telecom-television Services. To file a complaint against your telephone or television provider if you feel you have been wronged by them and they are not willing to fix it.

If you file it, Public Mobile will know and  try to reach out to you to probably fix it right away and ask you to remove your complaint against them.

Google the service. 

[Akee]

Apparently, after many messages back and forth with CS_agents, it can take up to 14 days to get an update....

[Akee]

I asked to escalate to a manager but no one has replied to my ticket since yesterday.

What is the CCTS?

[Sansan]

Sounds like it's not even clear that her account is indeed closed if they are telling you when the next bill will be debited. Very unprofessional. 

Also ask them to remove the debit card from the file.

So its on you to figure it out by contacting your bank and deal with them according to that. 

Ask to escalate to manager.

If they refuse,  contact the CCTS and file a formal complaint. 

[Akee]

This is the response I received.....

"Thank you for your reply and for securing your account!

I've checked your service and the next renewal will be on March 29th 2025.

You'll have to check if you have 3-6 other accounts where you got charge at this moment and request chargebacks for all accounts"

How does that help me?

[Akee]

Thank you again. I will try that and let you know if/when the issue is resolved.

[hairbag1]

@Akee 

you have every right to expect that PM can fix this in a reasonable timeframe. If it has been 24 hrs since your original message was sent, consider sending a follow-up message requesting to have this escalated to a senior support person AND reply to you quickly. Watch the little envelop icon on top right side of page will be highlighted when they do respond. We're on your side so please let us know when the issue is fixed.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Akee]

I appreciate your help truly.

I have already messaged support.

I just find it frustrating that I cant seem to get a response from a CS_agent.

[hTideGnow]

hi @Akee 

We are only customers trying to help.  Please message support using the link I provided above

[Akee]

I am certain. It was always charged monthly before.

It's not a credit card it's a debit card. I suppose I could take time off work, drive the 45minutes the nearest bank and then wait in line at the bank to maybe have the charges stopped or possibly reversed but I was hoping PM would do that since this is their mistake. Am I asking too much?

[hTideGnow]

hi @Akee 

you sure that credit card  didn't use on multiple accounts with Public Mobile?

if you are certain, and if the credit card always got charged once monthly before March, and if you don't need that PM account anymore, you can talk to credit card and reverse it.  

[Akee]

Thank you.

I logged into her account and unsubscribed. Even if that didnt work I've been billed 6 times this month.

I already submitted a ticket but have not recieved a response to my community inbox. It has been 24hours.

[hTideGnow]

HI @Akee 

sorry for your lost.  My condolences. 

how you closed the account? did you login her My Account and disabled the Autopay?  

or ask PM support to check.  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