Response from an agent

[Takshing]

How long does it typically take for an agent to answer a private message?  Been waiting two days now.

[hTideGnow]

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@Takshing wrote:

Does anyone know who “they” are?  The agents?  I’ve sent three tickets now.  Trying again today.  Getting frustrated.  Is the correct contact CS_Agent? My issue is being overcharged.  Thank you

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hi @Takshing 

"they" are Public Mobile support agent.  Did you message them once more today?

if just overcharged, it's not a pressing issue. No worry, you will get the money back

but where you see the "double charges"? on the credit card statement?  maybe it is a pending charge?

or if you see the 'double" charges just on My Account's Payment history, then it is not really a double charges.  PM posts 2 lines for each payment, so, you see 2 lines there, but just one charge

[Takshing]

Does anyone know who “they” are?  The agents?  I’ve sent three tickets now.  Trying again today.  Getting frustrated.  Is the correct contact CS_Agent? My issue is being overcharged.  Thank you

[hTideGnow]

hi @Takshing 

it's late now, I don't think they will reply more ticket tonight

try again tomorrow morning

But what question is that? share here and Community can try to help

[Takshing]

I did actually submitted a ticket, twice now.

[Yummy]

Usually it is within 30min - 2h.

But if it not a ticket message might be lost and not answered at all.

[Dunkman]

@Takshing 

Sometimes you may get a faster response by submit a ticket than directly private messaging CS_Agent.  Ticketing system prioritize some issues faster to CSA. 

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en 

[hTideGnow]

hi @Takshing usually within 2 hours 

if waited longer than 2 hours, message them again