Subscription’s issue

[M_RR]

Recently I was trying to change my plan to Canada-US-Mexico and redeem few point from my rewards. But actually it withdrew additional dollars from my account without changing my plan. I have no idea what just happed. Could u please explain the situation to me and reimburse any extra money withdrawn

[slusagm]

somehow my earlier reply here was gone 😞

@LisaCaballero  you can use data in all 3 countries for free, can call within 3 countries for free, and also text in 3 countries to any countries for free

[Sansan]

For bill credits it's 20  points to get $20 off. Younhave to manually redeem the points in increments of 20 points only. So how do you get extra redeptioms?

To change your plan,  you need to click on Subscription and Add-ON and make the change, so what did you do to chnage your plan?

You should have money in Available funds then. When you click on Manage Subscription what does it say? Upcoming changes,  plan, payment due date.

[slusagm]

check again using browser with Incognito mode and check which plan you have now  

if you need PM to help,  Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[hTideGnow]

hi @M_RR 

did you check Payment History page and check if the old plan amount was withdrew?   Maybe it was 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, ask PM support agent to correct it.   Please 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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
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            

[hairbag1]

@M_RR 

using the app, log in to your account > Usage Breakdown to just confirm your plan details. See if the change happened.