U.S. charges

[wattluc]

Signed up for 10 day roaming plan for U.S.. Payment went through but service never worked. How do I get a refund and prevent recurring charges?

[darlicious]

@wattluc 

Sounds like you added the funds but didn't complete the purchase by going back to the add ons page and selecting, confirming and submitting the payment. You can always confirm this by checking your transaction history for both the top up payment and the purchase of the add on.

Treat your account like a vending machine whereas you always have to add the the money first before selecting the item of your choice and making the purchase.

Any balance you have in your available funds will be used first when it comes to renewal. If there is still an amount owing to cover your plan amount then your autopay will charge your card the difference between the two.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[wattluc]

Thank you 

[wattluc]

Thank you for clarifying. Definitely a confusing process

[hTideGnow]

Hi @wattluc 

Payment went through just meant you loaded the fund successfully, you probably still missed the actual add-on purchase part

Please go to My Account, check your Available Fund, check if it shows $0 or show another amount.

If you see another amount, you have just loaded the fund but didn't use the fund to purchase yet.  It is a confusing 2 steps process.  

Please login My Account and check Available Fund on the very top of the page

[wattluc]

As stated. The payment went through. My Visa shows the payment to Public mobile on that date

Thank you for the info about recurring charges but I still paid for services but it never worked!

[wattluc]

As stated. The payment went through. My Visa shows the payment to Public mobile on that date

[HALIMACS]

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@wattluc wrote:

Signed up for 10 day roaming plan for U.S.. Payment went through but service never worked. How do I get a refund and prevent recurring charges 

There will not be recurring charges @wattluc .   The beauty of pre-paid is you only get what you 'pre-pay' for.  The only time Public Mobile covers you on a 'recurring' basis is your cycle renewals which you can (mostly) rely on them to do with auto-pay enabled.

Re the 10-day roaming add on, presumably after you purchased this when travelling to the USA, you manually connected to either the T-Mobile or the AT& T networks?  

As for a refund, if the 10 days hasn't passed, you might have a chance if it wasn't used.  If you're beyond the 10-days, it'll be hit or miss with the Customer Service Agents.   Try to demonstrate that you couldn't use it and they may show understanding and place the amount of the purchase to your available funds to use against future renewals.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

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.

[Yummy · Accepted solution]

There is no recurring charges for any add-on. They stay on your account until used up Except US which are limited to 10 days of usage after they expire.

Did you follow proper add-on purchase steps?

1. Add funds to your PM account: Any funds to buy add-ons come from your balance, so manually add funds to your available balance first.
2. Buy Add-On: You will actually buy the add-on after you add funds to your account or else you won't have funds to actually buy the add-on. Funds to buy add-on come from Your account (after adding funds in step #1) and not directly from your credit card.

[hTideGnow]

Hi @wattluc   Buying addon is a 2 steps process, you need to load fund first then go back to buy.  Did you do the buying part?  do you see Available Fund in My Account has some money , same as the addon price you would have got?  if so, you just loaded money and didn't buy yet.  

You can go ahead and buy now and PM will use the money there for the transaction.  If you are back in Canada already, you can leave it there and it can be used for next renewal