US roaming charge 2x on same day

[2024JC]

Hi.

Hope you are well.

I tried to help my partner to get roaming (calls/texts) set up after she was in the US and it seems she was charged 17.25$ on her credit card as she had tried to add it and I was charged 17.25$ on my credit card as I tried to help her add it to her account. Both charges on same day. Obviously, only one roaming could be used at a time on that date!

One of our charges needs to be refunded. How do I manage to get that done?

Thanks!

JC

[computergeek541]

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@lea25 wrote:

That might be a credit card problem! Next time it's cheaper if you get a prepaid esim online with any other provider other than adding fees to your current provider. It always works for me anywhere in the world!

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Public Mobile is a prepaid provider. This isn't a credit card issuer error as the customer has already stated that more than one card was used to try to purchase the add-on.  As the each credit card was properly charged, this means that it is entirely a Public Mobile issue as the appropriate add-ons weren't added to the Public Mobile account.

[lea25]

That might be a credit card problem! Next time it's cheaper if you get a prepaid esim online with any other provider other than adding fees to your current provider. It always works for me anywhere in the world!

[eddieO]

@2024JC, You will need to open a ticket through the Chatbot to request a refund as we do not have account access here in the community forum: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)