application of reward credit to account, now credit card charged twice for payment

[MickeyFinn]

applied $15.00 rewards credit mid-month, now credit card charged twice for $22.00. My account now shows a credit for an amount that exceeds my monthly bill by $13.00?

[computergeek541]

self solution removed

[MickeyFinn]

Thank you for the help!

[hTideGnow]

hi @MickeyFinn 

yes, that $22.15 x 2 is not showing on your transaction history.  ask PM support agent to check

 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            

[MickeyFinn]

So my credit card shows 2 payments of $22.15 made to Public Mobile on November 3 for a total of $44.30. I also had a $15 rewards credit applied to my account Oct 14. My monthly bill including tax is $39.25. After the bill was paid Nov 3 my Public Mobile account shows a credit of $19.43. I do not understand why Public Mobile charged my Mastercard $44.30 which was more money than was needed to cover my November 03/25 bill. 

[hTideGnow]

hi @MickeyFinn 

there is no $22 charges on the PM trasnaction.

Its looks ok to me that each month PM charges 14.43, $14 plan price plus 0.43 E911 fees.  2 lines in each month because one line shows the money inflow to PM , other shows PM applies for renewal

and in this money, you have enough of the credit , So, PM just took $14.43 from the credit without charging your credit card

don't see the $22 charges anywhere

[MickeyFinn]

 

 

[hTideGnow]

hi @MickeyFinn 

instead of this PDF bill, can you screenshot of the line items on the Payment history page? that will see couple transactions and where the money gone.  For example, each renewal should see 2 lines there

The pdf you show just confirmed the money was taken but didn't tell how the money were used

[MickeyFinn]

Screenshot of the bill

 

[softech]

@MickeyFinn 

$15 plan has now become $18, there was an announcement about a $3 price hike to the plan.  Also, depends on your province, you might be charged a E911 fees.  So, the total charged including tax on the credit card could be close to $22

Can you login to My Account using browser with Incognito mode, go to Payment history page (https://myaccount.publicmobile.ca/en/account/payment/payment-history ) and post the recent transactions here so we can help?  Remember to remove any personal info in the screenshot before posting

[MickeyFinn]

update. When you do the math, my account should show a credit of $59.00 and it only shows a credit of $53.00.