changed my plan by mistake- over-charged

[mandanakarimi]

i wanted to change my plan from 15 to 25$ yet i didnt know they will charge me an extra 25$ now in addition to 15$ (for my current plan) and i cant afford these additional charges (they amount to 47$ now). id like to cancel changing the plan and removing the extra 25$ charge.

[darlicious]

@mandanakarimi 

Look at the top right corner of your overview page where it says "Available Funds". Do you see the same amount that was charged to your card? If so you can leave the extra funds in your account balance to pay for upcoming renewals or an add on if you so desire.

If you wish to change your plan for your next 30 days of service then go to your plan and add ons page and schedule a change plan on next renewal.

If the extra funds sitting in your account will cause you financial hardship you can contact customer support and explain your situation and ask if they would be willing to refund the extra money back to your credit card. Be prepared to wait up to 30 days for a refund if the CSA agrees to your request.

[Anonymous]

 @mandanakarimi : Did you actually change plans once and pay for it and then changed your plan again (back?) and paid for it? Change plan now means now. The system is doing exactly what you're asking of it.

If you're following along, maybe post a screenshot of your payment history so we can see what you did. But maybe by now you're with the CSA's. Hopefully they'll sort you out.

[softech]

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@mandanakarimi wrote:

can they simply take twice the amount because i submitted changes twice? what is this?

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which option did you click?

You can change to to same plan of your current one.  so, if you did change to $25 plan the first time, you can't change to $25 plan again.

However , if they really charged you twice, then you can open ticket with PM and  request either ask them to credit the 2nd charge back to your account as Available Fund for use in the next renewal or you can try to ask them if they will refund the 2nd charge.  But even if they are willing to refund , it could take 2 weeks or so for the money to go back to your credit card.

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[softech]

But what is your current plan showing on My Account?  when is the next Amount due date?  Can you post a screenshot?

[mandanakarimi]

can they simply take twice the amount because i submitted changes twice? what is this?

[mandanakarimi]

history shows that i submitted changes twice, thus charged twice for one plan.

[softech]

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@mandanakarimi wrote:

one, and when i look at my plan now, it says that my old plan is still running, but im  charged for 2 plans

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@mandanakarimi   Login to My Account and check if there is amount showing as Available Fund.

Also check the Transaction history, does it confirm that it has charge you money today?  are there entries showing where the money were used?  I wonder if they simply charged your card and leave it as Available Fund

Maybe post a screenshot of the Available fund and the transaction history ..?

[mandanakarimi]

my plan is unchanged. when i look at my current plan, it says 15$ plan yet im charged for both plans ryt now

[mandanakarimi]

one, and when i look at my plan now, it says that my old plan is still running, but im  charged for 2 plans

[softech]

@mandanakarimi   When you make plan change, you will be given the option to change now or Change in the next cycle.   Sound like you have clicked Change Now and hence they charged you now and started the new cycle immediately.  Unused days/data from the old cycle will be forfeited and no partial refund.  

Since it is a prepaid service, I double PM is able to do anything in this case.

[computergeek541]

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@mandanakarimi wrote:

i wanted to change my plan from 15 to 25$ yet i didnt know they will charge me an extra 25$ now in addition to 15$ (for my current plan) and i cant afford these additional charges (they amount to 47$ now). id like to cancel changing the plan and removing the extra 25$ charge.

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There should be a warning about performing an immediate plan change, and the system forces the customer to top up perform the change if there aren't enough funds already in the account.  Was there no warning message?