charged for account activation that wasn't activated

[mfl_cooke]

On September 14, I tried setting up an account for my mother-in-law. I originally tried using my account that I had previously set up a long time ago but was no longer active. Once I put the information in I realized it wasn't going to work because the new activation had to be from her own phone. I then created a new account for her and it wasn't until after that I realized I was charged for the activation on my own account as well. But I never did complete the activation on that account. Can I please get this charge removed and not be charged again on October 14th for an account that isn't even active?

[hTideGnow]

hi @mfl_cooke if your old email login was not used anymore and the account was closed, you can actually use it for your mom account 

But if you are activating eSIM for your mom, it is better to install the app on her phone (although it would still work if the app was installed on your phone, just more work, and not recommended)

[mfl_cooke]

just seeing it now, thanks for the link

[mfl_cooke]

I cannot figure out how to do that! I thought this was who I was talking to...this is so frustrating. I cannot seem to figure out how to get in touch with customer service.

[Handy1]

@mfl_cooke  That sux ,  we are just customers like you trying to help . Use one of the links provided above and explain that to support hopefully they can help you out quickly 

[mfl_cooke]

No, what I am saying is I activated her account afterwards by setting her up on her own account with her own email and phone, using an e-sim card. I had already put the information into my existing account (that I no longer use due to switching carriers because of the purchase of a new phone, before I realized I couldn't use my own account for her phone. Therefore, I was charged twice, once for trying to set it up on my existing account that is inactive, and once for setting her up on her own account.

[hTideGnow]

hi @mfl_cooke 

if it is a physical sim ard activation, you can download the app and complete the activation for her on your phone.  Once all done, insert the sim in her phone and it will work.  You can still download the app and complete the rest of the step now

but if you really want to cancel, lease message support agent here

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

[Handy1]

@mfl_cooke  

send  a  private message   To CS_Agent

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