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mahmoud · ‎09-13-2019

please advise how to fix double payment for the same month

kselmak · ‎09-16-2019

You should always read before clicking ok, and if in doubt come to this community to ask questions. Every time you make immediate change two things happen:

1. You lose your previous plan with everything on it that you didn't use and all the money that you paid for it. You don't get back any portion of it.

2. You assume new plan and must instantly pay for it.

Since it looks like you did it in one day you should contact moderators and they may be able to help, but there are no guarantees.

Good luck

dabr · ‎09-16-2019

@ajit wrote:
I was charged twice on the same day and have no balance. I changed my plan and was charged for both but only have the lesser options

If you changed plans midcycle then you will be charged for the plan you changed to immediately. PM is a prepaid service so there is no refunds or pro-ration from you original plan. It's always recommended to facilitate the change for next renewal which is an option that is presented when you select change plans.

Did you change immediately after renewal? If you didn't use any features of the plan you changed from, you may try contacting Moderator_Team via SIMon ? mark bubble bottom right of your screen to submit a ticket and see if they will give a credit as a goodwill gesture, but there is no obligation for PM to do this but you can try.

ajit · ‎09-16-2019

I was charged twice on the same day and have no balance. I changed my plan and was charged for both but only have the lesser options

Psygineer · ‎09-13-2019

@mahmoud wrote:
please advise how to fix double payment for the same month

Did you change plans mid-cycle? That is not a double payment, that is it doing what you told it to do. There is no Prorated changes. Next time schedule the change at your renewal to avoid this happening again.

Did it happen in August (or any month with 31 days) where you were billed on August 1st and August 31st? If so that isn't double billed for the month, it is two seperate 30 day cycles and is normal.

Did you do a manual payment? Any excess is stored as credit on your account. Typically there is a no refund policy on prepaid when it is user initiated. Even if you do get a refund it likely will be just in time to pay again anyway.

If auto-pay actually did take it twice and there is no credit on your account for it, that could be caused by a timeout in the processing where the credit card company got the payment request and processed it but the PM site didn't get the confirmation before it timed out. It happened to me at Future Shop (now Best Buy) on Boxing day once. Took them almost 6 months to refund me the double paid $1300. The mods should be able to figure something out for that and at least give you credit to your acount for that if not refund it due to it not being your fault it happened.

kselmak · ‎09-13-2019

Hi @mahmoud

What is your balance and how much were you supposed to be charged?

If the second payment is still on your balance, it's ok that means that you will not have to pay next time.

If your balance is 0 that means that you were also billed twice and you will need to contact the moderators to get the credit back.

It would help if you could take a screenshot of you payment history

GR · ‎09-13-2019

@mahmoud I would just leave it there and they'll take it for next month! It stays as a credit in your account but if you want the money back you'll need to message the moderator_team and ask them

ChuckYeah · ‎09-13-2019

if your cc was charged twice and you have no available balance, that's different.

You should consider creating a support ticket. Explain your issue to SIMON, the ? comment bubble in the bottom right.

Use as few words as possible to allow the BOT to understand you better. Answer his questions until you get to here:

Click on "Submit a ticket" and the Moderator team will take over your case and respond to your concern within 48 hours. May take longer, but the promise of the new Ticketing System was that it will reduce these wait times.
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ChuckYeah · ‎09-13-2019

Depending on how much the payment is, it may not be worth your while. PM traditionally does not offer refunds and it takes almost 30 days at times.

If they deem it was do to site issues, they will likely give you a refund. But if the second payment is showing as a available funds it will be used soon after your refund.