duplicated charge by previous mobile phone service provider (Freedom) and Public

[xiaoming1]

We started to transfer the mobile phone services from Freedom to Public for both my cell phone and my wife's cell phone date back to Jan 25, 2026. Yesterday, I found Freedom Mobile is still charged us now. I have Called Freedom Mobile, but the Freedom customer service told us that both phone transfer did not completed at the date of Jan 26, 2026 and nobody informed us this issue. We got a "Welcome to Public Mobile" and  a "Thank you for your purchase" email from Public on Jan26, 2026, and we expected the transfer was completed. 

I have informed the CIBC credit card company and filing the transaction disputes and indicated both Freedom and Public charged us duplicated.

Today (April 30, 2026), we got a help from a Telus service guy, and completed the transformation.   

[BKNS27]

@xiaoming1 

PM will force you to pay your monthly payment with vouchers if you dispute the charges.

[hTideGnow]

@xiaoming1 

1. call the credit card to stop the payment dispute on both side.  (if port was not done, you still need Fido account to be active.  And you don't want to reverse charge on PM network)

2. Try to login Fido account and check if the Fido account is active. If it is , then the port was not done

3. Open ticket with PM support and ask if the port was successfully.  If not, they will advise what to do.  But likely you have to login My Account , go to Profile and use Transfer Phone number to request porting again

To contact PM support agent, 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            

[xiaoming1]

what I should do?

[Sansan]

So it is a customers right if they feel wronged to dispute a charge. 

Unfortunately,  Public Mobile takes HUGE offense to this and even if one calls rhe credit company to stop the dispute, the horse is already out the gate and there will be no forgiveness from Public Mobile.  Always best to discuss the situation with whom you have issues with for them to make it right before taking it higher.

Good luck

[hTideGnow]

hi @xiaoming1 

don't reverse any charges on the credit card side, you will screw up the accounts!!

if Freedom still charging, that means the port was not done.  You should call Freedom to confirm and open ticket with PM.

and why would you dispute PM charges?. you will freeze your account here and you will need to make payment user voucher because of this.  I hope you can call your card to cancel the charge disputes first, sort out the porting issue

with PM, open ticket with them and confirm if port is completed.   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