my bill

[golfguy]

Why is my bill so high

[dust2dust]

At what point did it fail? You got in to the reset password screen right. Then did you give the phone number or the registered email address? Then you typed in the code? Then did you get to the send code screen? Then did it seem to work? Then did you get the sms code or emailed code? Did you enter it in? Then did you get to the password reset screen?

Is this where it failed?

[golfguy]

So it says reset failed try again later

[golfguy]

So that didn’t work either so I guess once again I’ll have to change my password and see if that works 

[golfguy]

I’m on chrome now but am going to try incognito right now 

[dust2dust]

I don't know what else to say. Have you started the process of contacting support as user pmva suggested earlier?

We might be able to help guide you with images from your accounts. But you'd need to be able to login to do so and you're having trouble with that. Did you try some of my suggestions for logging in?

So support can help you from their internal side.

[golfguy]

So looking back at my credit card bill it looks like in march they didn’t charge me for my other phone then they billed me twice for my phone now they charge me twice for my phone once together with the other phone and once by itself so now it seems like they charge me for both phones and also for just my phone my phone is more because I have more data they were activated on different days so I’ll see if it happens again might have been a one time issue but they still overcharged me in April 

[dust2dust]

Other customers can't actually fix billing issues. We're just trying to get to the bottom of what's going on to help you understand or to ask support if needed. So we ask the questions hoping you'll answer them. Or ask for images because pictures are so much easier than describing.

Try using a different browser or different device or a non-mobile browser or use incognito mode to try to log in to the accounts. Yes, the site has been very problematic for some customers for some time now.

[golfguy]

dust2dust it has nothing to do with being wary of putting information on here it has to do with the fact that every single time I try and go to my account I have to change my password or it says can’t do that can’t change it because that email is used so it takes hours to try to login or can’t at all they always have a problem with something seems like they never want to solve a problem they flog it of on the customer but when it’s a billing issue you’d think they would let you talk to them not other customers 

[dust2dust]

Your wariness is respected. No, we're all fellow customers trying to help. That user added the important part of saying to not include personal information in images. The information that we can help you with doesn't need to be the personal information. Unless you think telling us what your plan and payment history is is somehow personal. That makes it harder for us to help. We only care about information from here. Not your credit card.

[golfguy]

DDM69 do you work for them

[DDM69]

Post the details from your 2 separate bills without any personal information.
Who uses the other phone?  Has any extra data or have long distance minutes been purchased?  

[dust2dust]

Are you the only one that accesses the accounts? Are those numbers before tax or after tax? It's easier here to work with before tax. Taxes will be on the credit card.

What plans do you think both were on before March? What plan are they both on now?

[golfguy]

My bill was 29 for one and 38 for the other then in march they started charging 39 and 61 nothing else has changed in almost two years 

[dust2dust]

So did one of the accounts reply with a yes to a promo text? Or did one of the accounts change to points if previously on rewards?

[golfguy]

It’s for two phones 

[dust2dust]

What plan are you on? Is it an old 90 day plan? Did you switch to points?

Is that >$100 from multiple charges or just 1? I'd be wondering about the credit card and whether someone else is using it. Family maybe?

[pmva]

---

@golfguy wrote:

The only thing that changed was how much they charge me

---

Suggest you log into your account and check the billing history.  It shows what you're billed for.  The only thing I can think of is that your plan changed.  If you need to contact the CS Agent.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[DDM69]

We need more details and possibly a screenshot to help you effectively. 

[golfguy]

The only thing that changed was how much they charge me

[golfguy]

No I didn’t change my plan but starting last month they started charging over 100 dollars instead of around 60

[Yummy]

How much do you expect to pay and how much did you get billed?

Did you change plan accidentally?

[dust2dust]

Did you reply with a yes to a plan offer a while ago? Did you switch to the points system from rewards? What plan are you on? What plan do you think you should be on?

Or is this a political question about the rates that Canadians pay compared to many other parts of the world?

[pmva]

@golfguy What plan did you select?  This is a prepaid service so there aren't additional charges after paying for the plan.  Once you use your data quota you will have no data connectivity.  Same for phone mins.  If your bill is high, select a lower priced plan.