over charged every 10 days

[canuk99]

so the overcharging began April 22/2020, up to that time the auto bill was monthly:

with no intervention from me:

[softech]

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@AE_Collector wrote:

Activated three accounts (at the same time presumably) seems like maybe a small clue to whatever went on here? Obviously something messed up for some reason, I’m wondering if three separate emails and accounts were activated, could something have messed up at some point if the same email always used for all three accounts?

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but it said $40 per 10 days on the current plan.. either way. $120/30 days, it surely a very expensive plan.

This obviously is the biggest mystery of 2022!!! LoL

[darlicious]

@canuk99 

There is a secondary issue with no rewards being earned. You are owed a minimum of 12×$2 Autopay reward ( maybe 13 or 14 times depending on your activation date) and the beginning of the $1 loyalty reward as well. Have the CSA address the secondary issue after getting started on the first more serious issue. Compensation can be discussed for this egregious glitch at some point as well.

When did the 10 day charges begin? Or has it been this way the entire past year? Your transaction history goes back 6 months in the self serve account. You would have to reference your credit card statement for charges beyond that time period,

[AE_Collector]

When @canuk99  said activated last December I initially assumed within the last 30 days… during last December. But now sounds like December 12 or 24 months ago. 

Activated three accounts (at the same time presumably) seems like maybe a small clue to whatever went on here? Obviously something messed up for some reason, I’m wondering if three separate emails and accounts were activated, could something have messed up at some point if the same email always used for all three accounts?

Certainly a different problem than we have seen before!

 @canuk99  Public Mobile will fix it but please come back and let us know what info they give you on what caused this to happen. As mentioned, we aren’t customer service people, just PM customers helping out. All we can assure you of is it’s a glitch, nothing intentional. Computers tend to do that.

AE_Collector

[esjliv]

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@canuk99 wrote:

plans stated in the last year either last xmas or the one prior, this Covid stuff is a pain as I have not been able to visit my daughter this past year and a half.

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@canuk99  - Holy cow! It is too bad someone did not notice this sooner.

If you only activated last December 2020, how did these options even become available?

At first, I was thinking maybe when you activated there was an issue and it created more than one account which is charging you on Autopay.

But, when you show the details, it really does not make sense.

Are these matching all your credit card statement charges as well?

I would recommend you audit any other charges on this credit card and any other financials just to be safe, and yes send a ticket to Customer Support sooner rather than later.

If this is a mistake on their end, I am pretty sure they should set some things straight for you.

Two ways to reach Customer Support (CSAs) here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

[softech]

Sorry @darkomega .  We all just want to help  🙂 

[darkomega]

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@softech wrote:

@darkomega   don't discourage OP.  I think if the plan wasn't offer when OP activated, it's clearly PM's fault  and problem with the system.  PM should be responsible for that and offer refund or compensation

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I literally just said forget all I said, cause you all sit here replying fast there wasn't any point to anything I said by the time I typed it, like 10 replies or more happened in the time I typed mine, making me look like a total jerk, I honestly don't know why I bother on here some days.

[softech]

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@darlicious wrote:

as well as pm management @J_PM  being made aware of this problem so that hopefully this is an isolated glitch to your account only.

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@darlicious  I tagged Jade , too.. she will hate both of use now  🙂

[darlicious]

@canuk99 

This is obviously some kind of glitch as even when there was 10 day plans pm did not offer $40/4.5gb per 10 days.  Contacting customer support is your only option to get this sorted out. Remove your credit card immediately to prevent any further charges for the time being and have the CSA open a ticket with the tech team to get to the bottom of it. The payment system should not be engaging autopay more than once every 30 days so this is a serious issue that needs to be addressed immediately as well as pm management @J_PM  being made aware of this problem so that hopefully this is an isolated glitch to your account only.

[softech]

@darkomega   don't discourage OP.  I think if the plan wasn't offer when OP activated, it's clearly PM's fault  and problem with the system.  PM should be responsible for that and offer refund or compensation

[popping]

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@canuk99 wrote:

The plans was done last December.  There was no 10 day plan.

As for rewards I've never had one:

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We are PM customer like your daughter and do not have access to your daughter's account.  PM does not have 10 days plan at least over 2 years.

Create a support ticket using the chat bubble at the bottom right corner of this page to get your daughter corrected and refund the overcharge.

[darkomega]

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@canuk99 wrote:

I set 3 different people up, all on 30 days, as there was no ten days, you'd be an idiot to pay 120 dollars for a 3g service, the other lines of service are correct, this is perhaps accidental fraud.  I'm certainly going to escalate this to the my member of parliament and the federal goverment.  As this is now over 800 dollars of over charges.

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Good luck with that one, it's the customer's responsibility to monitor their plans here, they usually don't offer refunds, that's in the service terms as it's prepaid, if you've been a long-time member and got that plan that the onus is on you, if not and its an extreme error then they MIGHT refund.

Edit: forget all of that just do what others have said, people reply so dang fast here, it makes you look stupid if your a slow typer reponding.

[softech]

@J_PM   this is a very interesting problem  and not sure if it is a system glitch.  @canuk99  activated last December and some how on a grandfather plan $40 for 10 days ,  $120 /month!!  I believe there is no reason he got into this plan by the time OP activated.  

Can you kindly have your team look into it?  There seems to be quiet some money involved.

@canuk99   Jade is the Community manager and I hope she can get this resolved quickly.  But you might still want to open a ticket with PM for record

[canuk99]

plans stated in the last year either last xmas or the one prior, this Covid stuff is a pain as I have not been able to visit my daughter this past year and a half.

[popping]

@canuk99 

You have a 10 days plan.

You can schedule plan change on your next renewal date for the new $40 plan every 30 days.

If you activate your plan last 2 - 3 years, it was an activation mistake.  Create a support ticket to get your plan corrected and refund the charge.

[AE_Collector]

@canuk99 

I can assure you it is an error of some sort and not fraud and logically you will deal with PM and Telus before calling out your member of parliament on New Year’s Day.

AE_Collector

[softech]

@canuk99   No need to escalate yet.  Likely this could be fixed by PM support a lot quicker than the MPP ( Afteral, MPs are on Christmas break  🙂 ) 

Open a ticket with PM.  If  you just activated lately, there is no reason you will get this plan and I am pretty certainly PM will refund you the money.

Spoiler

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

[canuk99]

The plans was done last December.  There was no 10 day plan.

As for rewards I've never had one:

[canuk99]

I set 3 different people up, all on 30 days, as there was no ten days, you'd be an idiot to pay 120 dollars for a 3g service, the other lines of service are correct, this is perhaps accidental fraud.  I'm certainly going to escalate this to the my member of parliament and the federal goverment.  As this is now over 800 dollars of over charges.

[popping]

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@canuk99 wrote:

looks like this goes back forever, who gets a ten day plan?????

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You may have a 10 days plan.

What is your plan details by clicking the "Plan Details" link on your overview page after login?

When did you activated your plan?

Waiting for your reply before giving you more help.

I know that 10 days plan will not get the $2 autopay reward.

[softech]

@canuk99  and how long you have been with PM?  how come there is no Loyalty reward at all?  Unless people from long ago with grandfather plans are not eligible for Loyalty reward?

[AE_Collector]

So are 10 day plans grandfathered like the 90 day plans are? I thought the 10 day plans were eliminated likely by converting them to 30 day plans? So if this is correct on this plan I have to assume it is a glitch of some sort related to that.

Would be interesting to know if customer has been here long enough to have a 10 day plan.

Also, there is no loyalty which is impossible if someone had been here 3 or more years (when 10 day plans existed). But 0 data has been used though I guess that is just over the last three days if really a 10 day plan. And no $2 Autopay reward? This must be getting charged to a credit card or it would be impossible for the customer to not discover the problem some times ago.

AE_Collector

[softech]

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@canuk99 wrote:

This is my daughters and we have never been on a ten day plan.

somebody is up to some questionable stuff?

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@canuk99  no need to contact CS Support

You have an old plan.  $40 for 10 days.

If you don't need that much data and don't want to pay $120 monthly You would likely want to change to those newer plan now:, click Change Plan and choose the one you want.  Depends on your data usage, maybe $40 for 5GB per 30 days ? or $50 for 10.5GB?

You will probably want to click "Change on next renewal date" after you selected your plan

[canuk99]

This is my daughters and we have never been on a ten day plan.

somebody is up to some questionable stuff?

[Anonymous]

@canuk99 

you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue

and take all photos and send to a private message to Customer Support Agent by Click Here link,

[Dunkman]

@canuk99 

How long have you been a customer?  Are you on a grandfathered plan?

There were 10 day plan many years ago with Public mobile, but nothing recently (at least last 3 years).

[softech]

@canuk99   Can you show us from your My Account Overview Tab , which plan do you have?

[canuk99]

 says 30 day plan  but this is what they have helped themselves to every ten days

[canuk99]

looks like this goes back forever, who gets a ten day plan?????

[softech]

@canuk99    Before you open ticket with CS Support, can you provide us more information?  

PM won't automatic charge every 10 days.  It would only charge every 30 days for renewal.  Renewal process is the only one that will automatically charge your CC

If you really see a charge from PM on your credit card every 10 days, maybe you have accidentally activate multiple PM accounts?  Can you send us a screenshot to show us what are the charges and how long it has been?