over charged on account

[Tiffiny]

Hello, On July 19th my auto top up was set to go through however I had replaced my lost card and it needed updated. When I went in I changed my plan, then I paid for my new plan with my new card. I had no cell service because I hadn't paid for service as of yet. When I looked through my bank records today I noticed I was double billed on July 19th. 101.70 and 108.48 then when I looked at my account I noticed they billed me for my old plan which I changed. $90 plus hst and my new plan $120 less my credits $96 plus hst $108.48 since the credit would be applied to the first transaction you can see that first I did in fact change my plan before any payments went out. Please refund me the $90 plus hst as a credit to my account. I realize this will appear in my account as $90 not $101.70 ($90 plus hst) Thank you I have screen shots of my bank transaction and my account which you can clearly see. @CS_Agent can someone get back to me?

[Tiffiny]

That is not what happened at all. I clicked on change plan, changed my plan then topped up to pay my plan. I personally made one payment for the new plan as you can see by the transactions. The system took another payment on its own after. I want my money back!

[WearySky]

I'm a bit confused about the order of events here... But one thing I can tell you for certain - if you had no service, that means your account was temporarily deactivated.  And you can't change plans while your plan is deactivated, you can only top up to reactivate your old plan. So here's my guess as to what happened (I'm not sure what it looks like in the portal because I've never done it):

1 - you logged into self service.

2 - tried to change your plan to the $90 plan

3 - topped up for the amount of your $90 plan

4 - still had no service, so did something like "reactivate my plan" which charged you for the full amount of your old plan

5 - voila, double bill.

(or, the ordering could be switched if you did "reactivate my plan" first and then swapped plans after, if you didn't choose "future date my plan change" in the self service portal, in which case it bills you for the new plan immediately)

What plan is showing on your self service right now?  Your old one or your new one?  

At any rate, the mods will certainly be able to help you out.  For billing stuff it sometimes takes them a bit longer, but they'll get you sorted.

[pakmode]

Patience young grasshopper. The Mod Team is the best in the business, and they'll resolve it for you shortly I'm sure. 

[Tiffiny]

I already did that. It's been 2.5 hours so I tagged them here hoping it would get enough attention they would see it. Idk how to attach screen shots in pms.

[evanh]

It would be easier to send a private message to Moderator for assistance since you cannot share your account information with them via post in community:

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

Make sure you provide them with your account info and you may also want to attach any screenshot mentioned in your post to speed up the credit process.