overcharged

[Rhonda14155]

I have several charges on my account that are unusual.  I normally pay $28 per month for unlimited text and calling.  I believe my plan allows for 1G of data.  I was charged the following:

Mar.27-$33.90

Mar.29- $33.90

Mar.31- $33.90

Apr.4- $16.95+ $33.90

Apr.5- $16.95

Apr.6- $16.95+ $33.90

This amounts to a total of $220.35 which I had not authorized.  Please advise what is going on???

[Rhonda14155]

I sent a message to CS Agent about an hour ago.  How long does it normally take to get a response?

[Rhonda14155]

What? Are you serious?

[Rhonda14155]

Sorry, I'm having trouble with the process, and don't have the time to sit at the computer for hours trying to figure it out.

[Rhonda14155]

This is the same issue that I am trying to get resolved.

[DDM69]

@Rhonda14155  If it’s confusing, maybe call a friend over to help you. 

[DDM69]

 

[DDM69]

@Rhonda14155 

How about you stop complaining about not getting community help when you don’t try the recommendations offered.  
It’s like complaining about your doctor when you chose not to take the prescribed medication. 🤪

[LitlLdy]

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@DDM69 wrote:

So what did you find out?

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@DDM69 , Op created another post today 1 hr ago about this same issues stating “I sent a request to "the Community" yesterday and basically got no help.”! So, technically duplicate post!

Edit: @computergeek541 would you mind combining these 2 posts to keep all the messages or leave them as is? Overcharged

[LitlLdy]

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@Rhonda14155 wrote:

I went to inbox-typed CS Agent in Search box- got message form- typed CS Agent in To box-got "No match" message.

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@Rhonda14155 , @softech gave you the direct links yesterday & again today to contact customer support CSA!

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

[HALIMACS]

Type it with the underscore.   It is located on the same key as your hyphen - it should be anyway.

CS_Agent

[Rhonda14155]

I went to inbox-typed CS Agent in Search box- got message form- typed CS Agent in To box-got "No match" message.

[softech]

@Rhonda14155 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Overcharged/m-p/979266/highlight/true#M67...

[Rhonda14155]

I went to my post. No down arrow.  

[softech]

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@Rhonda14155 wrote:

This is very complicated but I will give it a try.  BTW there is only my phone, xxx-xxx-xxxx, on this credit card.

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@Rhonda14155   or message them directly using method 2 above

and this is an open forum, please remove your phone number for your protection.   Just go back to the post, click the down arrow and select Edit Reply and remove the phone number

[Rhonda14155]

This is very complicated but I will give it a try.  BTW there is only my phone, on this credit card.

[dust2dust]

One of the replies yesterday gave instructions to contact support. Did you? Other replies were trying to help. There is no verbal talking to an actual person. Just this typing method of actual people. Like us. But we can't fix this problem. That needs support. Go here and in the To box type CS_Agent. You should get a reply and they will ask you some verification questions. Your 4 digit account pin would be best.

[softech]

@Rhonda14155   yes, i was trying to help yesterday too.  We tried to ask you to confirm different phone and not receive your reply since

If you are certain the charges are wrong, and confirmed that your son wasn't trying to switch between different plans, please submit a ticket with PM support:

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[Rhonda14155]

I have received a bunch of charges on my credit card totalling more than $200.  I sent a request to "the Community" yesterday and basically got no help.  What is the point of using an inexpensive carrier, if they can arbitrarily tack on a bunch of charges and then offer no way to get it resolved? Is there a way to talk to an actual person?   

[DDM69]

So what did you find out?

[maximum_gato]

@Rhonda14155 

Identify the two renewal dates that are correct for you and your son's accounts. Then check each of the account's payment history to see if the extra charges/debits appear and if the extra funds appear in the account's available funds balance and/or if there are multiple plan renewals showing.

Contact customer support with the transaction #'s from your credit card statement for the incorrect charge amounts. Credits for these amounts can be applied right away and used for future renewals or a refund back to your card will be given but refunds can take up to 30 days to be processed so opting for a credit may less hassle.

Once your choice has been arranged ask the CSA to open a ticket with the tech team to investigate why the multiple transactions occurred in your account. Be sure to get the ticket reference # for easy follow up as these kind of investigation can take up to 30+ days to be properly investigated.

Public Mobile does not have a proper pre-authorized payment structure set up that allows extra payment charges to your registered card. Instead "autopay" is only supposed to allow a once every 30 days charge to your card of the balance owing for your plan amount after any available funds and/or $$ rewards are applied first.

[BKNS27]

@Rhonda14155 

This is a public forum so please click on the reverse V in the circle on the top right then remove your personal numbers or you will get a lot of spam calls.

Submit a Ticket on SIMon Chatbot on the bottom of this page or private message a CS_Agent for them to investigate.

[softech]

@Rhonda14155 

we are just customers like you and this is an open forum.  Please remove the phone numbers.

And can you login to both accounts and make sure you use Incognito mode to login, check the Payment history page of each account. Kindly let us know what you see from both payment history 

and check with your son as well to confirm if any chance he was switching between the $30 and $15 plan couple times and used Change plan now option.  

and which plan the two account supposed to have?? $30? $15?

[Rhonda14155]

These charges appeared on my credit card.  I believe the card is used for 2 phones: mine xxxxxxxxxxx and my son's xxxxxxxxxxxxx.  Can you tell me what phone the charges were for and the reason for the charges???

[softech · Accepted solution]

@Rhonda14155   Just to confirm, those charge were confirmed on the credit card?

any chance your same credit card was used to pay for different accounts?

did you activate on around Feb 25, but failed with some errors, and you attempted multiple times in the next couple days?  If so, you could have created some "ghost" accounts in those activation attempts

Or any chance you tried to make some plan change and clicked "Change plan now" around Mar 29 ?

Did you login to My Account using Incognito mode and check the Payment history?  any chance you see those payments appear on those dates?

If those are really suspicious charges with no explanation, please open ticket with support and hvae them to investigate further

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there