overpayment

[JoeEdwards]

I signed up for Public Mobile on January 3 , 2022 at London Drugs in Cloverdale B.C. The charge was $28 dollars. In checking my VISA account I see that I was charged twice for $28 dollars on that day.  There was a problem when the clerk was trying to sign me up, so she called and talked to someone on your end who asked the same information that the clerk was trying to sign on with and thus could be the reason for the double charge once the original request went through. I would like to be credited with one of the $28 dollar payments. 

[guitarpickr]

Hi Joe, sometimes the banks are behind on their virtual statements and it looks like you've been double billed but you are not really. If this is the case it should clear up within a few days on your virtual credit card statement.

If you were accidentally billed twice with public mobile, no need to worry my friend they will clear it up and you will get credited on your account. Welcome to public mobile.

[darlicious]

@BKNS27 

You have activated previously at London Drugs. You have to pay the full plan amount + tax even if you register for autopay. Then the $2 autopay reward for the first month is credited to your available funds and the $2 autopay reward sits in your reward section waiting to be applied upon renewal.

If a credit is chosen in lieu of a refund then a $25 credit will be applied to the account balance. As any amounts added to the available funds in your self serve account have already paid the applicable taxes. Double charge of $28 - $3(tax remitted to CRA)=$25 account credit.

[BKNS27]

@JoeEdwards 

You will get a credit of $28 on your double charge. So you don’t have to pay for your second month.

Go to your Self Serve account under View Payment History and check for the credit.

The other option is to contact a PM CS_Agent to get a refund.

How come you didn’t go on AutoPay with a $2 discount/month on your $25/month plan and pay $23/month plus taxes?

[darlicious · Accepted solution]

@JoeEdwards 

You may find that a ghost account may have been created if a second sim card was used to get you activated. Ensure the CSA checks to see if that happened as it will continue to double charge your credit card if it isn't cancelled and deactivated. Otherwise it is much quicker to have the credit applied to your account balance and used for your next renewal then waiting for a refund to be processed. 

Currently Simple--Simon the Chatbot has gone haywire and won't allow users to verify their accounts to submit a support ticket so you must contact customer support via private messaging. Put "double charged at in store activation" in the subject line and use the following guideline to send your private message to the CSA's.

Spoiler

Here is a guideline on what to include in your private message to verify your account and speed up the service times to recieve customer support from the CSA's.

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less if you are able to supply all of the necessary info to avoid having to verify again via a link or text message sent to you by the CSA. 

Hopefully pm fixes this glitch sooner than later and cranks out an official announcement that the fix is in!! Be sure to choose an appropriate heading for the Subject Line that summarizes your issue.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

  To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Anonymous]

@JoeEdwards 

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

or you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent,

• send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[Anonymous]

And so you should. You'll need to contact the CSA's to have them rectify that. It might be faster if they could transfer the refund into your account. Not sure if that's an option. Send a private message to CS_Agent.