remove add-on

[heatheredmund]

I want to remove Add-on 1GB that was added on July 15.

[DS-Smith]

Thanks solved it when I read the monthly totals.  Also note that there appears to be a problem with the links in the My Account sidebar in Firefox (none of them seem to work) so had to sign in again with Opera...

[hTideGnow]

HI @DS-Smith   Yes, they broke it into 2 lines for the $15 plan

[DS-Smith]

Solved it.  It seems they count my free 100 minutes of Canada-wide in my plan as an add-on and list it separate.  Confusing...

[dust2dust]

@DS-Smith- Are you on the $15 plan? Plan charges are broken down to the base $10 and then the rest shows as another line.

Adding:

[hTideGnow]

HI @DS-Smith   it is not an addon they charge you

you are on the $15 plan?  the $15 plan is broken into 2 lines on the Payment history for every renewal, you should see a $10 charge for the service then $5 for the data.  So, they just borken the $15 into $10 + $5

or you can post a screenshot if it is not what you see

[DS-Smith]

"it is only a one time purchase you will not be charged again " That's what I thought but I just discovered that I am being charge $5 a month, every month for an add-on I thought was a one-time top up...

[Meow]

In most cases purchased add-ons are not refundable. You could plead your case with the agent and see if they are willing to refund you.

[MrSpock]

@heatheredmund hi unless it's not working or was the wrong one , an add on can't be removed after it's added it will stay on your account until it's consumed, it is only a one time purchase you will not be charged again 

[hTideGnow · Accepted solution]

HI @heatheredmund   Do you want to "remove" the add on or you want to "refund"?

PM is prepaid provider and cannot provide refund.

You can however ask them to change to another add-on or reverse the charge and leave it in the account as Available Fund

Please open ticket with CS Agent

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing :"Wrong Add-on / plan purhcased"
Then click "Contact Us"
and then click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Timer]

@heatheredmund 

contact to support team by CS_Agent