I paid twice??

[brandylynn]

Hi,

I am new. Why did I have to pay for my plan $35.00 then pay another $35 to top up??? Is this normal for Public Mobile?? I haven't experienced that with any other prepaid service before.

Thanks

[BearFBI]

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@NDesai wrote:

@BearFBI  wrote:

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@NDesai wrote:

@BearFBI Please remove the method you posted to contact mod team. They have advised us not to tell people the shortcut to create a ticket. They need to provide additional info so the bot can fill the info needed to create a ticket in proper category. This helps the mod team to prioritize and track issues. 

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@NDesai Thanks I never knew that.

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Please don't forget to edit your post to remove it.

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@NDesai I changed it to better represent the method of talking to SIMon first to see if he can help any issue.

[NDesai]

@BearFBI  wrote:

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@NDesai wrote:

@BearFBI Please remove the method you posted to contact mod team. They have advised us not to tell people the shortcut to create a ticket. They need to provide additional info so the bot can fill the info needed to create a ticket in proper category. This helps the mod team to prioritize and track issues. 

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@NDesai Thanks I never knew that.

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Please don't forget to edit your post to remove it.

[geopublic]

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@BearFBI wrote:

*Removed Post*

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@BearFBI  Thanks!!

[geopublic]

@BearFBI  can you please remove the quote it was sent in error.

[BearFBI]

*Removed Post*

[geopublic]

@brandylynn  You had $35 in your account and your plan renewed then the Auto-Pay credit of $2 got added to your account and then you made a payment of $33 to cover your next renewal.

Did you make a manual payment of $33 (amount owing)? If yes, on your next renewal just let the process complete and everything will go back to normal.

If you did not make a manual payment then submit a ticket to PM and ask them to investigate.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking  here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

[NDesai · Accepted solution]

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@brandylynn wrote:

Here is the transaction history. I am new to Public today. I picked and paid for my plan and signed up for autopay. After that, it showed Amount Owing: $33 and showed Available Funds: $2.  So I paid the $33 owing and now it shows Available Funds: $35.00. Was it ok that my Available funds showed $2?? Thanks

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The extra $33 charge will sit as account balance and it will be used towards your next renewal. Not sure how that happened. Did you manually pay or the system did it automatically? The $2 is the AutoPay rewards you got because you enabled AutoPay during activation. On your next renewal, you will get another $2 if you keep AutoPay enabled. Let the system do it's thing. It will use the current available balance and will not charge anything on your cc.

[gpixel]

@brandylynn that's correct, $2 is the available funds in your account at the moment. you didn't have to add more funds till the next renewal date. at least you don't have to pay again till June 16-18! and make it a practice to manually pay a few days ahead of your renewal date. sometimes the auto pay doesn't work correctly and it won't subtract funds from your credit/bank account. you will still qualify for the $2 auto pay reward.

[BearFBI]

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@NDesai wrote:

@BearFBI Please remove the method you posted to contact mod team. They have advised us not to tell people the shortcut to create a ticket. They need to provide additional info so the bot can fill the info needed to create a ticket in proper category. This helps the mod team to prioritize and track issues. 

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@NDesai Thanks I never knew that.

[brandylynn]

Here is the transaction history. I am new to Public today. I picked and paid for my plan and signed up for autopay. After that, it showed Amount Owing: $33 and showed Available Funds: $2.  So I paid the $33 owing and now it shows Available Funds: $35.00. Was it ok that my Available funds showed $2?? Thanks

[NDesai]

@BearFBI Please remove the method you posted to contact mod team. They have advised us not to tell people the shortcut to create a ticket. They need to provide additional info so the bot can fill the info needed to create a ticket in proper category. This helps the mod team to prioritize and track issues. 

[Naepalm]

@brandylynn 

It may have been a glitch with the website. This has happened to me before with amazon where it didnt register I paid then I did it again. it is not uncommon if there is a problem with connectivity or something else. Your account should show an extra 35.00 if it doesnt ask to speak to a human through SIMon on the help page. 

[BearFBI]

@brandylynn You could just leave the amount in your account for next month. If you have 0$ In your account and you got charged twice then you will have to contact a mod. But before you do show us your payment history like everyone said above.

[popping]

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@brandylynn wrote:

Hi,

I am new. Why did I have to pay for my plan $35.00 then pay another $35 to top up??? Is this normal for Public Mobile?? I haven't experienced that with any other prepaid service before.

Thanks

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Don't create a moderator support ticket yet until you find out what happened to the extra payment.

Please post a screenshot of your payment history with your personal info masked out.

We will determine what had happened.

You may have $35 available fund in your account.  The extra payment will be used on your next renewal date.

[gblackma]

@brandylynn, as @JoyLuck  suggested,  check to see if the 2nd  amount you paid shows a credit in your self service account. If it does, leave it to pay for next month's 30 day renewal cycle. It normally takes around 30 days to get a refund. If it doesn't, use @BearFBI 's suggestion and ask the moderators ( PM customer service). Stay safe.  Welcome to PM. 

[NDesai]

@brandylynn What are the dates for those 2 transactions? When did you activate? If you can, post a screenshot of the payment history from your self-serve account and hide any personal details.

[geopublic]

@brandylynn  Dial *611 if the amount is reported as a balance in your account then that amount will be used to pay for your next renewal.

[JoyLuck]

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@brandylynn wrote:

Hi,

I am new. Why did I have to pay for my plan $35.00 then pay another $35 to top up??? Is this normal for Public Mobile?? I haven't experienced that with any other prepaid service before.

Thanks

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Did you just top up your account? Check self service? Did you renew your plan?

[BearFBI]

@brandylynn No this is not normal. Contact a Moderator. But before you contact them can you show me a screenshot of your payment history? blur out sensitive information. I want to make sure it is actually a double payment rather than something else. Remember that the 35$ Plan are monthly plans so they are meant to be topped up every 30 days. You could just leave the money in your account for next renewal. If you have no money in your account and got charged twice then contact a moderator.

Contact a moderator:

Step 1: Click Here to chat with SIMon

Step 2: Tell SIMon what the issue is and see if he

can find a solution for you.

Step 3: If SIMon cant help you Type in “moderator” to

connect to a Public Mobile customer service

representative.

Step 4: Choose “Account-specific question”

  

Step 5: Then choose “No, I want a human”

  

Step 6: Create your ticket

Check the sent folder to make sure your ticket was sent and the inbox

for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time