A similar issue happened to me, and they just put the amount in available funds instead of refunding my credit card. I'm on a 90 days plan so having 6 months of phone bills tied up was really inconvenient
Just to join the chorus, I also experienced this exact issue on May 12th. Was informed my auto-pay did not go through with a service disconnect, pushed through a manual payment, reviewed my credit card statement to identify the double-charge (both charges posted) and immediately followed up with the moderator team to reverse the duplicate charge.
I've been told that they need to investigate and that it will take roughly 3-4 weeks to correct the issue and return my funds due to "the volume of demands within the payment department". Needless to say, seeing how this is clearly a systems issue that impacted multiple individuals I'm not at all impressed by that response.
I've been pleased with the quality of phone service I've received from Public Mobile over the past year but this feels like they're hiding behind their lack of physical location / phone line to respond to a tools issue that was entirely on their end.
I'd like to echo the sentiment put forward by @UberTag I've been quite pleased with service. But due to a payments system failure on your end my phone is without data and is virtually useless. I've attempted to add more data but now I just have a useless $30 credit on my account. The lack of ability to communicate with this company is very worrying in an industry that requires high speed communications. I will be forced to move my business tomorrow morning if the issue is not fixed. And I do mean forced. My device is virtually useless with no way to rectify and no SLA in place for proper expectations.