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Oliveriam
Great Neighbour / Super Voisin

Card Charged twice

My credit card expired before my account auto renewed. So my account was suspended until I topped up.

 

After I added the new credit card, I made a one time payment of the amount due ($120). Upon inspection my card was charged twice but different amounts($135.60 and $115.26) within the span of 2 minutes.

I have not enrolled this new card in autopay yet, however it charged my card with the autopay amount.

 

Please advise.


Accepted Solutions
softech
Mayor / Maire

Re: Card Charged twice

@Oliveriam   If you logon to My Account, do you see $120 sitting there as available Fund?

 

Also, the new card has the same number but just a different expiry date?  Either way I think Autopay does not need to re-enroll with new card as long as a valid card is on file

 

For this issue, I think you have the reason to ask Pm for a refund, simply open a ticket with PM Support:

 

Spoiler

 

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.


2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

View solution in original post


All Replies
esjliv
Mayor / Maire

Re: Card Charged twice

@Oliveriam 

The higher amount was the expected amount with taxes,  correct?

 

Credit  card company's Pending and Authorized charges sometimes can be different.  So, once the payment becomes Authorized , the extra charge may fall away. Keep an eye on it.

 

If both become Authorized,  then inquire with CSA be clicking the bottom right chat button to submit a ticket. 

 

Curious, did you select payment due or manually select to topup by 120?

 

EDIT,  OK, so you said you did not change to your new card on your self serve  account?

Is it just a new expiry that changed? If so this could explain why you see the charges..and one is likely going to go away. Let's hope.

softech
Mayor / Maire

Re: Card Charged twice

@Oliveriam   If you logon to My Account, do you see $120 sitting there as available Fund?

 

Also, the new card has the same number but just a different expiry date?  Either way I think Autopay does not need to re-enroll with new card as long as a valid card is on file

 

For this issue, I think you have the reason to ask Pm for a refund, simply open a ticket with PM Support:

 

Spoiler

 

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.


2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

View solution in original post

z10user4
Mayor / Maire

Re: Card Charged twice

 @Oliveriam : I'm leaning towards waiting on pending as well. For an autopay failure your balance would have had your rewards already. So the amount to pay will have been the $102. And yes look for the $120 in Available Funds. Maybe. If you're not tight on funds then you could just leave it there for your next renewal.

t_p
Town Hero / Héro de la Ville

Re: Card Charged twice


@Oliveriam wrote:

My credit card expired before my account auto renewed. So my account was suspended until I topped up.

 

After I added the new credit card, I made a one time payment of the amount due ($120). Upon inspection my card was charged twice but different amounts($135.60 and $115.26) within the span of 2 minutes.

I have not enrolled this new card in autopay yet, however it charged my card with the autopay amount.

 

Please advise.


@Oliveriam 

Have you checked your PM account Transaction history? Do you see what correspond to the 2 charges on your credit card? Better yet, post a screenshot if you can.

If you see what amounts to only one charge on cc and no extra money shows up in your Available funds, definitely contact CS to ask for credit of the extra charge:

 

Spoiler
Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue [Payment] > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.
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