05-18-2021 04:47 PM - edited 01-06-2022 02:43 AM
I signed up for an account with Public Mobile (40.00 / month) in March and set up auto pay on my credit card when I accessed my account. The payment for March processed on March 1, 2021 for $45.20 as it should have.
Since then the following payments have been charged to my visa:
March 31, 2021 $45.20 This is correct for April
April 10, 2021 $45.20 This is not correct
April 20, 2021 $45.20 This is not correct
April 30, 2021 $45.20 This is correct for May
May 10, 2021 $45.20 This is not correct
and I just got another text telling me that another payment would be coming out for May.
Could someone look into and correct this error?
Thank you,
Darren Thompson
Solved! Go to Solution.
05-18-2021 08:28 PM - edited 05-18-2021 08:36 PM
@Anonymous
But if you can put out a fire with a fire extinguisher, why call the fire department?
The onus still lies on the OP's shoulders the way I see it.
05-18-2021 08:25 PM - edited 05-18-2021 08:32 PM
Are you paying for 3 accounts in total? Did you have any issues when you first set up your account?
Why have you just discovered this?
Since then the following payments have been charged to my visa:
March 31, 2021 $45.20 This is correct for April
April 10, 2021 $45.20 This is not correct
April 20, 2021 $45.20 This is not correct
April 30, 2021 $45.20 This is correct for May
May 10, 2021 $45.20 This is not correct
and I just got another text telling me that another payment would be coming out for May ..... 20???
What retailer did he activation(s) for you??? Out of curiosity does your credit card show Public Mobile or the retailers name when activated at a retailer? Or does it show 2 times on your credit card per activation? (1 for SIM and 1 for Activating)
05-18-2021 07:30 PM
@Drew140 wrote:No just the payments coming out. I have forwarded to the moderators and they are looking into it....thank you so much for your help!
Can you screenshot this area for us, please, or just advise us what the amount is displaying in this Available Funds field on your self serve. Really curious to know if the excess payments are going there...
05-18-2021 07:21 PM
@Drew140 wrote:No just the payments coming out. I have forwarded to the moderators and they are looking into it....thank you so much for your help!
@Drew140 ,
If you have another payment card you can use, I would change the credit card you have connected to that one account (I believe you do have) through your Self Serve asap.
And keep an eye out for any other weird credit card transactions.
I am hoping Moderators are acting swiftly with you on this.
You can change your credit card number here, at bottom, left corner.
05-18-2021 07:15 PM
I agree what @computergeek541 said, there is really no reason why they are charged on different days if the retails accidentally activated multiple times.
@Drew140 it looks to me they are from different accounts for whatever reason. Did you logon to your Self-Serve and confirm the Payment->Transaction History ? if you only see one "Automatic Top-up" entry per month, then those other entries are for different accounts.
Or if you see all those entries on your Self-Serve, then it's not bad, Mod can probably explain why and sort out the situation easily.
05-18-2021 06:52 PM
Well we will wait with baited breath your update!
05-18-2021 06:50 PM
No just the payments coming out. I have forwarded to the moderators and they are looking into it....thank you so much for your help!
05-18-2021 06:49 PM
Did your plan renew each time a payment came out? Like....did your data reset? Or was it just payments coming out? You must be signed up for autopay. Have you had the $2 autopay reward apply?
05-18-2021 06:25 PM
Initial activation - good
30 days later - good
10 days later not good
10 days later not good
10 days later (30 days from last known good) - good (coincidentally??)
10 days later not good
Text for 10 days later - not good
So something seems to have gone very wrong after that first renewal.
@Drew140 : did you sign up for a promo at the time?
What does your account Pay before date up top show? Maybe post a screenshot of your overview page. Blank out personal info of course.
That's awfully expensive 10 day service!
05-18-2021 06:12 PM - edited 05-18-2021 06:42 PM
@Anonymous
Its just a random guess seeing how it seems to be renewing every 10 days. I had my RBC $40 promo plan randomly renew mid cycle for $10 plan amount and change my renewal date. So who knows.....and your test thru self serve vs an in store activation with access to old plans is a whole different kettle of fish....I sure want to know how the OP landed three identical fish a month!
05-18-2021 05:56 PM
@darlicious : Good theory but with the recent experiment by a fellow regular with the plan builder and choosing 4G...it simply didn't work. There aren't any 10 day plans anymore. So even if an old system chose it somehow, the plan should not have worked. Although who knows...with the 4G test, there was an original plan to fall back on. This was initial activation.
I vote fraud though.
@Drew140 : So your payment card isn't intentionally paying for any other Public Mobile accounts?
05-18-2021 05:42 PM
my dear i love to help
i appreciate it very much
and be Happy and safe to all customer public mobile with a beautiful service
Good Luck to your life.
05-18-2021 05:33 PM - edited 05-18-2021 05:34 PM
Its a bit of a weird one....we will all be dying to know what happened to cause your account to renew every 10 days.🤔
05-18-2021 05:32 PM
Thanks, I have sent a message to the moderators
05-18-2021 05:31 PM
Thank you I will do that...
05-18-2021 05:31 PM
@Anonymous
Thanks for supplying the info on how to contact a moderator....third time lucky hey?!!😃
05-18-2021 05:24 PM
I have heard that the activation portal in store can sometimes have access to old plans. It almost looks like you are some how on the old 10 day plans that pm used to offer as it appears your plan is renewing every 10 days. Maybe the clerk put an old code in or the pm gremlins came out that day to play with your activation/account.
I would be interested to hear what the moderator has to say....they may need to open a ticket with the tech team. Be sure to get the reference number if they do so.
05-18-2021 05:15 PM - edited 05-18-2021 05:16 PM
Once Public Mobile rectifies this matter, I would definitely make it a point to offer a review of the associated store where you activated.
If the retail outlet did indeed have earlier failed attempts at prior activations before getting it 'right', this is something which has also impacted other customers who also sought out help in the Community, and should be brought to the attention of Public Mobile.
Use the below link to offer a review of the associated store - if they messed up your activation, Public Mobile should be aware such that appropriate education and training can be supplied to avoid a repeat situation:
Providing feedback on store experience (publicmobile.ca)
05-18-2021 05:10 PM
you have to Submit a ticket to a moderator.
Here’s when and how to contact the Moderator Team:
Good Luck
05-18-2021 05:03 PM
@computergeek541 wrote:
That would actually be payment for 3 seperate plans. If this were the case of a retail store accidently opening more than one account, the plan payments would all be on the same day.
@computergeek541 - Why, yes it would!
05-18-2021 05:02 PM
That would actually be payment for 3 seperate plans. If this were the case of a retail store accidently opening more than one account, the plan payments would all be on the same day.
05-18-2021 04:58 PM - edited 05-18-2021 05:04 PM
@Drew140 wrote:It was activated in store.
The store must have created (at least) 2 accounts on you.
If you have not registered for a Self Serve account, use the link above to see (at least one of the transactions of one account).
05-18-2021 04:56 PM
It was activated in store.
05-18-2021 04:54 PM - edited 05-18-2021 04:55 PM
Wowsers! That's not right. Contacting the moderators is necessary to correct this. Click on the chat bubble at the bottom right corner of your screen and type account specific issue and human and follow the prompts to submit your support ticket via simon.
Or
Contact the 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:
If you cannot remember your pin # include at least three of the following:
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 as I have had some very quick responses today. 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 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 Moderator_Team.
To send a private message to the moderators click below:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
05-18-2021 04:54 PM - edited 05-18-2021 04:54 PM
@Drew140 : Did you attempt any earlier activations and maybe errored out? Did you activate in a store? Or yourself? Or a pre-activation from a vendor?
05-18-2021 04:54 PM - edited 05-18-2021 05:06 PM
@Drew140 wrote:I signed up for an account with Public Mobile (40.00 / month) in March and set up auto pay on my credit card when I accessed my account. The payment for March processed on March 1, 2021 for $45.20 as it should have.
Since then the following payments have been charged to my visa:
March 31, 2021 $45.20 This is correct for April
April 10, 2021 $45.20 This is not correct
April 20, 2021 $45.20 This is not correct
April 30, 2021 $45.20 This is correct for May
May 10, 2021 $45.20 This is not correctand I just got another text telling me that another payment would be coming out for May.
Could someone look into and correct this error?
Thank you,
Darren Thompson
Looks like you have two+ accounts being renewed each time. Do you have two or more accounts?
If not, I would contact the Moderators about this to see what may be connected to your credit card.
Log into your Self Serve account and view your Transaction history:
https://selfserve.publicmobile.ca/Overview/
If you activated in store you may need to register for a Self Serve account:
https://selfserve.publicmobile.ca/self-registration/
To contact the Public Mobile Moderator_Team, there are two methods to reach them:
1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,
or use this link to: Get Help With SIMon the Public Mobile chatbot
OR
2 – Slower - Use this link to:
Private Message to Public Mobile Moderators (PM Customer Service Representatives)