Charged twice For add on

[epetil8228]

Hi!

I bought a 1GB add on ($20) for a trip to US and I initially paid for it on May 07. Once the payment went through as it was shown in my credit card, the add on still didn’t work when I reached passed the US border. 

Then I checked my account once I managed to get to Wifi and it stated that I owed $20, which I then paid. Now the data is working but my credit card and payment overview stated that I was charged $20 on May 07 and again on May 08 (total $40). Can the initial $20 from May 07 be refunded as it was when the data wasn’t working? 

[CS_Agent]

Hi,

I'm really sorry to hear that you are experiencing this issue, but we can surely help you find a solution

In order to do so, can you send us a private message via the Community? Please click on this link: https://goo.gl/JnHqMR

Kind Regards,

Rod,

Public Mobile Moderator Team

[geopublic]

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@epetil8228 wrote:

Hi!

I bought a 1GB add on ($20) for a trip to US and I initially paid for it on May 07. Once the payment went through as it was shown in my credit card, the add on still didn’t work when I reached passed the US border. 

Then I checked my account once I managed to get to Wifi and it stated that I owed $20, which I then paid. Now the data is working but my credit card and payment overview stated that I was charged $20 on May 07 and again on May 08 (total $40). Can the initial $20 from May 07 be refunded as it was when the data wasn’t working? 

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@epetil8228  You can also check your balance by dialling *611 from your phone.

[will13am · Accepted solution]

@epetil8228, can you login to your self serve account and check if there is a fund balance of $20.  If so, then you don't need any credit as the second top up was never spent.  If your fund balance is $0, then you will need to contact the moderator team for a credit.  The moderator team can be reached via private message using this link.  Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

For future reference, here is a excellent illustration of the add-on purchasing process.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974?adv...