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bill payment

feck
Great Neighbour / Super Voisin

i just received my visa statement and i have been charged twice on nov 10 for 23.00 and 25.30 Why? and how does it get reversed?

4 REPLIES 4

Triguy
Mayor / Maire

PM is prepaid so no guarantee of a refund but you can submit a ticket to a CSA.

Here’s when and how to contact our Customer Support Agents:

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
  • Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

t_p
Mayor / Maire

@feck wrote:

i just received my visa statement and i have been charged twice on nov 10 for 23.00 and 25.30 Why? and how does it get reversed?


@feck 

Check the transaction history in your PM account to see if there are 2 payments showing. If one is wrong, contact CS for review/credit via:

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

After sending the message, watch your community inbox for their reply.

 Edit: The previous post mentions

 

Mayor / Maire
7m ago
Re: bill payment
 PM is prepaid so no guarantee of a refund but you can submit a ticket to a CSA.

 

That's not correct. If you've been wrongly charged, prepaid or not, you'll be entitled to a refund or credit to your account.

softech
Mayor / Maire

@feck   Can you login to My Account and check the Transaction History?

https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

 

Select Last 30 days and click Search so it gives you a clear look of what are charged on the last 30 days.

 

Do you see the 2 charges , any chance you can post a screenshot?

 

Also, did you activate around Oct 11 and do you recall if you got issue during activation and you have to re-try the activation?   

 

A situation for some users is that they saw an error during activation and through the activation didn't go through.  They went ahead and try again.  The result of this would be 2 accounts were activated.  The real one and an "ghost" account.

 

But no worry, you can open ticket with PM and have them to confirm.  Any overcharge can be reversed back to the account for next renewal or refunded (but it could take 2 weeks or more)

S--S
Mayor / Maire

@feck 

sign in to Self-Serve, to review your account, if you found at Available Funds: $$ has the amount left, leave it for next bill cycle the will take it from there automatically,

or you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

 

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
    Click here to submit a ticket↗↗.

 

  • or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
  • please include in your message,
  • phone number,
  • account 4 digit pin,
  • Email address,

 

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  • During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
    • Monday to Sunday: 6 AM to 10 PM EST
    • Note: For public mobile No Support by phone call or Email.. only by CS_Agentprivate message..

    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

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