Unauthorized charges duplicate charge on the account.

[Mynameisjayee]

Plan Premium

Country PH

Device HUAWEI 

Operating System Android

My Question or Issue

Today i got notif that i was charged for. Monthly subscription. Supposedly i will get charged by next month. I am using globe prepaid mobile. And the amount deducted is 149php. Give my load back. Stop this duplicate charge. Today is a pandemic crisis dont take away our credits just like that

[OneByBoo]

Hi there @Mynameisjayee

thanks for reaching out to the community !

Sorry to hear you're having issues with your payments but i'm sure we can track them down and solve the issue.

Before we start, i want to point out this info page regarding unexpected charges.

It holds valuable info and can find the source of the mistaken payments.

Then, what i would like you to do is to use this help page to locate all the accounts listed with your details and to make sure you do not have any other active accounts causing these extra payments.

If you find any extra account, make sure to cancel them following the steps on this official support page and to read all about refunds eligibility here.

Hope this helps.

Let me know if you need anything else 🙂

[Mynameisjayee]

Thank you for your response. Unfortunately i have checked the support link
u provided since i understand that we are in hard times right now but, i
hope u understand as well that every penny that is being deducted or
credits to be taken is not acceptable during this crisis. Hope this can be
resolved. Waiting for your response.

[OneByBoo]

Hi @Mynameisjayee,

thanks for checking my post !

Have you checked all support pages and followed the instructions on them?

Have you found the reason behind the charges ?

Thanks for your cooperation 🙂

[Mynameisjayee]

Anyone? Any updates? 

[Xenia]

Hey @Mynameisjayee,

If you have questions about your mobile payment status, it’s best to get help from our billing partner Fortumo, since they manage mobile payments. Check out their support centre.

Hope this info is useful. We'll be right here in case you need help with anything else.

[Mynameisjayee]

Nothing is a Help and it seems that it is a known issue for some subscribers. 

[Elena]

Hey @Mynameisjayee!

We're sorry to hear that your issue still persists.

Could you take a look at your Receipts page? If you don't see any extra payment there, it means that you might be paying for 2 different accounts.

Take a look at this page under ''Do you have more than one Premium account?'' to see what you can do to locate your second account. 

And feel free to follow the steps there to reach out to our support team if you're not able to find where the charges are coming from.

Also as @Xenia mentioned, it's a good idea to reach out to the folks over at Fortumo since the payments go though their system.

Keep us in the loop!