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Over charged for literally no reason

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Level 1b
So last Thursday I spoke with you in regards to changing my plan. The change was made on Friday, email was sent to me to confirm and a separate email stating I was in credit $102 then the weekend passes and come Monday. You guys take $99.99 out of my account, with out permission or notice. Now I am unable to buy essentials such as food and medication. I need this to be resolved as soon as possible but I can't even call TPG due to the Coronavirus