topic Re: [Resolved] Select customers missing Rewards upon plan renewal in Announcements

[Resolved] Select customers missing Rewards upon plan renewal

Alan_K — Fri, 25 Oct 2019 13:47:03 GMT

This issue is now resolved as of Oct 25, 2019.

11:00 AM ET - Oct 24, 2019

Hey Community,

We have identified an issue affecting select customers who renewed their service on Oct 23 & 24, in which customers did not have their Rewards applied to their payment. Data services, SMS, and calling are unaffected by this issue.

Rest assured that if you have been impacted by this issue, there is no need to create a ticket at this point in time. Our technical team has identified all impacted customers, and will be applying the missing Rewards as an account credit as well as providing a confirmation SMS by end of day. We apologize for any inconvenience caused and thank you for your patience.

-Public Mobile Community team

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Lar — Thu, 24 Oct 2019 15:35:11 GMT

Thank you Alan for jumping on this problem. My account got fixed within 30 minutes of reporting the problem. Cheers

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

LovesToPM — Thu, 24 Oct 2019 15:36:57 GMT

I was hoping for an update on this. Thanks @Alan_K for posting.

A family member renews tomorrow. Hope it goes better after today.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

totalUser — Thu, 24 Oct 2019 15:50:46 GMT

Thank you for keeping us up to date

We'll be sure to pass the word to anybody expressing the concern

Cheers

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Loree — Thu, 24 Oct 2019 16:51:25 GMT

Hi is so sad that I ALWAYS have issues with you I've been a customer for more that 3 years and I always keep my receipt every month. My phone is without service and I wanted to pay today I do the sign in and SURPRISE the payment I have to make is without any rewards so I decided not pay until you guys fix the issue. So please fix the ISSUE and I gladly will pay because I am tired like millons of other Canadians to be overpaying for everything, (credit cards, phone and cable bills etc). Thank you for your kindness and I hope to keep on counting with your service. Have a lovely day.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Loree — Thu, 24 Oct 2019 16:58:43 GMT

Hi is so sad that I ALWAYS have issues with you PM. I've been a customer for more that 3 years and I always keep my receipt every month. My phone is without service and I wanted to pay today I do the sign in and SURPRISE the payment I have to make is without any rewards so, I decided not pay until you guys fix the issue. So please fix the ISSUE and I gladly will pay because I am tired like millons of other Canadians to be overpaying for everything, (credit cards, phone and cable bills etc). Thank you for your kindness and I hope to keep on counting with your service. Have a lovely day.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

LarissaDDT — Thu, 24 Oct 2019 17:33:22 GMT

i have no data or SMS service right now. Does this mean I'm affected by this fix? And if so when can I expect to be up and running?
thanks

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

LovesToPM — Thu, 24 Oct 2019 17:42:42 GMT

@Loree If your phone is without service and you want service restored asap, you can pay the amount due.

If your rewards have not yet been credited, they are coming. You will just have double rewards applied before your next payment is due.

@LarissaDDT you are having a separate issue. If you would like the community users to take a look, you can create a new post/thread with some details (but do not post any personal info).

As per original announcement, "Data services, SMS, and calling are unaffected by this issue."

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Loree — Thu, 24 Oct 2019 17:53:14 GMT

Thank you we will waiting because I not even have access to see any info about payments in my account.Thank you for your help.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Loree — Thu, 24 Oct 2019 18:04:48 GMT

I really appreciate your help Alan for keeping us update, but for me is been to many bad experiences, I can pay without seeying my bill because in my page I can't see some info, I do not want to pay in advance because I've been with so many issues with PM, for instance one time I refered a friend I never had any rewards and is not the first thing sadly for me, but Thank you for your kindness.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

CalgaryBen — Thu, 24 Oct 2019 19:19:28 GMT

Looks good. Credits received on affected account, with these messages received:

Interestingly, part 1/2 came in at 11:51am, and part 2/2 arrived at 12:12. Seems they were batching the 2 parts separately! Also interesting that first message had apostrophes replaced by ? (unicode?) while they were correct in second message (yes, I notice these things!).

"Rewards" section of self-serve account still shows an error banner, but I won't sweat it as there doesn't seem to be any impact at this time. May or may not be related.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

mh1983 — Thu, 24 Oct 2019 19:21:45 GMT

Appreciate the update. Just a nitpick: where so many community users reported this issue, it's a bit alienating when you guys say "We identified an issue". Why not something that acknowledges that it was reported in the community so that we feel vindicated? Like "We acknowledge the issue that was reported in our community and are investigating..." These little things make a difference to customers.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Tomciopalec — Thu, 24 Oct 2019 20:58:57 GMT

Hi,

Good to hear that it was not just me.

On my payment history I see credits applied as usual but my credit card was charged full amount for my plan.

Looking forward to the fix.

Thanks

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Karnbot13 — Thu, 24 Oct 2019 21:16:05 GMT

I wonder of it was the same issue that hit people renewing in September. My reward/data issue was sorted out then but it sounds like it was only partially fixed overall and is recurring?

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

tknguyen — Thu, 24 Oct 2019 22:30:03 GMT

Anyone else's credit from this issue not match up with their rewards?

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

cavemantoronto — Fri, 25 Oct 2019 02:02:02 GMT

I think Public should do something for the customer like $10 goodwill on top to affected customers. Some might have lost service if they don't use autopay or had to top up again.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

GR — Fri, 25 Oct 2019 12:32:42 GMT

@Alan_K one of my accounts was supposed to renew last night, I just checked it and the rewards weren't applied and the autopay didn't apply the funds either. It says plan expired but the account still works for now.

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

Loree — Fri, 25 Oct 2019 12:50:11 GMT

Good morning I check last night and everything for me is fine and it's working. Thank you for fix ing the issue and give solution to the situation I had yesterday with my account and the rewards issue. I hope if others are still going through the same problem I had yesterday with my rewards, have a speedy solution to their cases too.

Have a lovely day

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

will13am — Fri, 25 Oct 2019 13:30:27 GMT

@mh1983 wrote:
Appreciate the update. Just a nitpick: where so many community users reported this issue, it's a bit alienating when you guys say "We identified an issue". Why not something that acknowledges that it was reported in the community so that we feel vindicated? Like "We acknowledge the issue that was reported in our community and are investigating..." These little things make a difference to customers.

Yeah, the wording isn't the best. That said, it is always customers that identify problems like this as they are the ones affected. Maybe the wording should be "we have identified the cause of an issue... and are apply corrective actions"

Re: [Fix in Progress] Select customers missing Rewards upon plan renewal

will13am — Fri, 25 Oct 2019 13:31:57 GMT

@cavemantoronto wrote:
I think Public should do something for the customer like $10 goodwill on top to affected customers. Some might have lost service if they don't use autopay or had to top up again.

Good point. Personally I have never had a service disruption before. If I did and it was clearly not my fault, I would at least seek service credits.