topic Re: Automatic Top-Up and Loyalty Recognition Rewards not applied in Get Support

Automatic Top-Up and Loyalty Recognition Rewards not applied

AdrianaF — Tue, 04 Jan 2022 10:21:26 GMT

Today my credit card was automatically charged $15+tx instead of $12+tx that was supposed to be charged. The $2 automatic top-up discount and the $1 loyalty recognition reward wasn’t applied like the months before.

I lost my cell during a few days at the beginning of October and I declared the phone lost. When I found it 5 days later I reactivated my account. It wasn’t supposed to affect my loyalty reward because the phone stayed suspended less than 60 days (https://publicmobile.ca/en/qc/get-help/articles/the-loyalty-reward).

Can someone help me to solve this issue?

Below a screenshot of my transaction history.

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

t_p — Sat, 23 Oct 2021 10:11:05 GMT

@AdrianaF

You need to contact CS for help:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

or : https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

When account is suspended, even temporarily, that could affect the automatic application of rewards. CS will do it manually for you.

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

AdrianaF — Sat, 23 Oct 2021 12:07:49 GMT

Hello @t_p,

Thank you for your help. I wrote to CS and I will wait his/her response. Thanks again!

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

Meow — Sat, 23 Oct 2021 14:30:23 GMT

Most likely even short term suspension caused rewards not to be applied during last renewal.

CSA might be able to explain and clarify further but I doubt they would apply credit on your credit card right away.

What does your account says? Do you see pending rewards for next renewal cycle?

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

Anonymous — Sat, 23 Oct 2021 14:48:16 GMT

@Meow : There's a trip-up in the system where rewards don't get paid out when the account had been self-suspended. They won't credit back the payment card. They'll add it to Available Funds.

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

pkaraa — Sat, 23 Oct 2021 15:37:28 GMT

Re-activation of the account then if your auto-top up was in place then you should have got $2 off. Glad you have opened a ticket and will get your due credit applied to your account soon by CSA.

There is a problem in applying credit in the system, one of my reward (lets say X1)was not applied in the past and when contacted CSA, it was credited. this month I get auto-pay and the X1 applied but X2 didnt. Little frustrating. 😞

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

darlicious — Sat, 23 Oct 2021 18:00:04 GMT

@AdrianaF

Unfortunately this glitch was only fixed briefly and you must ask for it to be applied manually by a CSA. Here's a brief history....lol!😃

https://productioncommunity.publicmobile.ca/t5/Rewards/Autopay-reward-Do-not-use-lost-stolen-trick-Issue-now-resolved/m-p/473410#M12005

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

Yummy — Sat, 23 Oct 2021 18:14:18 GMT

@pkaraa wrote:
There is a problem in applying credit in the system

It will be interesting to know what system (programming language) PM uses to process all these rewards at renewal time.

How come we always talk about glitches, some process works perfectly for one customer but not for another?

How difficult is to create a good code to sum all rewards, subtract from plan cost, add tax and process payment?

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

Quigley — Sat, 23 Oct 2021 18:24:12 GMT

@Yummy

That's a good idea. You and Meow should write that code during dinner and submit it to the team at Pubic. They'd really appreciate it 😉

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

darlicious — Sat, 23 Oct 2021 18:35:39 GMT

@Yummy

Pm had briefly fixed this glitch but it came back. The bigger shame is not being able to use lost/stolen for trouble shooting. It can often fix most provisioning issues but since you will have to contact customer support to apply rewards its not worth using unless you are in a pinch.

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

AdrianaF — Sun, 24 Oct 2021 18:49:03 GMT

Hi @t_p,

The problem was solved and the CS has manually credited the rewards. Thank you for your help!

Re: Automatic Top-Up and Loyalty Recognition Rewards not applied

t_p — Sun, 24 Oct 2021 19:11:38 GMT

@AdrianaF

You're most welcome!

😊