topic Re: Issue with rewards? in Get Support

Issue with rewards?

Geoffrey — Wed, 05 Jan 2022 09:45:04 GMT

Hi all,

Im having an issue with service and payments.

My payment was due yesterday through auto pay (I have the $120/90day plan). $120 was charged to my account but my account had a notice saying it was suspended. I have a total of $21 of rewards that were not applied to my account and this morning my full $120 payment had been taken.

I now only have the ability to text. No calling, iMessage or data/internet usage.

Has this happened to anyone else and how did you fix it?

Thanks in advance!

Re: Issue with rewards?

stonechucker — Wed, 09 May 2018 12:17:18 GMT

First thing to do, power off your device, and try it again. See if things are working. As you said you still have texting, it means your account is still active, and may just need a refresh which the restart will do.

AutoPay, in my experience, is taking longer to complete now, and it may not yet be fully processed for you. As for why your rewards were not processed and your card was charged the full amount, I don't know what to suggest.

Keep an eye on it. If your service totally fails, then you'll definately need to contact the Moderators via private message.

Re: Issue with rewards?

mimmo — Wed, 09 May 2018 12:18:06 GMT

You need to contact mods as this is an account issue. Explain what plan features you should have as well.

To answer your question things like this happen, exactly this not sure.

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Totonto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

Additional Useful Information:

Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile

Re: Issue with rewards?

will13am — Wed, 09 May 2018 12:32:40 GMT

There must be some sort of new bug affecting auto pay. This is not an isolated incident in recent times. Moderator team intervention is the solution for now.

Re: Issue with rewards?

Mary_M — Wed, 09 May 2018 13:30:01 GMT

Hey @Geoffrey,

thank you for raising concern with us regarding your renewal and your rewards!

I just want to confirm with you that we have received your message. Rest assured that one of our mods will look into it and reply to your shortly.

Let's keep the conversation going 🙂

Mary

Re: Issue with rewards?

Korth — Wed, 09 May 2018 13:49:19 GMT

"Public Mobile here..." reminded me that payment was due, not quite enough balance in account to cover my full plan price, so I bought a payment voucher ... and completely forgot about it. Not the first time.

But Rewards were added to my account before payment was subtracted. Service uninterrupted, everything just works, yay. I distinctly remember this not happening once or twice before (ie: funds+Rewards were enough but funds alone weren't, so plan did not renew and service suspended until more funds deposited). And I've read many threads from other people complaining or commenting about the same. So I'd thought this must've been something PM had fixed/changed (for the better) without any announcements ... I'm guessing from this thread that this assumption was wrong?