topic Re: Missing rewards in Get Support

Missing rewards

Tav — Wed, 05 Jan 2022 14:32:41 GMT

Anyone else not get their rewards this month?

I had mine showing in my account and topped up the difference a few weeks ago but was charged the amount of my rewards via autopay.

I've been with public mobile for several months now and have been paranoid about autopay so I pay my bill ahead of time and this is the first time this has happened to me.

I have contacted the mods to look into this.

Re: Missing rewards

ChuckYeah — Thu, 24 Oct 2019 09:55:37 GMT

@Tav There have been a few reports of this recently but none of them were as tight as yours so there did not seem to be any reason for alarm. Yours sounds like a proven failure of the system.

I'm guessing it is an isolated incident as the others were. A mod will likely be able to help you and perhaps shed some light on why it happened to you.

Re: Missing rewards

ChuckYeah — Thu, 24 Oct 2019 10:07:45 GMT

I just checked my son's account that renewed a couple of nights ago and his did not get applied either.

I may have misspoke when I said isolated. @Tav

Re: Missing rewards

Tav — Thu, 24 Oct 2019 10:34:29 GMT

@ChuckYeah wrote:
I just checked my son's account that renewed a couple of nights ago and his did not get applied either.

I may have misspoke when I said isolated. @Tav

Another customer has the same issue as well. Oddly enough with the exact same dollar amount.

Re: Missing rewards

will13am — Thu, 24 Oct 2019 11:05:20 GMT

This is definitely an across the board issue. Likely those affected who haven't said anything have quietly contacted the moderators or are unaware of what's happened so far.

Re: Missing rewards

CalgaryBen — Thu, 24 Oct 2019 12:37:52 GMT

I'm guessing everyone experiencing this will see an error banner in their self-serve account, suggesting that something in the system/account is broken!

Rewards Error

Definitely worth reporting so that it can be fixed, but hopefully PM catches on that it's not isolated and isn't just providing one-off credits, but identifying root cause.

Re: Missing rewards

mh1983 — Thu, 24 Oct 2019 13:00:26 GMT

I and my wife are seeing our rewards. Sorry to hear people are having trouble and hope it all gets sorted soon.

Re: Missing rewards

v2131111 — Thu, 24 Oct 2019 13:12:25 GMT

@CalgaryBen wrote:
I'm guessing everyone experiencing this will see an error banner in their self-serve account, suggesting that something in the system/account is broken!
Rewards Error
Definitely worth reporting so that it can be fixed, but hopefully PM catches on that it's not isolated and isn't just providing one-off credits, but identifying root cause.

I believe this is not an isolated incident, I also get the same error when checking the Rewards Screen and my Rewards were also not applied.

Re: Missing rewards

will13am — Thu, 24 Oct 2019 13:13:27 GMT

@CalgaryBen wrote:
I'm guessing everyone experiencing this will see an error banner in their self-serve account, suggesting that something in the system/account is broken!
Rewards Error
Definitely worth reporting so that it can be fixed, but hopefully PM catches on that it's not isolated and isn't just providing one-off credits, but identifying root cause.

I have a couple of accounts that show the same screen. Funny thing is the rewards are correct and do apply. I just cannot see my reward totals. Renewal of those two accounts were not done recently. I suspect the ongoing issue is a different bug but could have ties to the rewards reporting bug.

Re: Missing rewards

CalgaryBen — Thu, 24 Oct 2019 13:26:53 GMT

@will13am wrote:
I have a couple of accounts that show the same screen. Funny thing is the rewards are correct and do apply. I just cannot see my reward totals. Renewal of those two accounts were not done recently. I suspect the ongoing issue is a different bug but could have ties to the rewards reporting bug.

I have an account which showed correct rewards screen a few days prior to renewal, but after renewal (Oct 22) and lack of auto-pay reward, that error message started appearing.

I have another account due to renew tonight (Oct 24), and everything looking good/okay right now... will see if it breaks after tonight! On top of auto-pay, this account has loyalty and referral rewards, so it'll be interesting to see what happens...

Re: Missing rewards

LovesToPM — Thu, 24 Oct 2019 18:18:00 GMT

Here's the update: new issue affected renewals on October 23 and 24 2019.

https://productioncommunity.publicmobile.ca/t5/Announcements/Fix-in-Progress-Select-customers-missin...

There is no need to contact Public Mobile.

PM is already aware. The rewards you earned are forthcoming.

Re: Missing rewards

darlicious — Wed, 30 Oct 2019 08:39:20 GMT

@LovesToPM wrote:
Here's the update: new issue affected renewals on October 23 and 24 2019.
https://productioncommunity.publicmobile.ca/t5/Announcements/Fix-in-Progress-Select-customers-missin...

There is no need to contact Public Mobile.
PM is already aware. The rewards you earned are forthcoming.

Is public mobile still aware? My neighbour wanted me to walk him thru a payment again despite not having to pay til december. So we went thru his account and at the end of wanted to show him where to find the "real" amount owing and went to rewards...and there's the error message as pictured above. Should i be worried his rewards wont apply or is pm still monitoring accounts for this issue?

Re: Missing rewards

Tav — Sat, 02 Nov 2019 11:57:12 GMT

@darlicious wrote:
@LovesToPM wrote:
Here's the update: new issue affected renewals on October 23 and 24 2019.
https://productioncommunity.publicmobile.ca/t5/Announcements/Fix-in-Progress-Select-customers-missin...

There is no need to contact Public Mobile.
PM is already aware. The rewards you earned are forthcoming.
Is public mobile still aware? My neighbour wanted me to walk him thru a payment again despite not having to pay til december. So we went thru his account and at the end of wanted to show him where to find the "real" amount owing and went to rewards...and there's the error message as pictured above. Should i be worried his rewards wont apply or is pm still monitoring accounts for this issue?

https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Select-customers-missing-Rewards-upon-plan-renewal/m-p/442915

Re: Missing rewards

Chichi85 — Mon, 04 Nov 2019 07:00:11 GMT

Following

Re: Missing rewards

Tav — Mon, 04 Nov 2019 09:43:10 GMT

@Chichi85 wrote:
Following

This has already been resolved. Are you experiencing the same issue?

Re: Missing rewards

LovesToPM — Sat, 09 Nov 2019 06:03:49 GMT

@Chichi85 wrote:
Following

@Chichi85

There is no need to post to follow a thread.

You can go to the top of thread, click on 'Topic options', then select 'Subscribe' to follow.

Re: Missing rewards

Yash9974 — Thu, 09 Jul 2020 14:02:26 GMT

i had more than 105 referrals on my account and all of a sudden it is just showing me 30 referrals. I dont thing this many people left together. Can my issue be resolbed please?

Re: Missing rewards

computergeek541 — Thu, 09 Jul 2020 14:09:11 GMT

@Yash9974

Many refer-a-friends rewards were the result of Public Mobile error. When the service of friends were suspended for non-payment and then reactivated, the system would errorneously add extra credits each time. This has since been corrected.

Re: Missing rewards

darlicious — Thu, 09 Jul 2020 15:20:09 GMT

@Yash9974

Holy cow! Have you referred 105 people and have never needed a community account until now? Thats an impressive feat on your part.....you must be quite the salesperson.

Re: Missing rewards

VMT — Fri, 10 Jul 2020 16:24:36 GMT

Almost wholly inaccurate in my case -- 9 lost from 24 referrals in the past month and I'm 98% confident that I didn't get more than perhaps a single referral by a 'churn' of account lapses as suggested here. As there is little to no transparency on this issue it's impossible to argue however. Win Win for PM I guess if I still try to refer people to make up for the lost discount. It is more likely that they all left and it hasn't been counted until now but even that rate of subscriber churn for a very cheap amazing service is next to impossible to believe.