topic Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date in Get Support

My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Wed, 05 Jan 2022 14:56:10 GMT

I was somewhat surprised that my first $1 Loyalty Reward didn't appear in my Rewards Account on December 2, the (confirmed) 1 year anniversary day of my switch to PM. I figured this reward would be handled automatically with little chance of anything going wrong. Today, three days later it still hasn't appeared. I checked the "Rewards Bar" as well and it is still indicating $0.

Since the Loyalty Reward happens at "1 Year" while billing happens every 30 days I do know that the 13th "month" will be paid for at day 361 and then the 1 year Loyalty Reward should show up a few days later after day 365 and the $ will then be available to help with my payment for the 14th "month".

Does anyone have detailed experience with this? I am not one to jump on the moderators instantly as these things usually sort themselves out. I have over three weeks for it to show up before my next payment so I will give it some more time. Just curious about other experiences with this. So.... please, no "Contact the Moderators" suggestions at this point in time.

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

Lemony_Snicket — Thu, 05 Dec 2019 15:57:28 GMT

There's 30 days in a cycle and 365 days in a year. I think you might need to wait 13 cycles for one year.

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Tue, 24 Mar 2020 14:18:11 GMT

Doing some research before posting about this I note that this trips up many people, even bringing out some howling with indignity at PM for applying Loyalty credits on day 365 a few days after a payment was due at day 360 then having to wait until the next renewal to be able to use them! The inhumanity!!

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

mimmo — Thu, 05 Dec 2019 16:07:20 GMT

@AE_Collector I can't recall my exact experience, but if you spent any time in suspended mode that might affect the dates.

But in general iirc you get the reward on your 13 month, and the reward is applied to the 14th month.

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Tue, 24 Mar 2020 14:20:20 GMT

@mimmo

Not a day in suspension or limbo of any sort. And yes as indicated in my initial post I fully understand the 360 versus 365 day aspect of this. On day 366 it should have appeared in my rewards area if it's application is automated and yes, one then has to wait a further 25 days for the next renewal payment (30 day term #14) to actually make use of the $1.

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

mfizz55 — Thu, 05 Dec 2019 16:18:57 GMT

It gets added only after the renewal. It doesn't save you any money until the next time.

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

Anonymous — Thu, 05 Dec 2019 16:26:30 GMT

Iirc I had my first year later this past Spring. The $1 showed up in the rewards area in my 12th month. I had a renewal. It didn't deduct. It did for the next renewal after that.

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Thu, 05 Dec 2019 16:37:04 GMT

@Anonymous wrote:
Iirc I had my first year later this past Spring. The $1 showed up in the rewards area in my 12th month. I had a renewal. It didn't deduct. It did for the next renewal after that.

That's interesting if it appeared at least 5 days before your actual 1 year anniversary date but didn't apply to your renewal at day 360. Sounds sort of like it was manually applied when someone got to it ahead of time but coded to not be usable for payment until after day 365.

I am past my day 360 renewal and past my day 365 1 year anniversary now. Maybe they are done manually and in the case of 1 year anniversary there is always 25 days to get it done before the real complaints begin (next renewal).

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

popping — Thu, 05 Dec 2019 17:30:32 GMT

Another data point:

IIRC, I got the loyalty reward on my overview page on my first anniversary date or shortly after. I received the first loyalty payment on my next renewal after my anniversary date.

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Mon, 09 Dec 2019 15:54:17 GMT

Yes everyone would be handled exactly the same here since 30 day and/or 90 day plans bring everyone to a renewal and payment at 360 days yet the anniversary reward doesn't arrive until day 365. Thus even if the reward lands in your rewards area (just like referal credits and community rewards) you wait for the next renewal which is always going to still be 25 days away unless you are on a 90 day plan when it will be 85 days away.

I figured the $1 credit would land in my rewards area on about day 365 (December 2) but it is still AWOL.

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

lorilori — Sat, 07 Dec 2019 02:28:53 GMT

I think that's how it works. I started with PM late November last year, didn't get anything off for November, but there is a 1 dollar loyalty reward in my account now, which will be applied for december.

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Sat, 07 Dec 2019 02:42:26 GMT

@lorilori

You didn't notice when it showed up in your rewards? The only thing that "is off" in my mind is that it didn't show up virtually on my anniversary date. Yes, everyone rebels at day 360 and the loyalty reward happens at day 365 so everyone then waits 25 days to see their $1 reduce their next bill. I have a hard time believing that they have to manually apply this reward so if IT IS automated, why didn't it appear on the anniversary date?

I just started a moderator enquiry.

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

hss — Sat, 07 Dec 2019 04:49:33 GMT

Happy Anniversary. Looks like everybody is getting a treat on your anniversary😉

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Sun, 08 Dec 2019 07:02:59 GMT

I have contacted a moderator about the lack of a loyalty credit showing up in my account on my anniversary a few days ago. The initial response was that my anniversary date is Jan 1 so it will show up next month. I knew that my anniversary date was Dec 2 so the moderator dug a bit deeper and found evidence of that. So she has opened a ticket to see why the date that will be used for the loyalty credit is Jan 1 and to get it corrected.

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Mon, 09 Dec 2019 15:56:28 GMT

Look what materialized in my Rewards this morning! My 1 year Loyalty Reward incremented from $0 to $1. I was expecting it one week ago on Dec 2 but it is here now with 2 1/2 weeks to go before my next renewal. Something has glitched with my start date "defaulting"(?) to Jan 1 rather than Dec 2.

Now to get the Community Reward box populated, it seems to get later and later each month.

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Tue, 10 Dec 2019 20:16:38 GMT

I had a voice message from a person at PM saying that the failure of Loyalty Credits to arrive in accounts on time was a known issue and at least mine has been fixed. Wish I had answered that call, would love to have had the opportunity to chat a bit!

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

CalgaryBen — Mon, 24 Feb 2020 18:40:44 GMT

Figured I'd add another data-point to this thread rather than starting a new one.

I have 3 PM accounts directly under my control.

2 are into the first and second years, and enjoying $1 and $2 loyalty reward per 30 days, respecitively. Reward appeared under "My Rewards" seamlessly and effortlessly on time.
A third account (opened Dec 27, 2018) still shows $0 for loyalty, and no credit was automatically applied for 01/21/2020 or 02/20/2020 renewals. I've opened a ticket with mods and someone manually applied 2x $1 rewards, but as of this writing it still shows $0 for loyalty under "My Rewards". I'm anticipating that this will get fixed in days/weeks to come (in time for the 03/21 renewal), but just thought I'd mention for others experiencing the same -- while mostly automated, it seems "the script" can/often breaks.

I really wish the anniversary date was visible from the self-serve portal (call me blind, if it is!). I'd expect to see it in the "Overview" page, and if not, then maybe in "My Profile". Instead, I've determined my sign-up date by searching my emails for a message with subject "Your Public Mobile Activation Details".

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Mon, 24 Feb 2020 20:44:23 GMT

Customers hitting one year this past December seemed to have many failures of the 1 year loyalty rewards appearance. Maybe it was everyone, not just some. They quickly and cheerfully fixed mine but that doesn't mean the glitch is fixed and I won't be surprised if I don't increment to $2 this coming December. Next up is my wife's 1 year anniversary with PM on March 2.

AE_Collector

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

dabr — Mon, 24 Feb 2020 20:34:57 GMT

@CalgaryBen wrote:
Figured I'd add another data-point to this thread rather than starting a new one.

I have 3 PM accounts directly under my control.
2 are into the first and second years, and enjoying $1 and $2 loyalty reward per 30 days, respecitively. Reward appeared under "My Rewards" seamlessly and effortlessly on time.
A third account (opened Dec 27, 2018) still shows $0 for loyalty, and no credit was automatically applied for 01/21/2020 or 02/20/2020 renewals. I've opened a ticket with mods and someone manually applied 2x $1 rewards, but as of this writing it still shows $0 for loyalty under "My Rewards". I'm anticipating that this will get fixed in days/weeks to come (in time for the 03/21 renewal), but just thought I'd mention for others experiencing the same -- while mostly automated, it seems "the script" can/often breaks.
I really wish the anniversary date was visible from the self-serve portal (call me blind, if it is!). I'd expect to see it in the "Overview" page, and if not, then maybe in "My Profile". Instead, I've determined my sign-up date by searching my emails for a message with subject "Your Public Mobile Activation Details".

@CalgaryBen I have also noticed the same thing with one account opened in Dec/2018, and yes the moderators had to manually apply the missing one year loyalty reward. While the loyalty rewards since then gets applied without further assistance and shows correctly under the payment history, it actually never shows on the overview page. The strange thing is under My Rewards, there are only two lines which show Autopay Reward and Community Reward. In fact, I've never seen more than the two lines under rewards for this account.

I would tend to agree that there seems to have been an issue with new accounts opened in Dec/2018.

Re: My First Loyalty (1 Year) Reward didn’t Appear on My Anniversary Date

AE_Collector — Tue, 25 Feb 2020 15:14:24 GMT

So as I mentioned just above, my wife's account hits 1 year on March 2. Renewal at 360 days just happened overnight and I am surprised to see that $1 Loyalty has automatically landed in her rewards area to move up with the rest of her rewards at next renewal in 30 days! Just as it should happen...Amazing!

I might have thought it would arrive there in 5 or 6 more days right at 1 year (365 days) but this makes it look as though it is all an automated process arriving on Auto-Pilot along with the rest of the regular monthly rewards right after renewal. Good to see and of course very different from the way MY 1 Year Loyalty Reward arrived. But.... I am a December 2018 New Customer (many/most of whom were messed up).

AE_Collector