topic Need help understanding my bill in Get Support

Need help understanding my bill

dh1984 — Wed, 05 Jan 2022 16:01:58 GMT

Have been subscribed to the $40 4.5GB plan for a while now, and receive a $2 loyalty award and $3 for Autopay. Upon looking at my credit card bill I noticed that I was charged 43.70. My charge should be $35 (after rewards have been applied) plus 15%HST (NL) correct? This would bring the total to around $41. I'm not understanding where this extra $2 charge is coming from. There's no bill breakdown available which is very frustrating.

Re: Need help understanding my bill

gblackma — Sat, 29 Feb 2020 02:41:50 GMT

@dh1984 go to your self service account. Payment tab, payment history. Set it for 90 days. The autopay reward is $2 not 3. Could you take a screenshot of your account and post it here? Thanks. Based on what I see below it looks like your $2 loyalty reward was not applied. $40 -$2autopay=38+15% applicable taxes =$43.70. Was your 2 year loyalty anniversary around December? It seems that there's some sort of bug that hinders the application of the loyalty reward. You should contact the moderators and ask them to to apply it for the next cycle.

Click on the green questionmark in the white circle at the bottom right of your screen . This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket)

@dh1984 wrote:
Have been subscribed to the $40 4.5GB plan for a while now, and receive a $2 loyalty award and $3 for Autopay. Upon looking at my credit card bill I noticed that I was charged 43.70. My charge should be $35 (after rewards have been applied) plus 15%HST (NL) correct? This would bring the total to around $41. I'm not understanding where this extra $2 charge is coming from. There's no bill breakdown available which is very frustrating.

Re: Need help understanding my bill

NDesai — Sat, 29 Feb 2020 02:32:44 GMT

@dh1984 You can see the break down on the Payment History page in your self-serve account. Post a screenshot and we can help you understand.

Re: Need help understanding my bill

NDesai — Sat, 29 Feb 2020 02:35:09 GMT

@dh1984 Looks like you were charged $38 + tax (15%). Are you sure you have $3 rewards other than the $2 AutoPay?

Re: Need help understanding my bill

yanzhiqiang — Sat, 29 Feb 2020 02:53:03 GMT

Auto pay reward is $2 not $3.

Re: Need help understanding my bill

popping — Sat, 29 Feb 2020 03:09:50 GMT

@dh1984

Please post screenshots of

1. your payment history of your last renewal

2. your "My Rewards" section of your overview page

with your personal info masked out

We will determine what went wrong.

Re: Need help understanding my bill

scorpio17 — Sat, 29 Feb 2020 04:12:46 GMT

dh1984, I think you have only 2$ autopay reward.

How long have you been a Public Mobile member? Check this for loyalty reward: https://www.publicmobile.ca/en/on/get-help/articles/the-loyalty-reward

Re: Need help understanding my bill

darlicious — Sat, 29 Feb 2020 11:53:11 GMT

@dh1984

When did you activate with public mobile? You are a new community member. Are you a little confused on how the loyalty reward works? After one year with public mobile you get a $1 per month reward....increasing each successive year by $1 per month to a maximum of $5 per month after five years as a customer of public mobile. Autopay is $2 per month.

Re: Need help understanding my bill

computergeek541 — Sat, 29 Feb 2020 14:16:01 GMT

@dh1984 wrote:
Have been subscribed to the $40 4.5GB plan for a while now, and receive a $2 loyalty award and $3 for Autopay. Upon looking at my credit card bill I noticed that I was charged 43.70. My charge should be $35 (after rewards have been applied) plus 15%HST (NL) correct? This would bring the total to around $41. I'm not understanding where this extra $2 charge is coming from. There's no bill breakdown available which is very frustrating.

i'll assume that the loyalty and autopay rewards were mixed up in your message. You're actually paying $3+tax more than you were expecting. It appears to me that the $3 loyalty reward was not paid out.

Re: Need help understanding my bill

dh1984 — Sat, 04 Apr 2020 19:35:21 GMT

Sorry to take so long, but thanks for the replies. Is there any way to get the rewards that I didn't get paid retroactively?

Re: Need help understanding my bill

dh1984 — Sat, 04 Apr 2020 19:35:59 GMT

I'm sorry this has taken so long. I'll get on that right away.

Re: Need help understanding my bill

dh1984 — Sat, 04 Apr 2020 19:45:32 GMT

I just checked my payment history, and it looks like both the autopay and loyalty payments have been applied. I guess this is resolved for now. Thanks for your help.

Re: Need help understanding my bill

kalerjagg — Sat, 04 Apr 2020 21:21:25 GMT

you will get your bill discount in next month.if it is your first bill just wait until next bill you will definitely see changes in your charges

thanks

Re: Need help understanding my bill

darlicious — Sat, 04 Apr 2020 23:36:23 GMT

@dh1984 I'm seem to remember that moderators were advising customers with the loyalty reward not being applied issue to wait until the end of March and if they didn't have the loyalty rewards being applied automatically by then to open a support ticket. Public mobile has been doing ongoing upgrades to the system and many of them would directly affect rewards. You probably checked back in at just the right time.