topic Re: Rewards not being Added in Get Support

Rewards not being Added

Jacob4155 — Thu, 06 Jan 2022 07:03:16 GMT

Hello, I am trying to find out why my rewards are not being added to my payment. Before I was getting $2 of my plan for loyalty rewards. I recently added auto pay, for a additional $2 off my plan. So in total $4 of my plan. But it seems its not being applied. Any info to why its not being taken off would help. Thanks

Re: Rewards not being Added

Nezgar — Sun, 07 Feb 2021 16:35:44 GMT

@Jacob4155

Check your transaction history. On your plan renewal date, those rewards are applied first, then the remainder is taken from any account balance, and lastly from your auto-pay credit card. (Plus tax)

Re: Rewards not being Added

computergeek541 — Sun, 07 Feb 2021 16:28:25 GMT

@Jacob4155 wrote:
Hello, I am trying to find out why my rewards are not being added to my payment. Before I was getting $2 of my plan for loyalty rewards. I recently added auto pay, for a additional $2 off my plan. So in total $4 of my plan. But it seems its not being applied. Any info to why its not being taken off would help. Thanks

The amount owing shown there does not take rewards into account. The rewards will be added to your account balance before the renewal happens.

Re: Rewards not being Added

esjliv — Sun, 07 Feb 2021 16:38:40 GMT

Hi @Jacob4155 ,

This is definitely a Public Mobile Moderator issue. I know they recently clean up Community stats, but in no way that should have affected your Loyalty or Autopay rewards.

I would put in a ticket to inquire.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: Rewards not being Added

esjliv — Sun, 07 Feb 2021 16:32:40 GMT

Hi @Jacob4155 ,

After reading @computergeek541 and @Nezgar posts, I may have misunderstood your question. I thought your rewards were not applied upon your last payment, but maybe that is not the case.

If you are speaking of your future payment, coming up on Feb. 11/21, then you will not see those rewards added to your Available Funds until the transaction takes place.

Re: Rewards not being Added

Jacob4155 — Sun, 07 Feb 2021 16:32:44 GMT

Thanks I will contact the moderator about the issue.

Re: Rewards not being Added

Anonymous — Sun, 07 Feb 2021 16:34:07 GMT

@Jacob4155 : What exact dollars and cents are being charged on your payment card? Don't forget taxes. You don't see the taxes in the self-serve.

Re: Rewards not being Added

computergeek541 — Sun, 07 Feb 2021 16:34:10 GMT

@Jacob4155 wrote:
Thanks I will contact the moderator about the issue.

Did you already go through a renewal and did not receive your rewards? If you're simply going by the screenshot that you posted, there is no problem and there's no reason to contact to the moderators. If you did go through a renewal but didn't get them, please do go ahead and open a ticket.

Re: Rewards not being Added

Nezgar — Sun, 07 Feb 2021 16:34:41 GMT

@Jacob4155

Contacting the moderator is not necessary if you see the rewards being applied to your account on the plan renewal date.

Re: Rewards not being Added

Jacob4155 — Sun, 07 Feb 2021 16:46:08 GMT

They are not

Re: Rewards not being Added

Jacob4155 — Sun, 07 Feb 2021 16:49:05 GMT

I signed up for autopay 2 months ago. Before I was paying $38, and it was shown in amount owing as $38. Now it shows $40 and no rewards are being deducted.

Re: Rewards not being Added

computergeek541 — Sun, 07 Feb 2021 16:52:15 GMT

@Jacob4155 wrote:
I signed up for autopay 2 months ago. Before I was paying $38, and it was shown in amount owing as $38. Now it shows $40 and no rewards are being deducted.

It's not supposed to show there. As I stated earlier, there is no issue with your account. I know it's confusing, but the amount owing caclulation never factors in your upcoming rewards. It saying amont owing $38 before only means that you arleady had a $2 extra in the account balance.

Re: Rewards not being Added

Anonymous — Sun, 07 Feb 2021 16:53:10 GMT

@Jacob4155 wrote:
I signed up for autopay 2 months ago. Before I was paying $38, and it was shown in amount owing as $38. Now it shows $40 and no rewards are being deducted.

It sounds like you had looked down in the rewards area that will show the estimated net amount due. But the overview has never shown any net values as far as I've observed for a couple years.

Had you ever used the lost-stolen function? You could post your Payment history here for the past couple renewals and we could see what you see.

And again...what actual amount was charged to your payment card?

Re: Rewards not being Added

Jacob4155 — Sun, 07 Feb 2021 16:55:50 GMT

Okay but I don't understand how I am paying more now per month, then before. I would pay $38 for my plan per month. Then I add auto pay, which should lower my monthly bill, but instead increases it. How do I veiw transaction history and see whats going on.

Re: Rewards not being Added

Anonymous — Sun, 07 Feb 2021 16:58:48 GMT

@Jacob4155 : View Payment history to the right of the amounts in your pic. Then select a date range.

Re: Rewards not being Added

computergeek541 — Sun, 07 Feb 2021 17:06:13 GMT

@Jacob4155 wrote:
Okay but I don't understand how I am paying more now per month, then before. I would pay $38 for my plan per month. Then I add auto pay, which should lower my monthly bill, but instead increases it. How do I veiw transaction history and see whats going on.

You're not paying more than before. The amount owing line always ignores your rewards. It looks at your plan price of $40 and only subtracts funds already in the account balance. Adding autopay does not and will not change the amount owing line. As I said earlier, it only said $38 before because you already had $2 in the account balance, likely as a result of $2 being added to the account as for an autopay rewards only after the first payment when you became a new customer.

The way it displays and amount owing in that matter is cosmetic only. It has no affect on your account. Your rewards will get added to your account during the renewal process and will reduce the amount that you get charged.

Re: Rewards not being Added

Jacob4155 — Sun, 07 Feb 2021 17:05:56 GMT

No rewards are being added since I added auto pay. Before it would show a $2 loyalty reward added to my payment. Now nothing.

Re: Rewards not being Added

computergeek541 — Sun, 07 Feb 2021 17:09:11 GMT

@Jacob4155 wrote:
No rewards are being added since I added auto pay. Before it would show a $2 loyalty reward added to my payment. Now nothing.

Sorry, but it's not supposed to show anything about that in the amount owing line. This is just how Public Mobile has always done it. I know that it doesn't really make sense, but there is no issue with your account. Your $2 loyalty reward also doesn't change the amount owing line. With a $40 plan and a $0 account balance, it is supposed to say $40 amont owing, even if you have $10, $20, or any other amount of rewards coming for your next renewal.

Re: Rewards not being Added

Jacob4155 — Sun, 07 Feb 2021 17:08:58 GMT

In payment history

Re: Rewards not being Added

computergeek541 — Sun, 07 Feb 2021 17:13:01 GMT

@Jacob4155 wrote:
In payment history

I'm confused because earlier you said it was showing $38 in amount owing when it's not supposed to show that.

It is possible that Public Mobile has somehow forgotten to pay you your rewards but the picture that you gave earlier gave no indication of that.