topic Re: To those that have the designation of “PM in a green box”. in Get Support

To those that have the designation of “PM in a green box”.

LurganIeUk — Thu, 06 Jan 2022 07:40:25 GMT

For all others, if you have similar concerns, please feel free to share.

I oversee a number of PM accounts and the email address linked to this Community Account is NOT the one I have issues with. We only have an issue with one faulty account.

The PM Self Serve web site does not perform well. I am not going to suggest what could be added to it, but rather point out, what is now in place and does not work well.

The issue is the account in question has 13 referral phone numbers listed. And has had for months but once again the account holder was only given $11 in referral credits. This has happened numerous times over the past months.

The consensus here in the Community is to NOT report this as it has been reported that instead of a fix, all referral rewards are wiped away.

We work hard to get PM more customers and, of course, we also benefit from the rewards. Our list of potential converts is running low! So is frustrating to be short changed.

So why....why is it that 13 numbers equals $11? It would only be prudent to “show” on the customers account what numbers did not receive the credit with some type of code(s) that explain why. I have no issues with the Self Serve concept but what’s in place now has faults that need fixing for everyone!

Statistically I find it hard to accept, out of the number accounts I manage that I have one that is so out of sync for a number of months for numbers listed vs referral $’s credited. I also find it hard to accept that the system itself does not report discrepancies that need intervention.

We all need to be happy customers with a good working relationship with PM and not be aggravated by a poorly managed web site. Many of the logical fixes would also reduce MOD payroll expenses!

Re: To those that have the designation of “PM in a green box”.

HALIMACS — Sun, 09 May 2021 00:50:13 GMT

@LurganIeUk

It is my understanding that this means that one or more of the numbers was suspended (inactive) at the time of your renewal.

Re: To those that have the designation of “PM in a green box”.

softech — Sun, 09 May 2021 00:53:17 GMT

unrelated .. but just find it interesting..

my Rewards 2 more than usual for yesterday.. today it comes back to normal

I am certain I didn't get to anyone lately and hence the 2 phantom numbers really have no reason to appear for a day

my point: it has been a very tough system for PM to get it correct.. for whatever reason, these numbers just go up and down..

Re: To those that have the designation of “PM in a green box”.

AE_Collector — Sun, 09 May 2021 01:44:02 GMT

I am not sure what you mean by “designation of “PM in a green box”. Here somewhere on the community? In self serve... on the cell phone? Sorry, I cant even guess what that is in reference too but promise to feel silly once explained to me.

Only once have I noticed that I had $1 less on my referral reward line than the number of phone numbers in my referral list. It hung around for about a week and then corrected itself when my account went into renewal. Out of curiosity I contacted a moderator before my renewal and the moderator confirmed that one of my referrals had not renewed so was suspended. Whether they renewed just before my account renewal or maybe days before but my Self Serve account didn’t update and then it all fixed itself at renewal... I don't know.

I guess you could have a referral that doesn’t use autopay and doesn’t regularly realize it is time to renew until they realize the phone has quit working. Or doesn’t renew until they know they will need the phone again. Barring that I can’t say what specifically would be causing your problem.

As for phantom referrals I’m convinced that nothing has ever been done to fix the problem other than some sort of check being implemented right as the account goes into renewal. It was over a year ago when people with phantom referrals month after month finally had them removed. At almost any time I can check our two accounts and find one with 1, 2 or 3 phantom referral $$’s showing but t hasn’t translated into a cash bonus in over a year.

AE_Collector

Re: To those that have the designation of “PM in a green box”.

LurganIeUk — Sun, 09 May 2021 01:51:21 GMT

@HALIMACS wrote:
@LurganIeUk

It is my understanding that this means that one or more of the numbers was suspended (inactive) at the time of your renewal.

I want an understanding and a resolution put forward by those that have the designation of “PM in a green box”.

But thanks for your contribution that may or may not be correct.

Re: To those that have the designation of “PM in a green box”.

LurganIeUk — Sun, 09 May 2021 02:58:57 GMT

@AE_Collector

Re: To those that have the designation of “PM in a green box”.

AE_Collector — Sun, 09 May 2021 01:53:20 GMT

To add to that, it was at least 1.5 years, maybe closer to 2 years ago when they changed to the referral codes instead of using the 10 digit phone number for referrals. That is also when they changed to the XXX-XXX-1234 format in the referral numbers list. I know you somewhat @LurganIeUk and have no doubt that list drives you as crazy as it does me. PM has good perks including referral perks and logically they want to encourage this or they would eliminate it.

I and many others try to “look after” their referrals on an ongoing basis as well. So okay, security of people phone numbers. But as we have discussed, a tagging system beside the XXX-XXX-1234 entry would allow us to keep track of our referrals without the need to know the full number for those that we don't already know.

A long time ago (18 months?) I brought this idea up in a topic about this and a PM person above “moderator” replied that it was a good idea and would run it past the programmers. I have to assume others DIDN’T think it a good idea or programming this was impossible because nothing has ever changed and I never had any sort of reply. No one would want this ability for anything other than to be able to better look after their referrals which seems like a no brainer to me.

AE_Collector

Re: To those that have the designation of “PM in a green box”.

AE_Collector — Sun, 09 May 2021 01:57:41 GMT

@LurganIeUk wrote:
@AE_Collector

Oh okay, I get it. Not sure if it is because I regularly use an iPad or... (?) bit no green for me where you just posted the above reply. So I looked at the list of who is online and moderators have the green box but posts by those you mention above are in black and white to me.

AE_Collector

Re: To those that have the designation of “PM in a green box”.

LurganIeUk — Sun, 09 May 2021 02:00:10 GMT

@AE_Collector wrote:
I am not sure what you mean by “designation of “PM in a green box”. Here somewhere on the community? In self serve... on the cell phone? Sorry, I cant even guess what that is in reference too but promise to feel silly once explained to me.

Only once have I noticed that I had $1 less on my referral reward line than the number of phone numbers in my referral list. It hung around for about a week and then corrected itself when my account went into renewal. Out of curiosity I contacted a moderator before my renewal and the moderator confirmed that one of my referrals had not renewed so was suspended. Whether they renewed just before my account renewal or maybe days before but my Self Serve account didn’t update and then it all fixed itself at renewal... I don't know.

I guess you could have a referral that doesn’t use autopay and doesn’t regularly realize it is time to renew until they realize the phone has quit working. Or doesn’t renew until they know they will need the phone again. Barring that I can’t say what specifically would be causing your problem.

As for phantom referrals I’m convinced that nothing has ever been done to fix the problem other than some sort of check being implemented right as the account goes into renewal. It was over a year ago when people with phantom referrals month after month finally had them removed. At almost any time I can check our two accounts and find one with 1, 2 or 3 phantom referral $$’s showing but t hasn’t translated into a cash bonus in over a year.

AE_Collector

Guess?? That is my point!!! I know the phantom thing was fixed...but there was a take away from that .... no more texts for a new referral....that was not a fix. And numbers that are high then low and who knows what the heck you will get on your payment date for credits!!! I get them too. And going back to what I am saying PM needs to be responsible to us and at any time we check our account and we see a discrepancy there needs to be an explanation on our account telling us why. Not only are we customers, we are partners in the process.

Re: To those that have the designation of “PM in a green box”.

LurganIeUk — Sun, 09 May 2021 02:05:32 GMT

@AE_Collector wrote:
To add to that, it was at least 1.5 years, maybe closer to 2 years ago when they changed to the referral codes instead of using the 10 digit phone number for referrals. That is also when they changed to the XXX-XXX-1234 format in the referral numbers list. I know you somewhat @LurganIeUk and have no doubt that list drives you as crazy as it does me. PM has good perks including referral perks and logically they want to encourage this or they would eliminate it.

I and many others try to “look after” their referrals on an ongoing basis as well. So okay, security of people phone numbers. But as we have discussed, a tagging system beside the XXX-XXX-1234 entry would allow us to keep track of our referrals without the need to know the full number for those that we don't already know.

A long time ago (18 months?) I brought this idea up in a topic about this and a PM person above “moderator” replied that it was a good idea and would run it past the programmers. I have to assume others DIDN’T think it a good idea or programming this was impossible because nothing has ever changed and I never had any sort of reply. No one would want this ability for anything other than to be able to better look after their referrals which seems like a no brainer to me.

AE_Collector

I agree and I suggested to either handle that yourself on excel or a scrap of paper or to implement an online nickname system that the customer manages, if they find it helpful. But my point being...what is here now on the system doesn't work and isn't informative so to ask for an addition is redundant.

Re: To those that have the designation of “PM in a green box”.

LurganIeUk — Sun, 09 May 2021 02:50:30 GMT

@softech wrote:
unrelated .. but just find it interesting..

my Rewards 2 more than usual for yesterday.. today it comes back to normal

I am certain I didn't get to anyone lately and hence the 2 phantom numbers really have no reason to appear for a day

my point: it has been a very tough system for PM to get it correct.. for whatever reason, these numbers just go up and down..

My point being is the referral tracking per account is amuck and needs a fixing including reason for the imbalance of less $'s vs the phone numbers on your list.

Just to be clear are you saying you had 2 more rewards .... $2 more.... or 2 more phone numbers??

You say t has been a very tough system for PM to get it correct.......

Is that acceptable????

Re: To those that have the designation of “PM in a green box”.

gpixel — Sun, 09 May 2021 03:03:06 GMT

@LurganIeUk

lol.

I was agreeing with what you're saying...

but yeah, four 2 oh!

sorry I should've been more specific

"I get what you're saying.. if there is a discrepancy on referral rewards there is currently no way of knowing which account has the issue. therefore we can't speak to mods about correcting the incorrect reward amount.

ie. referral account renewing in the same day"

Re: To those that have the designation of “PM in a green box”.

LurganIeUk — Sun, 09 May 2021 02:55:10 GMT

@gpixel wrote:
@LurganIeUk
I get what you're saying.. if there is a discrepancy on referral rewards there is currently no way of knowing which account has the issue. therefore we can't speak to mods about correcting flaws in the system.

ie. referral account renewing in the same day

I thought I chose my words wisely!!! By no means is the post directed to a MOD. Please look at the title. There is now way of knowing........and can't??????? Have you been a Data Site manager??? Have you worked for a company and given those types of responses to your valued customers???

Re: To those that have the designation of “PM in a green box”.

darlicious — Sun, 09 May 2021 03:13:26 GMT

@LurganIeUk

I understand your pain.....or maybe frustration. Just on your side of record keeping of your referrals did you make a note of the dates they activated? So that although some phone numbers have changed (temporary/ported) you can track renewal dates and possible suspension/reactivation dates? Having narrowed it down to a few numbers that are the "culprits" co-orelate with your renewal?

Self-suspended accounts will not show as a referral reward or a number in your account. Non-payment suspensions do show but will be subtracted from your rewards. But as experienced by @gpixel and I an active account going thru renewal in the "suspended" state at the same time as yours that also goes to autopay ( which when working correctly can happen anytime between 2am and 6am eastern.) 💡💡💡 Eureka!!?

Perhaps this is exactly the issue.....you prepay or have enough account balance or rewards to cover your renewal so at 2am your account renews while a couple of your renewals remain in pseudo suspended state awaiting autopay to renew, possibly suffer an unjustified or a justified failure and then actually suspend the service around 6am. So it is the state of these seemingly active accounts at 2am when rewards are applied that determine the fate of your referral rewards being applied.

The way to possibly test this ( I may be able to test if @grumpyneighbour agrees) would possibly be with your wife's account if she renews the same day or you can suspend one account to get your renewals to be concurrent. ( Maybe @AE_Collector has this opportunity as well.) Then force an autopay charge to occur on their account and watch your account( by refreshing) for referral rewards to apply compared to an autopay payment to be charged on the referred account. If you drop a $1 reward you will know an account that has rewards applied before the referred one pays in full causes that last minute drop of a $1 referral reward.

I wouldn't be surprised that this is caused by the "fix" to the ghost referrals. Any account not containing enough balance/credit/rewards within a certain window of time will cause the reward to drop from your account but appear to be active a couple hours later..... i mean who wants to stare at their account for 3 or 4 hours constantly refreshing to fine tune the timing of this glitch fix?

But you of course! And maybe me.....because it has happened occasionally to me. Narrow this down and then raise the issue with either Melinda_H or Jade_S by laying out your findings and private messaging them insisting that they start an investigation. And follow up with them in a regular basis if at least twice a month. As I said the other day if you want change you have to enact change yourself...... I will try to support your research by testing but my experiment will be YMMV and may cost me a six pack!

Did you think pm will credit that back to me if I'm correct with my theory?🤔

Re: To those that have the designation of “PM in a green box”.

will13am — Sun, 09 May 2021 03:19:03 GMT

The phantom referral thing has been fixed somewhat. I do see the reward count go up and down but on renewal day the reward does match to the list of referred numbers. I have no way verify that list is whole. It's only a buck here and there. Small first world problem.

Re: To those that have the designation of “PM in a green box”.

computergeek541 — Sun, 09 May 2021 03:24:53 GMT

@will13am wrote:
The phantom referral thing has been fixed somewhat. I do see the reward count go up and down but on renewal day the reward does match to the list of referred numbers. I have no way verify that list is whole. It's only a buck here and there. Small first world problem.

I also agree that at least from a Public Mobile perspective, this issue has been partially fixed. There isn't any way for customers to gain from the phantom referral any longer and the referral amounts reset daily. After a while, customers will get a pretty good idea of the what the real number of referrals is compared to what hte number is after the almost daily phantom additions. While is still possible to have more numbers listed than a customers is being credited for (ie. suspended accounts), customers are no longer going to receive more credits than the list of referred phone numbers would indicate.

Re: To those that have the designation of “PM in a green box”.

LurganIeUk — Sun, 09 May 2021 03:29:31 GMT

@will13am wrote:
The phantom referral thing has been fixed somewhat. I do see the reward count go up and down but on renewal day the reward does match to the list of referred numbers. I have no way verify that list is whole. It's only a buck here and there. Small first world problem.

You seem to making light of it all. I want my bucks. I worked hard for them. But I bet any one that gets more than deserved won't be saying anything.

Re: To those that have the designation of “PM in a green box”.

darlicious — Sun, 09 May 2021 03:30:16 GMT

@computergeek541 @will13am

Sure that fixes pm's problem but that does not fix @LurganIeUk problem or mine or @gpixel 's problem. These are not "ghost referrals" these are legitimate active referrals. How about public mobile randomly knocks $5 off your oracle reward? No biggie its a first world problem its not like you worked really hard to earn it or anything? Right?

Re: To those that have the designation of “PM in a green box”.

computergeek541 — Sun, 09 May 2021 03:41:55 GMT

@darlicious wrote:
@computergeek541 @will13am
Sure that fixes pm's problem but that does not fix @LurganIeUk problem or mine or @gpixel 's problem. These are not "ghost referrals" these are legitimate active referrals.

Firstly, I'm not saying that I agree with Public Mobile not fixing this issue. Remember that I am one of the members that I am one of the members who complained about Public Mobile sending eroroneous text messages to customers for phantom referrals on almost a daily basis.

Unfortunately, it's up to each customer to prove that the referral credit amount is incorrect. Without being able to show to a moderator that each active referral wasn't credited (by having them double check each and every phone number), I beilieve that it unlikely an adjustment would be issued.

Re: To those that have the designation of “PM in a green box”.

darlicious — Sun, 09 May 2021 03:51:31 GMT

@computergeek541 wrote:

Unfortunately, it's up to each customer to prove that the referral credit amount is incorrect. Without being able to show to a moderator that each active referral wasn't credited (by having them double check each and every phone number), I beilieve that it unlikely an adjustment would be issued.

@computergeek541

Who do you mean by this statement?