topic Re: Rewards at renewal in Get Support

Rewards at renewal

jivetalker — Thu, 06 Jan 2022 07:47:00 GMT

Hello Community,

I had my account suspended through lost-stolen for a couple of months. I noticed my rewards were not applied. Is this normal?

Thanks in advance!

Re: Rewards at renewal

Dunkman — Fri, 28 May 2021 13:20:22 GMT

@jivetalker

Yes, that is normal. You will; not earn rewards while suspended/lost state. Your loyalty time to earn your loyalty reward will also be delayed by the amount of time suspended.

Re: Rewards at renewal

jivetalker — Fri, 28 May 2021 13:28:47 GMT

So I don't get my autopay reward or community reward for January/February because I suspended my plan for March, April and May?

Re: Rewards at renewal

Dunkman — Fri, 28 May 2021 13:42:03 GMT

@jivetalker

Here are the rules:

https://www.publicmobile.ca/en/on/get-help/articles/reward-rules

Your account must be active and in good standing to earn and use Rewards. It cannot be in a suspended or deactivated status. For example: if you earn Rewards and immediately go into a suspended state because of a late payment, you will not be able to use your Rewards until you have made that payment.

Once you make payment to activate account, your last rewards earned (ie. Jan/Feb) before suspension should be in awarded.

Re: Rewards at renewal

jivetalker — Fri, 28 May 2021 13:59:46 GMT

Ok that makes sense...I have already paid and renewed my account. So how do I apply the rewards?

Re: Rewards at renewal

Anonymous — Fri, 28 May 2021 14:08:20 GMT

@jivetalker : Rewards don't accumulate under suspension. If it suspended for lack of payment then you should have a small balance in Available Funds. You should also see some numbers in the Rewards area. Those numbers can be added to your Available Funds after reactivation by the moderators.

Re: Rewards at renewal

jivetalker — Fri, 28 May 2021 14:21:56 GMT

So I can just reply to the last moderator message in my mailbox?

Re: Rewards at renewal

Anonymous — Fri, 28 May 2021 14:38:46 GMT

@jivetalker : I would suggest the new ticket method. If they give you trouble, point them to any number of threads here where people have had the rewards put in after the fact.

Re: Rewards at renewal

darlicious — Fri, 28 May 2021 14:49:36 GMT

@jivetalker

You can private message them or click on the chat bubble at the bottom right corner of your screen. Type apply rewards manually and human and follow the prompts to submit your ticket.

Re: Rewards at renewal

jivetalker — Fri, 28 May 2021 15:46:39 GMT

I sent a message but got a message back saying you have to have active service. But those rewards were earned when I had active service.

Re: Rewards at renewal

softech — Fri, 28 May 2021 15:48:38 GMT

@jivetalker just reply them back and say your phone was lost and hence was suspended. Usually Mods are nice and can apply the reward back.

Re: Rewards at renewal

Anonymous — Fri, 28 May 2021 16:05:55 GMT

@jivetalker : Rewards are paid up front. ie. you already got the rewards for when you were active at the last payment before you suspended. Now you're reactivated and so the rewards showing in your Rewards area should get added...not all the ones while you were suspended. Maybe you just need to ask the question properly.

Re: Rewards at renewal

jivetalker — Fri, 28 May 2021 16:23:54 GMT

I asked the moderator to look at my payment history. I have only recieved one $2 autopay reward. The $4 in rewards has been there since before I suspended. The community reward was for January 2021.

Re: Rewards at renewal

Anonymous — Fri, 28 May 2021 16:35:24 GMT

@jivetalker : So your last renewal was Jan 30. Sometime before early March you suspended. Then you reactivated on the 27th. Now you should ask for the $2 + $2 to be credited to your account. That community one will be zero'd out if they do it right (they may not 🙂 ). And if you still have autopay toggled on then it will stay.

Not sure about the system issue on Feb 3. That $5 off seems a little messy.

Re: Rewards at renewal

jivetalker — Fri, 28 May 2021 17:56:16 GMT

I got my first reply from the moderator within an hour. I replied shortly afterwards and its been silence for nearly 3 hours!

Re: Rewards at renewal

Anonymous — Fri, 28 May 2021 18:02:54 GMT

@jivetalker : Did you reply to the email notification or did you reply in private messaging?

Re: Rewards at renewal

jivetalker — Fri, 28 May 2021 18:29:57 GMT

I just heard back from the moderator. She apologised for the delay and the confusion over the rewards and has applied them to my account.

Thank you everyone for your help!