topic Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan in Get Support

Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Trikenstein — Thu, 06 Jan 2022 08:09:40 GMT

Hi,

Before I signed up (around mid July 2021) an online chat with a rep and I also saw on PM web site that If I selected AutoPay there will be data bonus. Something like:

+ 0.5GB for the $35 plan

+ 2GB for the $35 plan

I signed up for these 2 plans on 2021-07-19. But these bonus don't show up in plan details.

What is the reason?

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Anonymous — Mon, 16 Aug 2021 23:35:10 GMT

@Trikenstein

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent ,and Submit a Ticket

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here to get started.

or you can send a private message to Customer Service by CS_Agent , by Click Here.
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Service by CS_Agent, will Response by private message to you inbox
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Anonymous — Mon, 16 Aug 2021 23:44:13 GMT

@Trikenstein : Did you use the promo code at activation? Did you activate yourself not in-store?

Edit: Did you submit an email address before activation?

Did you choose the autopay option?

Jeez s--s...could we figure out if the customer is eligible first? Unbelievable.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Triguy — Mon, 16 Aug 2021 23:42:15 GMT

To receive the bonus 2GB.

How to Get this Offer:

Submit your email address here
Receive the promo code via email
Activate on any plan $35 or higher online by July 31 using the promo code to redeem this offer.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Trikenstein — Mon, 16 Aug 2021 23:43:15 GMT

I bought the 2 SIM cards at a store indicated in PublicMobile website. When I got home, I used PM website to activated the 2 SIM + setup autopay. I don't have any promo code. I just thought that setting up the autopay feature as new customers would be enough for the system on the PM side to add the data bonus.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

hTideGnow — Mon, 16 Aug 2021 23:45:06 GMT

@Trikenstein I think the 0.5 GB is for Autopay. You need to enable AutoPay on My Account to get the Autopay bonus

for the 2GB, you probably missed to submit the code 2GBBONUS when you activated. No worry, you can open a ticket with PM Customer Support Agent and tell them you missed it, they will likely able to add it back for you.

Open the ticket by using the Chatbot on the lower right

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

NDesai — Mon, 16 Aug 2021 23:47:50 GMT

@Trikenstein wrote:
I bought the 2 SIM cards at a store indicated in PublicMobile website. When I got home, I used PM website to activated the 2 SIM + setup autopay. I don't have any promo code. I just thought that setting up the autopay feature as new customers would be enough for the system on the PM side to add the data bonus.

The 500 MB should be applied automatically as long as you enabled AutoPay. I don't think this is a hard requirement.
The 2GB bonus data required users to enter promo code during activation. If you did not do this, contact CSA as mentioned above and hopefully they are able to apply this from their end.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

hTideGnow — Mon, 16 Aug 2021 23:48:41 GMT

@Trikenstein To help you get to ticket open quicker, when you type on Chatbot, start by

1. Typing Missing Promotion

2. Click on My bonus is missing

3. click on Con tact Us

4. Finally click on "clik here to submit a ticket"

Another page will open for you to complete the ticket open step

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

HALIMACS — Mon, 16 Aug 2021 23:49:21 GMT

@Trikenstein

You needed to have used the promo code during activation.

Try asking the Customer Support Agents (nicely) if they'll apply it by clicking here

You’ll need to be logged into your Community account for the link to work.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

darlicious — Mon, 16 Aug 2021 23:49:46 GMT

@Trikenstein

Did you apply the promocode 2GBBONUS? If not and you activated online you can use the info supplied that didn't answer your question but allows you to create a support ticket thru Simple--Simon to contact the CSA's and have it added to your account. It will appear on the left hand side and look similar to this.....

As long as you are signed up for autopay the extra 500mb data bonus should be included in your data counter on your overview page. It should look like this...

2.5GB +500MB Autopay bonus data at 3G SPEED.............0/3072MB.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

darlicious — Mon, 16 Aug 2021 23:56:02 GMT

Geez the only one here was Simple--Simon and by the time I compile all the info required to answer the question half of the hood showed up! I could only imagine how fast I would be if i had 8 fingers typing instead of one!👋😃🖐

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

darlicious — Mon, 16 Aug 2021 23:57:44 GMT

@Trikenstein

Did you activate the $25 plan or the $35 plan?

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Anonymous — Mon, 16 Aug 2021 23:58:53 GMT

I would be much more brutal with promo eligibility. You don't fulfill the requirements, you don't get the promo.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

darlicious — Tue, 17 Aug 2021 00:01:35 GMT

@Anonymous

That's because you probably always had a salary or a proper wage. If you have worked for tips or commission you are much more incentivized to satisfy the customer.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Anonymous — Tue, 17 Aug 2021 00:48:28 GMT

@darlicious : Do the mods and PM people here make commissions and tips?

In this kind of situation it's snooze y'lose as far as I think. Like you and I when we first arrived.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Trikenstein — Tue, 17 Aug 2021 00:54:32 GMT

@darlicious

> Did you activate the $25 plan or the $35 plan?

Note sure how to quote your message. I recopied it manually above. I activated up TWO plans $25 and $35. From the conversation I had with the online agent before signing up. He said that I would get the bonus if I activated before end July 2021 and setup autopay.

Maybe he mentioned about the promo code but I didn't remember about this instruction when I activated. To tell you the truth at that time, I was mostly focusing of having correctly transferred my old numbers to PublicMobile. I didn't pay attention to any promocode.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

darlicious — Tue, 17 Aug 2021 01:01:51 GMT

@Anonymous

I agree to a point. Good customer service is key to a successful business most of the time. When other parts of your business fail to live up to customer expectations good customer service will be able to retain those customers.

We know the pm web chat sales people often make mistakes, pm has glitchy everything, autopay fails, weird stuff occurs in one of my accounts all the time. Why do I stay other than the obvious? Freebies and good customer service.....and I have high expectations when it comes to customer service. Once telus failed to deliver good customer service to me after 20 years of loyalty I ported to pm the next day.

One good deed to start a relationship with a new customer can keep them for life. First impressions are very influential. You always want to have a good one.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

dabr — Tue, 17 Aug 2021 01:12:13 GMT

@Trikenstein wrote:
@darlicious
> Did you activate the $25 plan or the $35 plan?
Note sure how to quote your message. I recopied it manually above. I activated up TWO plans $25 and $35. From the conversation I had with the online agent before signing up. He said that I would get the bonus if I activated before end July 2021 and setup autopay.

Maybe he mentioned about the promo code but I didn't remember about this instruction when I activated. To tell you the truth at that time, I was mostly focusing of having correctly transferred my old numbers to PublicMobile. I didn't pay attention to any promocode.

@Trikenstein If you're on a desktop then after hitting Reply, click the 3 dots above the post which expands the toolbar, then select quotation marks (99). If you're using your phone, then I believe you won't get the option to quote although some devices allow for that option if turned to landscape mode.

As for the bonus data, 500MB bonus for all plans $25+ is automatic as long as you've enabled autopay once you've added your CC/Debit Visa/MC.

The 2GB bonus data is only available for plans $35+ but the code 2GBBONUS needed to be added when you activated as has been mentioned previously by @hTideGnow and @NDesai. As already suggested, you'll need to contact customer support and see if they will add 2GB bonus data as a gesture of goodwill on your $35 plan.

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

darlicious — Tue, 17 Aug 2021 01:20:43 GMT

@Trikenstein

Thank you for clarifying. The autopay data bonus should show in your accounts as included in the plan data bucket/counter at 1GB and 3GB respectively.

Contact the CSA's and explain the situation. It's common for the web chat people to be wrong or forget to mention things, the promocode was poorly promoted at that point and you could have thought mistakenly that a referral code was a promo code and an activation itself can be stressful. I have certainly had a few of those and been completely frustrated and flustered that it's amazing my tablet is still intact.

Most CSA's are very forgiving as sometime in the future pm will mess something up and you will return the favour of being very forgiving. It's like that around here....a little give and take. Instead of your mobile provider just take, take, taking.....

If you run into resistance close your ticket private message me and you can start a new request. You may prefer to send a private message...I will supply you with my method.

Send a private message... Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

Full name and address on pm account. ( Or province and postal code for newer accounts.)
Email, phone # and pin #.

If you cannot remember your pin # include at least three ( if they apply)of the following:

Date of birth (n/a on newer accounts.)
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?
Account #.
Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's(formerly moderators.) Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below : https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

Trikenstein — Tue, 17 Aug 2021 03:31:02 GMT

@darliciousthank you for the detailed instruction. I did write a private message to CS_Agent, advised by members answering to my post.

I mainly explained that I didn't know about the promocode. I just thought any bonus I was entitled to would be applied automatically at activation time.

I only mentioned the activation date and the two account numbers. I suppose the CA agent would get all the account details with the account numbers. If anything missing, he/she will probably ask me for more details in subsequent messages.