topic Re: Can't respond to holiday bonus text in Get Support

Can't respond to holiday bonus text

berthaandbob — Tue, 13 Dec 2022 17:36:40 GMT

I just contacted customer support and they said they can't add the bonuses manually. I am out of the country until February and can't respond to my text. I've been a customer for 6 years and this doesn't seem right I'm not able to receive the bonus.

Re: Can't respond to holiday bonus text

walker1 — Tue, 13 Dec 2022 17:47:25 GMT

@berthaandbob

The CSA should be able to add the holiday gifts manually to your account, after December 15 and before December 31. It's probably just to soon to add it manually right now.

Just try again after December 15, by asking another CSA. You'll probably get it added then.

Re: Can't respond to holiday bonus text

BKNS27 — Tue, 13 Dec 2022 17:39:54 GMT

Unfortunately you need to respond to the text while you are in Canada but you have until December 31 to respond.

Re: Can't respond to holiday bonus text

hairbag1 — Tue, 13 Dec 2022 17:45:05 GMT

Could you give the phone to a trusted friend / relative to watch for and respond when the offer does arrive.

Re: Can't respond to holiday bonus text

BKNS27 — Tue, 13 Dec 2022 17:46:20 GMT

@hairbag1

It sound like they are already out of the country.

Re: Can't respond to holiday bonus text

berthaandbob — Tue, 13 Dec 2022 17:47:34 GMT

@hairbag1 No, I have my phone with me as I need it for the camera as I am on a cruise.

Re: Can't respond to holiday bonus text

berthaandbob — Tue, 13 Dec 2022 17:48:50 GMT

@walker1 This is what the agent wrote to me "About the promotion conditions the method to get the bundle applied it would be via SMS only. Since this time We do not have access to get promotion codes to be manually assigned for exceptions or any or scenario." Should I ask again after the 16th?

Re: Can't respond to holiday bonus text

walker1 — Tue, 13 Dec 2022 17:53:49 GMT

@berthaandbob

Yes, ask on December 16, since the system probably doesn't allow them to do it before. Just try again on December 16.

You'll have until December 31, to get it all sorted out, so there's plenty of time left.

Re: Can't respond to holiday bonus text

BKNS27 — Tue, 13 Dec 2022 17:53:28 GMT

@berthaandbob

Since the CS_Agent indicated the regulations of the promo. It would be very slim to try on December 16 but it is worth a try…it wouldn’t hurt and nothing the loss.

The only other option is to send your SIM to a relative or friend so they can install the SIM in their phone and reply to the text.

Re: Can't respond to holiday bonus text

Meow — Tue, 13 Dec 2022 17:55:09 GMT

Agent should be able to add your bonus if replying YES2 leads to error message AND you provide them with screenshot of error message.

If you did not receive SMS from PM regarding bonus, you have to wait 2 more days.

Re: Can't respond to holiday bonus text

hairbag1 — Tue, 13 Dec 2022 17:55:15 GMT

If the CSA person won't add it to your account ...you'll likely miss this Holiday offer.

I would ask the CSA to escalate your request, as you've been a long standing account holder, they might help you out.

Just don't cancel your cruise early and come home to get the data and minutes...please !!

Enjoy your cruise...we're all jealous ! 😎

Re: Can't respond to holiday bonus text

CGO — Tue, 13 Dec 2022 17:57:40 GMT

you may get it in 2 days, or follow up CSA in Feb. Enjoy.

Re: Can't respond to holiday bonus text

berthaandbob — Tue, 13 Dec 2022 18:04:48 GMT

@walker1 Thank you, I will try to contact them again next week.

Re: Can't respond to holiday bonus text

walker1 — Tue, 13 Dec 2022 18:07:25 GMT

@berthaandbob

Your very welcome 😊

I hope you find your solution soon!

Re: Can't respond to holiday bonus text

berthaandbob — Tue, 20 Dec 2022 18:50:59 GMT

I just contacted customer service again and they said if they added the bonuses then they would convert me to the new points system (I've been on Public since 2015 and don't want to change to new points). My daughter said this doesn't sound right. Why can't they just add the bonuses?

Re: Can't respond to holiday bonus text

computergeek541 — Tue, 20 Dec 2022 18:56:07 GMT

@berthaandbob

The 2GB and 500 minute bonuses don"t require conversion to points. Be sure to inform the CSA that you don't authotize this change to points.

Re: Can't respond to holiday bonus text

berthaandbob — Tue, 20 Dec 2022 19:04:49 GMT

@computergeek541 I will send a ticket instead. The customer service are not helping me very well.