topic Re: Haven't been able to access my rewards for 4 months, getting nowhere with support in Get Support

Haven't been able to access my rewards for 4 months, getting nowhere with support

ben10nnery — Mon, 27 Feb 2023 19:15:23 GMT

Hi!

I rejoined Public back in November. Ever since I have been unable to access my rewards profile. I just get the welcome screen that my points profile is still being created. I've been through 4 months of different cs-agents that create a ticket, promise to reply when something is resolved, and then no response at all. I'll wait a week or two, then reply to the cs-agent thread, get a complete different one, have to explain everything all over again, and get the same response and then radio silence again.

I've tried everything they suggested initially from clearing all caches, different browsers, trying to access with different devices and different locations, private vs regular browsing sessions, etc.

Just wondering if anyone knows a way to escalate it, because even though every new agent I talk to promises to do so, I feel like I'll be at this for a year. Any clue on some next steps would be amazing.

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

Handy1 — Mon, 27 Feb 2023 19:26:24 GMT

@ben10nnery Sign into rewards portal should be there to view and redeem .. here how to reach support if you need to

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Watch for reply top of page to the

Right ( envelope image )

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

softech — Mon, 27 Feb 2023 19:53:06 GMT

@ben10nnery

we are just customers like you and won't be able to do much in this case

this is really something you need to work with support. Keep pushing for an answer and ask for escalation

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

ben10nnery — Mon, 27 Feb 2023 20:09:24 GMT

This is what I've been doing for 4 months. 😢

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

ben10nnery — Mon, 27 Feb 2023 20:11:39 GMT

Was just hoping someone maybe had any similar experience with support and had any ideas. For four months they've been saying it's "escalated".

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

Handy1 — Mon, 27 Feb 2023 20:12:35 GMT

@ben10nnery I’m sorry you having such a bad experience with your rewards … as @softech mentioned we are just customers like you and we can only offer suggestions so like @softech said ask to have situation escalated and push for a answer on why and where are the rewards

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

Patchio — Mon, 27 Feb 2023 20:16:28 GMT

@ben10nnery

If you have submitted multiple tickets and different CSA’s are still unable to resolve the issue you're experiencing when trying to access the My Rewards website, notify the CSA that you intend to submit a CCTS complaint and see if that encourages then to actually look into the problem.

Submitting a CCTS complaint (linked below) will automatically escalate your issue to a supervisor when the CSA’s aren’t helpful and refusing to escalate your ticket.

https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/

It takes a bit of extra work to submit the complaint on your end, but you ultimately bypass the unhelpful CSA’s that you have encountered so far, which saves you time and effort on a matter that should have been resolved a long time ago.

This is an issue on PM's end of things, not anything you have done on your end.

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

softech — Mon, 27 Feb 2023 20:20:05 GMT

@ben10nnery from what we see on the community post, this looks like a new one. Definitely hope you can come back and tell us how this ends

and honest, your should ask them to do something to compensate the time you spent, and maybe they can just manually apply your the credit instead of giving you points until this is resolved

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

ben10nnery — Mon, 27 Feb 2023 20:57:12 GMT

This is what we're going to go with thank you!

Re: Haven't been able to access my rewards for 4 months, getting nowhere with support

esjliv — Mon, 27 Feb 2023 21:54:40 GMT

@ben10nnery - You cannot access 'My Rewards' portal here?

https://telusidentity.telus.com/as/authorization.oauth2?response_type=code&scope=openid&client_id=20c044a0-26c5-4839-9e8c-68a62df0446a&redirect_uri=https://publicmobile.ca/myrewards/oauth/callback

But can you access your regular 'My Account' here?

https://telusidentity.telus.com/as/authorization.oauth2?response_type=code&client_id=cc26d3b9-3370-4d0c-a591-ae94d713186e&state=ked1xhKYZ4e2DS2k5Ed1bnRK&response_mode=query&redirect_uri=https%3A%2F%2Fselfserve.publicmobile.ca&nonce=cCVsnIPeeSBGNf-1NHf4xNFC&scope=openid%20profile%20email%201965%201966%201967%201968%201969%201970%201971%201972%201975%201977%201979%20S-1%201995