topic Re: Promo deal not proceeded in Get Support

Promo deal not proceeded

Ben_L — Fri, 08 Sep 2023 01:20:30 GMT

@CS_Agent I still auto renew the original subscription even after completing the message process.

Re: Promo deal not proceeded

Handy1 — Fri, 08 Sep 2023 01:28:11 GMT

@Ben_L So when’s your renewal date it should change to that plan then since you replied YES to it

Add are you thinking it should have done so sept 5 that’s just the date the offer expired @Ben_L if your renewal date has gone by and you replied YES to the offer before then . double check like this and has the amount charged to credit card changed

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info

Re: Promo deal not proceeded

Ben_L — Fri, 08 Sep 2023 01:26:20 GMT

As you see in the screen capture, the new renewal date is 5th Sep. Now is 7th Sep, I see it renewed my original plan from the portal.

Re: Promo deal not proceeded

Ben_L — Fri, 08 Sep 2023 01:27:47 GMT

Please pay attention to the message date, I replied the message on 30th Aug

Re: Promo deal not proceeded

Handy1 — Fri, 08 Sep 2023 01:31:07 GMT

@Ben_L Yes but that sept 5 date is for when that text offer expired to except it . Your renewal date is another date check your account online when did you last pay

Re: Promo deal not proceeded

Ben_L — Fri, 08 Sep 2023 01:32:05 GMT

After click it to refresh, it still shows my old plan. And I checked the payment record, it charged me the old plan price.

Re: Promo deal not proceeded

Handy1 — Fri, 08 Sep 2023 01:34:14 GMT

@Ben_L So it looked like your renewal was yesterday . So with that screen shot please submit ticket with support to fix . Here’s a direct link

send a private message To CS_Agents click

VVVVV Link below VVVVV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Promo deal not proceeded

Handy1 — Fri, 08 Sep 2023 01:37:19 GMT

@Ben_L I see the problem you replied yes should have reply YES in capitals that’s the hang up but show that to support I think they will honour it

Re: Promo deal not proceeded

Chalupa_Batman — Fri, 08 Sep 2023 01:57:14 GMT

What?? How is that the hang up with the system clearly replied back saying it will start on his next renewal date?

P.S. I'm still trying to figure how to use previous message quotes. LOL

Re: Promo deal not proceeded

DennyCrane — Fri, 08 Sep 2023 02:01:03 GMT

@Handy1 It's not case sensitive, and he got a confirmation back. I think it's just another case where the renewal date was too close and they didn't process it in time. They need to contact @CS_Agent to have them correct it.

Re: Promo deal not proceeded

Handy1 — Fri, 08 Sep 2023 02:11:40 GMT

@DennyCrane and @Chalupa_Batman i see that OP got the response saying it will be be updated on next renewal .but I think it might be case sensitive I think same issue would happen with reply yes to a port request you need reply YES

Re: Promo deal not proceeded

hTideGnow — Fri, 08 Sep 2023 02:14:36 GMT

@Ben_L case sensitivity not the problem. You got a confirmation text

did you try to use Incognit/Private/Secret mode to login and check to avoid cached page problem?

if really old plan was renewed, submit ticket with CS agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Promo deal not proceeded

hTideGnow — Fri, 08 Sep 2023 02:16:37 GMT

@Chalupa_Batman wrote:

P.S. I'm still trying to figure how to use previous message quotes. LOL

HI @Chalupa_Batman

quote does not work on mobile web brower

if you are using computer browser, click on the 3 dots first, it will expand another line of option to use , then click double quote (")

Re: Promo deal not proceeded

will13am — Fri, 08 Sep 2023 02:40:26 GMT

@DennyCrane wrote:
@Handy1 It's not case sensitive, and he got a confirmation back. I think it's just another case where the renewal date was too close and they didn't process it in time. They need to contact @CS_Agent to have them correct it.

I know you warned of this previously about renewals happening too close to the cut off date for the promotion. Had the system been programmed to go into a customers account immediately after the promotion is accepted and insert a plan change on next renewal, this problem would not happen. My sense is that if any customer does not see a plan change queued up in their account, this will happen again and again regardless of when renewal takes place.

Update: I just checked my online account, the $25 plan is loaded in as an upcoming plan change. I guess you are right, batch update.

Re: Promo deal not proceeded

DennyCrane — Fri, 08 Sep 2023 02:52:23 GMT

@will13am Thanks for reporting back. It's tough to offer support in similar situations when people don't close the loop. That's great to know.

Batch makes sense, as instant update would be significant programming for a one off promo.

Re: Promo deal not proceeded

Ben_L — Fri, 08 Sep 2023 04:46:27 GMT

Maybe the truth is the Batch job did not proceed with my request in time.

But…I literally replied to the message on the same day, I cannot do that earlier. LOL

Re: Promo deal not proceeded

Chalupa_Batman — Fri, 08 Sep 2023 15:07:24 GMT

The "Update" peaked my interest. Where did you see the upcoming plan change? If there is a way to see that, this would help solve a lot of peoples questions here.

Re: Promo deal not proceeded

Ben_L — Fri, 08 Sep 2023 17:15:04 GMT

Got update from Agent: he said the deal cannot be applied to the subscriontion prior 8th Sep. And he apologized for the confusing message. So the deal will be applied to the up coming renewal.

Re: Promo deal not proceeded

will13am — Fri, 08 Sep 2023 19:51:16 GMT

@DennyCrane , it's likely the batch process would mean those renewing before the promotion ending will get the deal on the next plan cycle. Customers not getting the deal yet should be asked to check their upcoming renewal first before going to CSAs for intervention.

Re: Promo deal not proceeded

DennyCrane — Fri, 08 Sep 2023 19:53:08 GMT

@will13am That's my theory, yes. Those that got confirmation but didn't get a plan change will probably see the change at next renewal. I'd still raise a ticket though, because the offer stated next renewal.

Also I recall seeing one that was the 6th and still didn't go, so there's a window there, but I'm not totally clear what the window is.