topic Re: Rewards are not being paid out. in Get Support

Rewards are not being paid out.

Jattdesi — Wed, 22 Jan 2025 06:31:12 GMT

I am paying customer on a $30 + Plan since October 2024, so far I only received 0.9 Points in Rewards. So I reached out to CS_Agent and this is what I am told. I don't believe what they are saying is correct.

edited by computergeek541: removed unrelated category labels

Re: Rewards are not being paid out.

Chalupa_Batman — Wed, 22 Jan 2025 01:51:57 GMT

Hey @Jattdesi

Correct my math if I'm wrong but... 5% of $30 is $1.50. So if you only got $0.90 then that is incorrect. However, it depends if you had any credits on your account. Points are accumulated when there are credits on the account. If the full amount of $30 was taken from your credit card, I would reply back to the CS Agent and ask it be escalated to a supervisor. Math is math!!

Re: Rewards are not being paid out.

alegator_23 — Wed, 22 Jan 2025 01:52:36 GMT

hi @Jattdesi

Was that $30+ spent directly from credit card, or it's was combination of different promotions etc ???

In general 5% of $30+ would be more than 0.9 points, hence you will have to reply back to CS with proper calculations, or ask them to elaborate on points calculation.

Best,

Hope it helps .

Re: Rewards are not being paid out.

DennyCrane — Wed, 22 Jan 2025 05:05:32 GMT

It's 5% of whatever you spend. That can be credit card payment or voucher credit. You don't earn 5% on the portion that is covered by rewards redemptions though.

Re: Rewards are not being paid out.

Jattdesi — Wed, 22 Jan 2025 14:12:17 GMT

I asked @CS_Agent to escalate my Points issues to a Supervisor or to there support team and this is the response I got the Second time.

Re: Rewards are not being paid out.

alegator_23 — Wed, 22 Jan 2025 15:07:44 GMT

Interesting, sounds like vouchers can't be used for points - good to know.

So maybe for next payments just use Credit Card and get the full points, but interesting if the CS can point to Terms & Conditions stating that Vouchers are not covered for the points.

Best.

Re: Rewards are not being paid out.

DennyCrane — Wed, 22 Jan 2025 15:22:42 GMT

@alegator_23 Voucher credits absolutely do earn you points (I do it all the time). You earn points on your net spend, and you're still spending money to buy the voucher.

If you had a month where you redeemed 15 points, then you wouldn't earn points on the $15 account credit because it's not money you actually spent.

Re: Rewards are not being paid out.

alegator_23 — Wed, 22 Jan 2025 15:24:51 GMT

@DennyCrane ,

According to what i see in the CS reply the Vouchers added to the account are not subject to points.

Hence there is some disconnect between the real situation and the CS reply.

Thanks.

Re: Rewards are not being paid out.

DennyCrane — Wed, 22 Jan 2025 15:31:06 GMT

@alegator_23 Yeah it can be confusing, which is further compounded by misinformation from CS agents and discussion on these forums. I'll tell you though, this isn't the first (or the last) time CS agents have provided wrong information.

Here's my points from this month. I'm on the $35 plan which nets me 1.75 points (5%). As you can see, I paid with a voucher and I received the full 1.75 points.

Re: Rewards are not being paid out.

DennyCrane — Wed, 22 Jan 2025 15:50:04 GMT

If you're earning 0.97 points, that would imply that your before tax spend was $19.40/month. Do you have any promos or discounts that bring the $30 price point down? Can you show a screenshot of your payment screen from the app?

Re: Rewards are not being paid out.

Chalupa_Batman — Fri, 24 Jan 2025 00:04:43 GMT

@Jattdesi wrote:
I asked @CS_Agent to escalate my Points issues to a Supervisor or to there support team and this is the response I got the Second time.

I know this was from yesterday but I didn't have till now to follow up on it.

There is part there from the agent that says.... Vouchers or credits that have been added on your account are not subject to point.

I 100% disagree with that statement.

Under Public Points - It states, How to earn it - Make a payment for your subscription. Using a voucher IS a payment.

Under Public Mobile Rewards Terms and Conditions

It does not say anything about "vouchers that have been added on your account are not subject to points".

I would continue to challenge this as their own terms and service contradict what the agent is saying. How many other members is this happening to?

Re: Rewards are not being paid out.

Jattdesi — Sat, 25 Jan 2025 04:02:50 GMT

@Chalupa_Batman I appreciate you taking the time to find the Public Mobile terms & conditions. I believe I have given them enough opportunity to fix this issue. I have gone ahead and filled a CCTS complaint and will let them deal with it

Re: Rewards are not being paid out.

hTideGnow — Sat, 25 Jan 2025 04:09:14 GMT

hi @Jattdesi

generally, the points will be calculated when the voucher amount is used for renewal

i,e if you load $100 voucher couple months ago, the points will not be given at that time. But when PM used the available funds from the voucher for renewal, let say $50 renewal this month, then it will give the 5% points for the $50 this month. Then next month, PM will used the rest of the $50 Available funds, and the 5% of the $50 will be given at that time again

Re: Rewards are not being paid out.

computergeek541 — Sat, 25 Jan 2025 11:07:17 GMT

@Jattdesi wrote:
@Chalupa_Batman I appreciate you taking the time to find the Public Mobile terms & conditions. I believe I have given them enough opportunity to fix this issue. I have gone ahead and filled a CCTS complaint and will let them deal with it

This response that you got is a customer service issue, and the infromation that you were given doesn't reflect how the rewards/points system works. You have been given incorrect information. it's simply a mistake.

There is however, a difference in the way that points are given out for amounts paid for bill credits that were purchased with points.