topic Re: Missing Points-Back in Get Support

Missing Points-Back

CalvinW — Sat, 22 Mar 2025 20:54:41 GMT

Where do I go to file a complaint? I tried talking to CS_Agent, but they are refusing to credit the missing points from March? The points system is such a headache...

Re: Missing Points-Back

Sansan — Sat, 22 Mar 2025 21:03:06 GMT

@CalvinW you can go back to the original message and reply back and let them know you want to escalate your their manager.

You can also file a complaint with CCTS.

Re: Missing Points-Back

CalvinW — Sat, 22 Mar 2025 21:12:24 GMT

They are just ghosting me when I messaged them to escalate haha. Loving the Public Mobile "customer service"

Re: Missing Points-Back

Sansan — Sat, 22 Mar 2025 21:14:34 GMT

Give them sometime.

Re: Missing Points-Back

BKNS27 — Sat, 22 Mar 2025 21:17:15 GMT

@CalvinW

The points are added into your account a day after your renewal date…not sooner.

Re: Missing Points-Back

funpig1 — Sat, 22 Mar 2025 21:29:25 GMT

@CalvinW

Which points are missing?

Refer-a-Friend? It could be that some of your referrals have quit or ported out. There's really no way to know who quit because PM No longer provides a list of the referral details.

Points-back? You only get points back on the amounts that you actually pay. You do not earn points back on payments made with a bill credit.

Give-backs? I have no idea how these are determined or awarded.

Re: Missing Points-Back

CalvinW — Sat, 22 Mar 2025 21:49:47 GMT

Points-Back. It's been 2 weeks since my renewal date. Still nothing.

Re: Missing Points-Back

funpig1 — Sat, 22 Mar 2025 22:01:28 GMT

@CalvinW

Hmm. Maybe you're right.

I just renewed early this morning. My refer a friend points are there. However, my points-back are not. Based on past payment history, the points back usually show up on the same day before the refer a friend points.

My total bill was $20 plus tax. I paid with a $15 bill credit and a $5 credit card charge. I should have got a $0.25 points-back. And it is missing. I will wait a few days and see If they show up and let you know.

Good luck with you.

Re: Missing Points-Back

Sansan — Sat, 22 Mar 2025 22:15:52 GMT

I have been redeeming my points for the last few months so I don't have anything to get back.

But someone else did ask about this about a week ago.🧐

Re: Missing Points-Back

mitchnet12 — Sun, 23 Mar 2025 01:38:12 GMT

I am in the same boat with the 5% rewards. I haven't had anything since November, though that was after an agent made an adjustment to my subscription.

A tip with CCTS, they will not intervene with a points matter. I lost $6 cash back when Public Mobile transitioned to the points system last May. The rewards can disappear at any moment with no recourse. Hopefully Public Mobile will come good for the missing points.

Re: Missing Points-Back

funpig1 — Sun, 23 Mar 2025 14:25:10 GMT

@CalvinW @mitchnet12

I have messaged the customer agent requesting a correction for my missing points-back (0.25 point, LOL). I will report back when I get an answer.

FYI: I sent the message using the following link. To save time, I included the last four digits of my credit card and my account number to verify my identity (The customer agents will not deal with the matter until they verify your identity and they usually ask for this information which only delays a response). I then explained my payment and date date and what points-back are missing.

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

Re: Missing Points-Back

funpig1 — Sun, 23 Mar 2025 14:28:44 GMT

@CalvinW @mitchnet12

FYI, a customer agent messaged me back early this morning and credited me with my "Missing Points-Points Back". They actually credited me with 1.0 point instead of 0.25 point. LOL.

I replied and thanked the customer agent, Tony, and also mentioned your two names as people who are also missing their points-back. Try contacting them again using link in my last post.

Re: Missing Points-Back

funpig1 — Sun, 23 Mar 2025 14:33:05 GMT

@CalvinW @mitchnet12

After I thanked the customer agent and mentioned your names, this is Tony's reply:

"Happy to assist! Please note that, even if we want to help more, we can only assist if the users in question contact us from their individual Community profiles."