topic Re: Points redemption in Get Support

Points redemption

Magz2 — Thu, 12 Jun 2025 17:06:47 GMT

Is it possible to cancel a rewards redemption? I meant to redeem points for a bill credit but instead redeemed points for unlimited US talk & text bundle.

Re: Points redemption

hairbag1 — Thu, 12 Jun 2025 17:14:13 GMT

@Magz2

message Customer Support with your request and I think they can make the change. Click the orange chatbot icon on lower right side of page to start the process.

added...please come back and let us know whether or not they make the change for you.

Re: Points redemption

BKNS27 — Thu, 12 Jun 2025 17:09:31 GMT

@Magz2

I am not sure if you can because you clicked on the Confirm button before finalizing the reward.

Best to ask a CS_Agent by clicking on the Chat icon and type in Submit a Ticket.

Re: Points redemption

Chalupa_Batman — Thu, 12 Jun 2025 17:12:21 GMT

@Magz2 wrote:
Is it possible to cancel a rewards redemption? I meant to redeem points for a bill credit but instead redeemed points for unlimited US talk & text bundle.

Hello @Magz2

Accidents happen. Here is how to contact a CS Agent since you can log in.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Points redemption

Magz2 — Thu, 12 Jun 2025 17:29:19 GMT

I keep getting the screen to create a ticket and multiple choices none of which apply so basically I'm on a merry go round going nowhere. Why is there not an option to actually talk to an agent? So frustrating, may have to switch back to a different provider

Re: Points redemption

hTideGnow — Thu, 12 Jun 2025 17:47:12 GMT

hi @Magz2

no multiple choices, use this link instead:

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Points redemption

computergeek541 — Thu, 12 Jun 2025 19:29:57 GMT

@hTideGnow wrote:
hi @Magz2
no multiple choices, use this link instead:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Customers must use the chatbot to open tickets when possible. By sending a private message in the above manner, the customer will automatically receive slower response time. Please avoid promoting the private messaging route except in cases of using the chatbot not being possible, as using the chatbot isn't optional.

Re: Points redemption

computergeek541 — Thu, 12 Jun 2025 19:26:31 GMT

@Magz2 wrote:
I keep getting the screen to create a ticket and multiple choices none of which apply so basically I'm on a merry go round going nowhere. Why is there not an option to actually talk to an agent? So frustrating, may have to switch back to a different provider

Typing in "submit ticket" immediately gives the option to perform the task.

Re: Points redemption

CSA_PM — Fri, 13 Jun 2025 12:08:07 GMT

Thank you for the escalation! The customer has already been in contact with one of our agents, and the issue has been clarified.