topic Re: current subscription in Get Support

current subscription

Jvps1953 — Sun, 09 Nov 2025 15:54:56 GMT

On Oct 25th I redeemed $40.00 in reward points to be applied to my next subscription renewal. However, today, I noticed that I was CHARGED $45.20 on Nov 9th. That's 15 days in advance of the subscription renewal that I redeemed $40.00 in reward points and STILL I WAS CHARGED my regular amount on my Visa. How do I get PM to recognize that I used $40.00 reward points and use that towards my next payment????????????? What's the point in having reward points if THEY DON'T HONOUR THE PROGRAM????????????

Re: current subscription

Yummy — Sun, 09 Nov 2025 15:59:05 GMT

IF you had funds on your account (available funds) then system should take them First and then if you are short will charge you credit card.

If you did have funds on your account (did you take screenshot as a proof??) then system is off and you should raise a ticket with agent to report that.
Personally, I never had an issue after redeeming points for $ and system taking $ from my account first and then the rest (if anything) from my CC.

Re: current subscription

slusagm — Sun, 09 Nov 2025 15:57:59 GMT

let's use browser with Incognito mode to check three things.

check if any Available funds showing there
Check Payment history page, does it show PM deposit the money 15 days ago?
check My Reward site and check the transaction history there, did PM used the rewards?

if PM didn't use the rewards , then probably your redemption didn't completed for whatever reason, maybe you didn't click one final button

but if PM did used the rewards points, just the money no where, or money sitting in Available funds and not used, then ask PM.

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: current subscription

Dunkman — Sun, 09 Nov 2025 16:49:39 GMT

@Jvps1953

When was your payment due date? Was it suppose to be today? Did you change your plan subscription?

Some recent reports on payment issues (including using available funds).

Re: current subscription

Jvps1953 — Sun, 09 Nov 2025 20:30:44 GMT

no I didn't change my plan.
Was there some problems on PM regarding "using available funds" that I missed reading about?

Re: current subscription

Dunkman — Sun, 09 Nov 2025 20:39:20 GMT

@Jvps1953 wrote:
no I didn't change my plan.
Was there some problems on PM regarding "using available funds" that I missed reading about?

@Jvps1953

No formal announcement but community members have noticed some payment issues. Personally, I had an issue with trying to re-activate a suspended account with available funds. For some reason, PM would not take payment from my available funds.

Re: current subscription

Jvps1953 — Sun, 09 Nov 2025 20:48:46 GMT

to be honest, I'm not impressed with this carrier! It's hard to navigate to resolve issues and the site is not reliable.