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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@darlicious wrote:

@pm-smayer97 

I can tell you this.....from the amount of times I have had to use the lost/stolen feature on the bf's account it never affected his promotions (we all know the whole autopay reward saga.) I have never heard of a customer complain (to date) that an autopay failure that temporarily suspended their account for non payment has affected their promotions. So while not confirmed i would imagine that suspension over 30 days is what would cause the loss of a promotion. As in a full 30 day cycle passes without payment would then cancel a promotion in the account. The terms and conditions by pm notwithstanding.....


I think the key difference is that when AutoPay fails due to a system failure, AutoPay technically has not been interrupted by the use, i.e. they have not selected to disable it.

 

Interesting if you say that you have used the Lost/Stolen feature with a bonus tied to having AutoPay and this did NOT cause your feature to be lost. What feature do you (or you bf) have tied to AutoPay?

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@pm-smayer97 

       You may have misunderstood....it was his loss of the autopay reward by using the lost/stolen feature that eventually got a fix for the loss of rewards when using that feature. His promo is now finished but it was never affected despite suspending his account numerous times including at least once a month through out his six month promotion.

      Telus used to have a good loyalty/retention department it was their last offer of signing me on a contract and charging me twice the price for a replacement flip phone when i asked for an account credit that drove me to public mobile......they are out $500, I've saved about $800 with my two accounts I've switched and now I'm free........so I'm happy they gave me zero loyalty for 20 years as a customer!

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@darliciousI see. Interesting. When sing the Lost/stolen feature was that applied to go beyond the renewal date? Also, can you explain more what what would go wrong and what was fixed?

 

How long ago did you leave Telus?

Highlighted
Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@pm-smayer97 

I have used the lost/stolen feature for no longer than a few days and it was never used thru the renewal process. Up until the fix they did to the rewards ( of which there were several tweeks they were doing) of which one of the fixes to come out of it was no longer having your rewards not apply upon renewal in your account. These allowed the lost/stolen feature to be used again as a trouble shooting technique and not tie up moderator time having to manually apply rewards. The idea behind not applying rewards when suspended  is not to deny the rewards to the customer but not allow them to for use to pay an outstanding payment due to a month long suspension. (or longer) My take on this was you could still earn rewards while suspended (if you were on vacation) but you had to pay for your service with "real" money to reactivate and your accumulated rewards would then be applied the following renewal so a doubled autopay, doubled loyalty etc....

 

I left telus at the end of August last year.....

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

I had auto renew issue recently, it doesnt auto made payment, and suspended my service. 

I had to manual pay it and it works after that.   So there is bug still... 

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@darliciousthanks for the extra info on the fix. My use of Lost/Stolen feature on up to 12 accounts has mostly be over renewal periods so never encountered what you describe but have read about. Nice to see that addressed. I had never heard of double payment of rewards in any context so not sure if that is prevelant (hard to get someone to reveal if they are getting double rewards 😉  ).

 

I still have an outstanding issue with the AutoPay reward. Based on current written policy, it should still apply when someone reactivates their account after turn off the Lost/Stolen feature, if AutoPay is still registered. But after turnign off Lost/Stolen setting, the account does NOT trigger AutoPay. But strangely, IF/WHEN you add even $1 manually...then AutoPay DOES trigger. As such, the AutoPay Reward SHOULD be paid out...but alas it does not.

 

So there are two problems with that... one, at the very least that AutoRenewal should occur when re-activating a Lost/Stolen account if AutoPay is registered, and second, that since AutoPay is still registered, the Reward should be applied (it actually is registered as earned in the Rewards section but simply is not applied). Not sure if these will ever get addressed.

 

As for Telus, my last major experience predates yours. Sorry for your experience. If this truly represents a shift in their customer service, that would be a sad day, as I have always valued the excellent service I have received in the past 20 years too.

 

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@MoreYummy wrote:

I had auto renew issue recently, it doesnt auto made payment, and suspended my service. 

I had to manual pay it and it works after that.   So there is bug still... 


Too bad...I thought this bug was fixed.

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Great Neighbour / Super Voisin

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Ipaid my bill 2x a d still did not add on my data

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Town Hero / Héro de la Ville

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@Jaelle an add on is a two step process. One you add the funds to your account which sounds like you have done this now. 

 

2. you need to go to the add on section choose the add on then click purchase add on at the bottom. 

 

Screenshot_20200604_101825_com.android.chrome.jpg

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@pm-smayer97 

I see what you are saying and that is not how it should work....(yes but no)....as it was explained to me ( im trying to remember if this was explained to me privately or publicly.) If I understand it correctly....once you unsuspend (before or after you add the funds?)the autopay is enabled but the reward is not added but if you then manually add $1 it triggers the $2 reward to appear in the rewards section and be applied upon the next renewal. However the $2 reward should automatically appear and payment of the plan should trigger a second $2 autopay reward to appear (like at activation where the first renewal receives $4 in autopay rewards)and the $4 is applied on the following renewal. What happens with other rewards on these accounts in this situation?