Upcoming Changes to our Old Rewards Program

[J_PM]

Hey Community,

We have an important announcement to share with our subscribers who are currently enrolled in our old Rewards program.

We’re making changes to our rewards program and are sharing how these changes impact some of our subscribers. Starting in May, we’ll be retiring our old Rewards program and moving all subscribers to our Public Points™ program. 

We launched the Public Points™ program in January 2022 to provide our subscribers with more ways to earn and spend rewards, with greater flexibility. As part of our commitment to continuously evolve our products and services, it's time to retire our old Rewards program and shift our focus on enhancing our Points program.

To show our appreciation for your continued loyalty, subscribers on our old Rewards program will receive a special thank you. We'll send you a text message when it has been added to your account by March 31st. 

We’re excited to continue providing you, our valued subscribers, more opportunities to earn and spend rewards with Public Points™ moving forward.

To learn more about your move to Public Points, check out our FAQ here.

The Public Mobile Team

[Dan13773]

As a long time customer I am very upset that PM is forcing us to the new public points system, while at the same time trying to pawn it off as better than the original points system. Giving us a "gift" of data that expires and that not everyone can use is a slap in the face.

Please everyone file a complaint with the CCTS (just search CCTS it'll be the first link that pops up.) If enough people file complaints PM may be forced to reverse their decision. 

"Back in 2018, when Public Mobile tried to increase the price of its $120/12GB 90-day plan, customers complained to the CCTS, filing over 1600 complaints in days, according to the later sharing details with iPhone in Canada. Telus ended up reversing the price increase."

[Salvo1]

 

[greymonkey]

The Rewards program is the reason I stayed with Public Mobile for so many years. I'm not sure why companies choose to punish their loyal customers, but I'm inclined to take myself and my referrals elsewhere.

[redbull]

1st post: Never had a reason to research competitors before. Way to make things more confusing and difficult for your longtime users PM.

[Stelawrat]

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@Dunkman wrote:

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@edeepm wrote:

@J_PMleft a bravo/thumbs up on my message complaining that @J_PM ignored my direct message? Is that supposed to be funny?

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From my interactions with J_PM on the oracle forum, I believe that her bravo was meant to acknowledge that she has read your post.  Not as a taunt.

From my understanding, Public mobile has decided not to comment on the announcement thread at the present time. Whatever is said on this thread has been passed up the chain.  Not sure when PM will respond.  

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Re: Bravoes left by @J_PM, or any community helper, I've always understood those to be an acknowledgement that the comment had been seen, or taken into account, or liked. I'm glad you cleared that up, although I was really surprised that anyone thought that it was a taunt. Everyone is just tired I guess. 

Also it's good to know that they're still monitoring our comments, suggestions etc.

For the record, this is what I want from the powers that be please. 

I want 1 point for each month that I've been with PM up to the transition date + I'm penalizing you 10 more. 

I want the $24 plan available to new activations only, to be available to me & others if necessary.

I want my $5 Quebec resident bonus applied to the $24 plan, that you will make available specifically to me.  

I want a small cottage by the river & providing you give me a good sized back yard, you can put a tower in it. 

Spoiler

Note I didn't say what kind of tower! 😛 

[HC9867]

Like many others, I am totally gross out by this announcement.  This is not how one should treat their loyal customers. Definitely will be on a lookout for better options out there. 😠

[Stelawrat]

Since the announcement, I tend to log in twice a day, morning & night. Tonight I've noticed a lot of people commenting for the first time. I know they're not new to PM, they've just never had much need to use this forum, as normally everything has gone smoothly.  

Because some are asking about alternative providers, at the risk of annoying those who've already seen it, I'm reposting the edited review which met PM's ToS, with a couple of modifications, otherwise a copy of the one previously posted. 

Depending on what happens with PM's $24 plan, if it’s made available to everyone, then I’ll probably stay, as I've never had problems with PM. I’ll take advantage of my March & April Legacy Rewards, while continuing to comparison shop, especially after the transition to Points Rewards begins in May.

Fizz Mobile seems to be the most comparable to PM, with respect to the plans offered, website navigation, ease of use & the community. To meet my own requirements, it’s the one I would migrate to, if necessary. 

Note: Don't forget to check the map coverage / tower locations local to you. 

For the most budget friendly service providers, I’ve looked at customer reviews from several sources, in addition to their own websites. I’ve looked at their plans, support features if any & website navigation.

Fido Mobile: Network & Owned by Rogers: complaints re: customer service & billing issues.

Fizz Mobile: Network: Vidéotron/Rogers / Owned by Québecor: good for internet, not as good for phones.

Freedom Mobile: Network: Freedom/Vidéotron / Owned by Québecor: complaints re: customer support & connectivity issues.

Koodo Mobile: Network & Owned by Telus: complaints re: customer support, billing & connectivity issues.

Lucky Mobile: Network & Owned by Bell: complaints: bad in general.

PC Mobile: Network: Bell / Owned by Loblaws/Bell: complaints re: customer service, billing & connectivity issues.

For those of you who have the time & patience to do more research, these are just a few of many sites available. I chose these because of their engagement with a wide demographic, allowing for a better picture overall.

BBB – Cansumer – cellphones.ca – Reddit – Trustpilot Reviews

[KimOChi]

For people who say they're moving... please please say where you're going to and which plan you're taking? I'd like to know so I can switch too. Thank you!

[KimOChi]

For people who say they're moving, can you please say where you're going to? And which plan you're taking? I'd like to know. Thank you!

[ShawnC13]

@Wolfcore and @edeepm you are over reading into that.   That is @J_PM way of acknowledging that they have read the post.  That is the way it works in our Oracle area as well.  This notifies us that they have read the message.  It isn't laughing at customers at all.

[Wolfcore]

It was amazing before Telus took over. It was a company that actually listened to their customers, and gave us something fresh. There was no other company like PM. Just felt like a real community. I recommended these guys to everyone I could. I can't even tell you how many conversations I had with people who'd say "public mobile? Ugh, their prices sound great, but I'm afraid about bad reception", and then I'd explain how they run on Telus towers, and they're no different than any of the big guys in that sense.

But yeah, add-ons didn't expire, it felt good to build towards something over time (loyalty rewards), community was tight knit and always helped each other out with problems, etc. Was just a unique experience that you'd never felt with any other telecom company before. 

[tanyaluke1]

This change is totally unfair.  Right now I get $6.00 off of my bill a month with the old rewards.  I get $2.00 off a month right now for having my bill go automatically on my visa, $1.00 off for 1 friend renewal and $3.00 off for being with PM for 3 years.  I always looked forward to the lower bill each month and now you are forcing me into the new reward program that Will Not give me a reward if $6.00 a month.  Not a wise choice fur Public Mobile to do to their long time, loyal customers.  I will be keeping my eyes open for a better plan elsewhere.  Very disappointed with PM.

[surj1]

This is totally wrong forcing loyal customers to unilaterally switch their  long earned rewards programs with credits that are superior to the new rewards programs. I along with others will be summitting a complaint to CCTS as Public Mobile had clearly stated (in the past) that exiting rewards members would stay on the original rewards program. Also if all fails I along with numerous others would be saying good bye to Public Mobile as there are better offers else where.

[Dunkman]

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@edeepm wrote:

@J_PMleft a bravo/thumbs up on my message complaining that @J_PM ignored my direct message? Is that supposed to be funny?

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From my interactions with J_PM on the oracle forum, I believe that her bravo was meant to acknowledge that she has read your post.  Not as a taunt.

From my understanding, Public mobile has decided not to comment on the announcement thread at the present time. Whatever is said on this thread has been passed up the chain.  Not sure when PM will respond.  

[Kydd]

How was the reception Before Telus took over?

[Wolfcore]

Been like this for a while now. Once Telus took over, it's been downhill since. Anything the benefits the consumer even slightly, is slowly being stripped away in favour of profits for the company.

[Dunkman]

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@Jp21 wrote:

Got the email about the free data add on that expires. That is not a perk when I am on an unlimited data plan? Also, since when do data add ons expire at PM?

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@Jp21 

Regular data add ons started having expiry dates (30 days) from spring 2023 (? May).  

According to PM, your unlimited data plan would still benefit from the data bonus add on.  If you go over your plan data allotment, you will not need to use unlimited "slow" throttled data, your data bonus add on should kick in and you should continue to have normal speed data. 

[Robbwell]

So the deal was that if we stay with PM, after one year we get $1 off and so on until $5 .... but when we achieve this, it is taken away. Like being good all your life to get to heaven only to fine the gate closed.

[orbomn]

Tell me you're improving my customer experience without telling me you're charging me more for the same entry-level account features...

[Jp21]

Got the email about the free data add on that expires. That is not a perk when I am on an unlimited data plan? Also, since when do data add ons expire at PM?

[dariovitale]

I clicked on the link you provided but it just redirects me to the long list of comments in PM's advisory post. Can you please give the link to officially file a complaint?

[dariovitale]

What is CCTS?

[dariovitale]

I have a old cell line under Pm thats with the old legacy points. I agree, this sucks. However Telus is really a good company to deal with as I have been part of the Telus family since the 90s when they were called Clearnet. I have 5 other cell lines where each line is $20 a month with CAN-US 50gb unlimited everything and $20 a month for house alarm since Im an old adt customer. 

[Nelsaur2]

I'm cancelling my line with Public Mobile if this actually goes through. There are way too many other options for me to stay.

[Jp21]

I like to use like to dislike ratio to analyse how satisfied people are with content.

In other news the announcement got 14 Bravos and there are ~1800 negative replies. 

[ridgeline]

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@edeepm wrote:

@J_PMleft a bravo/thumbs up on my message complaining that @J_PM ignored my direct message? Is that supposed to be funny?

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@J_PM also gave a bravo to my post about Public being silent for the past week and not responding to customer concerns.

[Wolfcore]

Wow, that's clear taunting if you ask me. Can't think of any other reason to do that. Crazy that an employee would do that when these customers are clearly upset about how they've been lied to by the company that employs them. Pretty disgusting behavior, but considering who they work for, I guess it makes sense.

[Wolfcore]

If that's true, it's ridiculous. These people have no shame. Imagine an employee laughing at customers who've been blatantly lied to and gaslit by the multibillion dollar company that employs them.

[PumpkinBook]

Hello.

As per the rules of the CCTS, I must reach out to you and inform you that I do not agree with your decision to get rid of the old rewards program.

The reason I disagree is because I had a very affordable plan that met my usage needs, not just due to the overall price, but due to the loyalty and referrals I have done through the years. My willingness to recommend Public Mobile was due to the affordability I earned myself through usage of the old rewards program. Similar to others, I started with a cheaper, $120 per 3 months plan, but as my rewards increased through the years, I decided to upgrade to a more expensive $34 per month plan. From the start, older customers like myself were assured that our prices would be honoured, and we would have the ability to retain our plans. Part of the plan to me was the rewards attached to it. Even when the new rewards system came out, we were assured that we could keep our plan with the old system.

This change is predatory, as it results in less savings under the guise of it being more “flexible”. Public Mobile’s words exactly are: “We launched the Public Points™ program in January 2022 to provide our subscribers with more ways to earn and spend rewards, with greater flexibility”. Please tell me in what way forcing me to use this new points system, which are accrued at a lower rate than my current rewards, is more flexible? The pinnacle of flexibility to me is being able to use the savings that I’ve been earning on my phone bill with the old program as I see fit, not being forced into a rewards program that gives me less, for more spent.

To add to all this, I have an email from January 22, 2022, explicitly stating that "Joining Public Points is optional for all existing customers".

Please accept this as my official complaint.

cc: @J_PM @CS_Agent @PumpkinBook