@jimbobs2023 wrote:
PM's objection to my complaint was refused.
Between CCTS mandate, the wording of the customer complaint to the CCTS and PM's response to that, there are plenty of loopholes, some to the customer's advantage, some to PM's advantage. Without looking at all of the documentation involved, it's difficult to make generalisms. In my complaint, I emphasized, repeatedly, the dramatic price increase I'd face as well as the lack of detail provided for my situation. In particular, PM has never provided an explanation of how many reward points I'll receive on May and how many I'll receive monthly, if I stay on my current plan (I have an idea about both but they've never said).
It also occurs to me that the removal of the automatic rewards is something that PM has ignored and downplayed. For many, that's a huge benefit. Having to check your account on a monthly basis and then manually select a benefit for a subsequent billing period is a significant inconvenience.
It's just a game, that's for sure @jimbobs2023
There's no doubt that Public Mobile (probably TELUS) staff tasked with fielding and responding to the CCTS may be involved in informal consultations with them re process and messaging. ( i was routinely in contact with the Regulator whom regulated the corporation i worked for - my role was specifically to receive, investigate, collaborate, and issue responses detailing the company's position to customer disputes put forth to the Regulator ).
Full disclosure, not a telecommunications company.
We routinely had to wear different hats depending on whom we were dealing with. The regulator's fully know their role is to act as a quasi-judicial body to balance the needs of customers with the customer base and the company they are regulating. It always got dicey when elected officials entered the arena ...
Still - there were many cases lost, however much more are ruled in favor of the company.
In the case of this dispute, I'd be shocked if CCTS were to rule against PM. (but pleasantly surprised - as would several folks in our circle of users) Simply put, I don't feel the CCTS has the jurisdiction to force continuation of the legacy rewards program.
But they'll play the game, give customers an avenue - a voice - the time of day, as if to suggest there's some hope.
At the end of the day, whether the company wins or loses, they will always find another way to make up the difference.
The choice it's customer base needs to make is which provider is the lesser of all evils.
