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

[RetiredGuy1]

@Wolfcore 

At the risk of getting this moved to the Lounge, can I at least just say “Clap for the Wolfman - you gonna dig him till the day you die”

Seriously though, all valid points and I would just add the Standing Committee on Industry and Technology is another good outlet. Politicians love to grill CEOs by flexing their political authority while, at the same time, advancing arguments that have been provided to them to argue with in the first place. 

Also, your earlier post comparing $29 plans will likely be a contributing factor to the number of people who fall in that price range that will be putting PM in their rear-view mirror.

[hTideGnow]

---

@HALIMACS wrote:

Many users on this thread seem to have expressed that they declined public mobiles objection.

I wonder if Public Mobile stepped it up a notch and provided the CCTS with additional relevant information upon which to make a differing determination.

---

HI @HALIMACS this is normal how these complaints work.  Those agencies usually won't not reject the complaints  right away.  They will accept it and let both sides has another chance to work out something or reconfirm their position.  If you are lucky, they will let it drag on couple rounds before they reject it

here, the idea is clear, the lost of rewards saving is not a price hike , so PM has the legal reason to make rewards change

tha's also how many businesses get around.  They will offer you some plan and throw in free staff.  One day, they will say the free staff (features) no longer free and they need to charge you for that.  Again, this is not a change to the plan they originally offer , so, they can do it with legal ground

[Wolfcore]

Yeah, the point of writing to CCTS was not about winning on that front; that was never going to happen. The point of contacting CCTS was simply to have our voices be heard. It's really one of the only outlets we have besides outright canceling. At the end of the day, Telus pays the bills of CCTS; they're the ones funding them. CCTS will never bite the hand that feeds them to any severe degree. They'll give the consumers some tiny wins once in a while (just to keep the act going), but would never let them win to a degree as large as this rewards program.

The CCTS route was/is about letting them know how many people are actually upset by this, creating a bit of public noise based on the amount of complaints, hopefully attracting some media attention, attacking their reputation/credibility, and in the end, hopefully convincing them to do the right thing and reverse course, thus repairing their reputation and satisfying customers. Sadly, this is what you have to go through in countries like Canada, where telecoms control the country, and don't allow for real competition. 

Now we just gotta wait and see if they'll do what's right. If not, I suspect a bit of a mass exodus ensuing, especially once people get those first credit card statements with the increased charges.

[RetiredGuy1]

@kb_mv L Looking back at todays posts it was 2 hours between your post noting the new plans were out and mine noting the 4G 4GB plan had not only increased in cost but was still new activations only

[hTideGnow]

thanks @RetiredGuy1 for sharing the news

yes, this is expected, just many here unrealistically thought their dream will come true.   

" As your complaint pertains to PSP making changes to their reward program, "  They basically confirmed and agreed that rewards program change , although affect price, is not a true price change, they have no control over that.  

[RetiredGuy1]

@kb_mv  I think we both must be missing something as I noticed that too! $200? Insane!

[kb_mv]

---

@RetiredGuy1 wrote:

@Luddite 

Well, ideally PM would offer an annual plan which matches FM’s $149 4G 30GB annual plan which works out to about $14 a month (tax in) for 2.5 GB a month. Of course, we both know thats not going to happen. What would have been more realistic for me to at least consider staying would have been the 4G 4GB plan when it was $24 monthly (effectively $22 after consideration of the points) AND if it was available to me as an existing customer, which its not.

Of course, if you have a personal connection with Darren E. then feel free to DM me anytime within the next 6 weeks 😂

---

@RetiredGuy1 When the $26 plan came out and I posted it as new, I could have sworn it was available for everyone. I wonder how long that lasted?

[RetiredGuy1]

@Luddite 

Well, ideally PM would offer an annual plan which matches FM’s $149 4G 30GB annual plan which works out to about $14 a month (tax in) for 2.5 GB a month. Of course, we both know thats not going to happen. What would have been more realistic for me to at least consider staying would have been the 4G 4GB plan when it was $24 monthly (effectively $22 after consideration of the points) AND if it was available to me as an existing customer, which its not.

Of course, if you have a personal connection with Darren E. then feel free to DM me anytime within the next 6 weeks 😂

[dabr]

@RetiredGuy1    Unfortunate decision but, yep, hardly surprising either. 

Just a reminder to everyone porting out over the next few weeks/months to contact support and have any payment card removed from the account before it becomes inactive as PM/Telus doesn't permit us to remove it ourselves. 

[kb_mv]

---

@RetiredGuy1 wrote:

---

Agreed and this article helps put the subject matter into perspective:

https://cansumer.ca/canada-phone-plan-pricing/#comparison

---

@RetiredGuy1 It's interesting that the article (last August) claims the average cost of a cell plan in Canada for 10-49GB of data is $205.78! I have 50GB Can-US for $34 I was on a 75GB Can-US for $40. Who pays $200? I don't see any of the totals in the article as being close to any prices I see from any of the providers. Am I missing something?

[Luddite]

@RetiredGuy1 "At the same time, there is still a few weeks to keep an eye on what might become available"

What would be the ideal plan and price for you to stay?

[RetiredGuy1]

@HALIMACS 

Just to ensure we’re on the same page - the CCTS did accept my complaint based on how I chose to word it. The email I received today is the one everybody whose complaint was accepted has been waiting for. If I’m not understanding what you’re saying, I apologize for any confusion. 

[RetiredGuy1]

---

@Luddite wrote:

Soooo, the only cure is to jump ship. It's a reasonable answer to the aggravation Telus' has caused the $ rewards customers, but only if the cost is acceptable and you've spent all your points. In exploring alternatives be sure to confirm your number can be ported, and if there are any account activation/SIM fees. 
Happy hunting. 

---

@Luddite  I don’t disagree with what you’re saying but I only stated I was disappointed. I’m still undecided on what I will do come May. I’m leaning towards Freedom but I have some concerns with coverage so I need to do more research before I consider jumping ship (in that direction at least). At the same time, there is still a few weeks to keep an eye on what might become available.

[RetiredGuy1]

---

@jimbobs2023 wrote:

---

@G_Pomzz wrote:

@Yatti4201 said;   We pay the higest telco costs in the world for a reason. 

More fake news... There are at least 21 countries with higher average cost than Canada. 

---

Splitting hairs? Canada is by far the most expensive country for mobile services among comparable countries.

---

@jimbobs2023 

Agreed and this article helps put the subject matter into perspective:

https://cansumer.ca/canada-phone-plan-pricing/#comparison

[HALIMACS]

@RetiredGuy1 

I would submit the reason may be because they treat each and every complaint on the merits of the individual complaint itself.

So, if a customer is approaching them calling it a billing issue, they may proceed, but if they are contacting them with a preponderance of information regarding reward programs, they may not.

So users probably have to be very selective and creative in their wording to get their attention.

[Luddite]

Soooo, the only cure is to jump ship. It's a reasonable answer to the aggravation Telus' has caused the $ rewards customers, but only if the cost is acceptable and you've spent all your points. In exploring alternatives be sure to confirm your number can be ported, and if there are any account activation/SIM fees. 
Happy hunting. 

[jimbobs2023]

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.

[RetiredGuy1]

@HALIMACS 

Interesting indeed. The CCTS emailed me previously that they accepted my complaint and would notify PM. PM responded to the CCTS (and myself) stating they objected to my complaint on a procedural basis (Section 4.3 of the CCTS Procedural Code). Now, CCTS is stating they’ve reviewed the matter and is siding with PM. I don’t see how the CCTS decision wouldn’t be consistent in all cases?

[Matty1234]

After reviewing the complaint and objection, we are rejecting the objection. The complaint remains open for the reasons explained below.

The deadline for Public Mobile to respond is April 29, 2024. Future communications should be directed to the CCTS 

The Objection 

Public Mobile has objected to the customer's complaint further to section 4.3 of the CCTS Procedural Code on the basis that the customer's complaint relates to an upcoming change to their existing rewards program. Public Mobile's objection states that the upcoming change was announced to their customers with a notice sent 30 days before the upcoming change. To demonstrate their position, Public Mobile provided the CCTS with screen captures of the notice sent to their customers.

Our Assessment 
 
We examined the customer's complaint and Public Mobile's objection to the complaint.
 
Section 4.3 of the CCTS Procedural Code states that The Commissioner may not direct or require a Participating Service Provider to change any of their policies or practices. Additionally, pricing of products or services fall outside the Commissioner’s scope. As your complaint pertains to an increase to your billed charges and a change to your contract, the CCTS confirms that your complaint falls within the scope of the CCTS.
 
The CCTS cannot accept objections that are based on the merits of the complaint, and such objections will be rejected. A “merit-based objection” is an objection in which the PSP asserts that the complaint should not be accepted by the CCTS because the PSP is allowed to do the action that the customer complained about.
 
Additionally, The CCTS does not consider the following matters as “pricing of products and service”: billing disputes, contract disputes or changes, price changes, additional charges, and removal of promotional discounts.  For this reason, we are rejecting the objection as your complaint meets the requirement set out by the procedural code.
 

[Matty1234]

I got an email today that they declined PM's objectio, I posted it twice but seems to be deleted twice 

[JohnEleven]

Good question, I'm in the same situation. Did you Get an answer?

[HALIMACS]

@RetiredGuy1 

that is interesting…🤔 

Many users on this thread seem to have expressed that they declined public mobiles objection.

I wonder if Public Mobile stepped it up a notch and provided the CCTS with additional relevant information upon which to make a differing determination.

[RetiredGuy1]

---

@TheDre wrote:

My CCTS complaint was accepted on the 5th. The next day, PM tried to object and CCTS rejected the objection. I'm waiting to see what happens next.

---

I just received an email from the CCTS. The relevant excerpts follow:

Pursuant to Section 6.8 of our Procedural Code, we have considered Public Mobile’s objection. After a full review of the complaint, we are accepting the objection for reasons explained below. 

The Objection

The customer filed their complaint as Public Mobile has provided notice of an upcoming change to the existing rewards program. As per Public Mobile Service Terms, the services offered may be changed at any time with 30 days’ notice provided.

Our Assessment

The Commissioner may not direct or require a Participating Service Provider to change any of their policies or practices.  As your complaint pertains to PSP making changes to their reward program, we are unable to proceed with your complaint and are proceeding to accept your provider’s objection.

Conclusion

In light of our assessment of the complaint and Public Mobile’s objection, we have concluded that the complaint does not meet the requirements of the Procedural Code; falls outside of the scope of our mandate.

Therefore, we have proceeded to close the complaint further to section 4.3 of our Procedural Code.

——————————

So, there you have it. As for me - am I disappointed? Yes. Am I surprised? No.

[SeniorCitizen]

---

@Wolfcore wrote:

What a crazy change. Now they're practically begging people to avoid PM. Everybody elses $29 plans are 20+ gigs.

Freedom = $29/20GB + US Talk
Lucky =$29/25GB 
Fizz = $29/20GB (without voicemail, or $30 with)
Pc Mobile = $29/28GB (25GB after 6 months)
Chatr = $29/30GB (+500MB with autopay)

Then we have PM, basically all the way at the bottom of the budget brands:

Public Mobile = $29/10GB

---

I wonder if this also covers hikes due to changes of loyalty programs?

[maurelle]

---

@EdN wrote:

$29 plan was 20gb, now 10gb.

---

It says so in my screen shot.

Take it up with Public Mobile who seems to do their very best to be as unatractive to lower use customers as possible.

[Wolfcore]

What a crazy change. Now they're practically begging people to avoid PM. Everybody elses $29 plans are 20+ gigs.

Freedom = $29/20GB + US Talk
Lucky =$29/25GB 
Fizz = $29/20GB (without voicemail, or $30 with)
Pc Mobile = $29/28GB (25GB after 6 months)
Chatr = $29/30GB (+500MB with autopay)

Then we have PM, basically all the way at the bottom of the budget brands:

Public Mobile = $29/10GB

[jimbobs2023]

---

@G_Pomzz wrote:

@Yatti4201 said;   We pay the higest telco costs in the world for a reason. 

More fake news... There are at least 21 countries with higher average cost than Canada. 

---

Splitting hairs? Canada is by far the most expensive country for mobile services among comparable countries.

[Grinch]

---

@Public_Cust_17 wrote:

@Grinch   here's an independent review I found regarding them. It's comparing 5G but should give you an idea about the company.. https://mobilesyrup.com/2023/10/26/testing-freedom-mobile-5g-network-canada/

---

Thank you. Looks like the review I was looking at excluded 4G and 3G. I was thinking of using as a land line only. So it would not be accessing different networks. . 

[G_Pomzz]

@Yatti4201 said;   We pay the higest telco costs in the world for a reason. 

More fake news... There are at least 21 countries with higher average cost than Canada.

 

[EdN]

$29 plan was 20gb, now 10gb.