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

[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]

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@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]

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@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

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

[maurelle]

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@EdN wrote:

$29 plan was 20gb, now 10gb.

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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]

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@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]

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@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/

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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.

[SeniorCitizen]

Ah,,,,ok makes sense. 
So I guess “some” will have to wait up to 1-3 months for the switch over.  

[Yatti4201]

True the changeover will probably turn off all those discounts. So May.. I'll just leave at the end of the month and cancel PM. 

[maurelle]

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@Yatti4201 wrote:

Is this going to be honoured? Or should I expect a surprise bill? I think they said the switchover is May? 

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I think they are vague on purpose about that May timeline. There is a chance that they are moving accounts in batches.

All bets are off. I personally would count on paying full plan cost (specially if you pay by voucher...) but take the last $$ rewards if they are still applied to available funds on May 3.

[maurelle]

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@SeniorCitizen wrote:

Help me!

Isn’t the max for loyalty $5?
And the max for subscription $2?

---

looks like that person is switching from a 90day plan?

[HALIMACS]

@SeniorCitizen 

If you are on a 90 day plan, you will see them x3.

[SeniorCitizen]

Help me!

Isn’t the max for loyalty $5?
And the max for subscription $2?

[maurelle]

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@SeniorCitizen wrote:

I too, over the next period of time, will be looking for alternative plans for my 3 accounts. Calling out PM in some cases is pointless but I remain totally appalled at their unsavoury upcoming change and I have lost any reason to remain loyal. Disrespect me and I will reciprocate and that expands to include Telus services as well. 

But what I don’t understand why any one would go to Freedom Mobile. 
Here is what Whistleout says about coverage. 
The Freedom Mobile coverage map reaches 33% of Canadians, with 31% receiving 5G service. That’s much smaller than their competitors in the Big Three: Bell and Telus’ respective networks reach 99% of the population, while Rogers’ is available to 97%. If you live in a rural area of the country, there’s a good chance Freedom Mobile service isn’t available: the Freedom network is concentrated in urban areas, especially along the southern border.

And I have seen similar postings as well about their coverage. And have seen other prepaid plans showing a $50 upfront charge. I don’t see why anyone that applies online should pay $50….maybe at a storefront, but not online self serve. 

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Valid points if you are living in an area that isn't in Freedom's native coverage (rural Canada, Atlantic provinces...)

But the people that I've been moving to Freedom spend 95% of their cell phone usage in native coverage. For most of them Freedom is more reliable than Public Mobile, since the Telus network quality has dropped considerably over the past four years or so in some areas (compared with same phone in exactly the same spot at nearly the same time). When they are traveling, their phones are flawlessly switching to Nationwide = roaming on Rogers or Bell.

[Yatti4201]

Is this going to be honoured? Or should I expect a surprise bill? I think they said the switchover is May? 

[RetiredGuy1]

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@NoseyNick1 wrote:

> New plans out. A $29/10GB and $26/4GB.

With PM, or other?

Anything for the bargain-basement "very few calls, very few texts, very little data, sub-$10/mo" target market?

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@NoseyNick1  - I’m in the same boat but its become obvious we’re not PMs target for customers. The 4G 4GB plan not only increased from $24 to $26 but its STILL the only plan for new activations only (the ONLY plan with that restriction)!

[maurelle]

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@kb_mv wrote:

New plans out. A $29/10GB and $26/4GB.

Edit: I don't recall if the $29 plan was/is the same as before.

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This is what I see on all the remaining accounts I help manage (in BC):

[Gimli007]

2 things.

1.  CCTS complaint objection by PM was rejected by CCTS today... the process is working....

2.  Perhaps PM should consider rephrasing the "why chose PM" page on their website given this announcement.

[NoseyNick1]

> New plans out. A $29/10GB and $26/4GB.

With PM, or other?

Anything for the bargain-basement "very few calls, very few texts, very little data, sub-$10/mo" target market?

[Yatti4201]

Not giving your money to the big 3 is a good thing. We pay the higest telco costs in the world for a reason. If you just need 4G and base data then I can likely make do with the pre-paid Freedom Mobile yearly plans. 

[Wolfcore]

Yeah, PM is going to have trouble competing with the loss of the legacy rewards. Just no reason to stay anymore when you can get better features for an identical cost, if not cheaper. Also, just to note, that $29/28GB plan drops down to $29/25GB after 6 months. Even still, after 6 months, it's still better than PM's 🤣