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

[Matty1234]

Overview
This report documents our findings for the following issues raised by the customer:
1. The customer’s complaint is that the service provider notifies or fails to notify the customer of a
substantial change to an agreement or terms which the customer considers to be a breach of an
existing agreement.
2. The customer’s complaint is that the service provider did not apply promised credit(s),
discount(s) or refund(s).
Summary of Findings
After analyzing the information and evidence from both parties, we determined that the service
provider reasonably performed its obligations towards the customer and found no fault in its handling of
the issues brought forth.
Analysis Details
Issue 1: The customer’s complaint is that the service provider notifies or fails to notify the
customer of a substantial change to an agreement or terms which the customer considers to be
a breach of an existing agreement.
• The customer disputes a change in the contract relating to a rewards program.
• We reviewed the Wireless Code and note that section D. Changes to Contracts, does not apply
to pre-paid service. As such, we rely on the service provider’s Terms of Service to determine the
provider’s obligations.
• We reviewed the Terms of Service and note that the provider can make changes to the
agreement without notice. Changes will be posted on the service provider’s website and come
into effect no less than 30 days after the notice is posted.
• We note that by continuing to make use of the service, including by “topping up” the pre-paid
balance after the change has been posted to the service provider’s website, the customer
accepts the updated Terms of Service.
• We note that information about the change was posted to the service provider’s website on
March 6, 2024, and that the change took effect on May 1, 2024, more than 30 days after the
post.

• As such, we have determined that the provider has met its obligations by providing notice of a
change on its website more than 30 days in advance of the change.
Issue 2: The customer’s complaint is that the service provider did not apply promised credit(s),
discount(s) or refund(s).
• The customer disputes a change in their monthly price plan as a result of the removal of
discounts associated with a rewards program.
• We reviewed the terms of the rewards program and note that the provider reserves the right to
make changes to the rewards program without notice and at its sole discretion.
• As the discounts referred to in the complaint are part of the rewards program, the removal of
such discounts is also at the discretion of the service provider.
• As such, we have determined that the provider did not fail in its obligations by removing the
discounts associated with the now-discontinued rewards program.

[hTideGnow]

thanks for reporting back @Matty1234 

what was the exact reply from there? do you mind to post ?

[Matty1234]

Got my notice from CCTS that they accepted that Public can change the program as its a prepaid plan, disappointed but I moved onto Fizz a few months ago so I've voted with my money. 

Good luck to everyone who is sticking with Public 

[Dorcas2]

I just ported out to another provider to get a lower price because of Public Mobile terminating the old rewards program. Goodbye.

[Noybit]

At the bottom of your mobile app, you will see a rewards tab
Click on this and you will see available rewards according to how many points you currently have.
Check out the catalogue and look for Bill Credits. 
You need At Least 15 points to be able to apply a $15 credit to your bill - Again, keep in mind you need a minimum of 15 points!

[Noybit]

I feel the same way!

[Noybit]

Did you end up finding a solution? I was getting $6 off per month before, now nothing.... I'm pretty pissed off 

[kaostream1]

I got notice of the rewards for my account, not sure how to tap into rewards?

[maurelle]

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@computergeek541 wrote:

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@Scamp wrote:

You can get a $23 plan for 6GB now on 4G

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Unfortunately, that is a targetted offer and is not available to all customers.

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I'm losing reference points with every line that is ported out, but, if you are primarily using the web version of My Account, it might be worthwhile double checking in the app. No guarantees, but, for us, it's been a couple of times now that the available plans in the app were different than the web version for the same account. YMMV.

[computergeek541]

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@Scamp wrote:

You can get a $23 plan for 6GB now on 4G

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Unfortunately, that is a targetted offer and is not available to all customers.

[Scamp]

You can get a $23 plan for 6GB now on 4G

[slusagm]

@Macleaner 

no going back. Everyone wants it but no.  We have to get used to the new norm, 5% in points and best way to save is bring in friends for referral rewards

[Macleaner]

I was Getting $4 a MONTH off My bill .. I would like for it to go back to the way it was.  I didn't sign up for this new Rewards way!!  

How do I go back ??

[slusagm]

id $29 is available for you, but you cannot change due to error, just ask PM to help.  Open ticket using the orange Chatbot icon on the lower right, type Submit ticket and then choose Contact us from the list and it will bring you ticket open screen 

[dudesbot]

Does PM not like customers anymore??

Serious question...

I've finally used up all my existing credits and go to see the only plan available lower than mine is the $29 now. The $19 is now gone and no $23 or anything. Out of curiosity, I tried the switch on renewal to the $29 and repeatedly got the message "Change failed - please try again", absolutely would not work on the app, but the more expensive ones worked without issue. I did get it to work on the website, but it's very suspicious. Seems like PM really doesn't want me to have any lower priced plan.

I've been an extremely loyal PM customer and am just really sad how it changed so much. I do not feel appreciated at all by PM anymore.

[computergeek541]

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@ger01 wrote:

I went from $94.08 (3 months ago) to just getting billed $133.28 under the new rewards program... I still fail to see how this rewards program is "better" as PM claimed... So disappointed. 

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The enhanced part of the points system has to do more with the fact that some add-ons can be purchased for less using points than it would normally cost with equivalent account balance amounts.

[ger01]

I went from $94.08 (3 months ago) to just getting billed $133.28 under the new rewards program... I still fail to see how this rewards program is "better" as PM claimed... So disappointed. 

[schen993]

Same here.

[computergeek541]

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@jhhead wrote:

I thought it would be to available to all since I saw it on my account and my wife's and did not get any targeted messaging. I'm actually on the $22 6GB 4G plan that was offered by text and my wife is currently on the $24 4GB 4G plan. 

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Text messaging isn't the only way that Public Mobile offers targeted offers. In the case of the plans shown in Self Serve, it's possible for different plans to be made availiable to different customers.

[jhhead]

I thought it would be to available to all since I saw it on my account and my wife's and did not get any targeted messaging. I'm actually on the $22 6GB 4G plan that was offered by text and my wife is currently on the $24 4GB 4G plan. 

[computergeek541]

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@jhhead wrote:

FYI: It looks like the $23 6GB 4G plan is now available in the online app for existing subscribers to switch to 🙌

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Public Mobile is not offering this plan to all existing customers.  At times, Public Mobile makes targetted plans to specific customers.

[jhhead]

FYI: It looks like the $23 6GB 4G plan is now available in the online app for existing subscribers to switch to 🙌

[Bleurgh]

I find it quite annoying that having been with public for 4, maybe 5 years, I don’t get the benefit of all of those anniversaries with the new points program. 
I’m fortunate that I’ve switched to a better plan but it feels like all my years of sticking with and promoting Public to others has just gone down the drain…..

[Yuan-zhu]

Not at all 😞

[Yuan-zhu]

Same here too :-((((

[Zheng-lvzz98]

Useful 

[Laddyboy]

My bill has doubled under this new plan. I'm definitely not happy about it.

[wingy]

How can that be They promised it would be better are you saying that Public mobile does not honor there promises

[keyboard]

Have been a Public customer for over 5 years. Lost alllll my so-called "loyalty" and referral discounts. My bill is almost DOUBLE what I was paying, overnight, just like that courtesy of this new Points plan. Whole family impacted. Terrible. How dare, Public. 

[Random_User]

I am not a big fan of this change. After using Public Mobile for many years and having loyalty discount each month + friend referral discount I am left with nothing. 1.something point each month is nothing comparing to what I used to have before. 

They gave me bonus internet data GB for mandatory switching to this new point system and that data disappeared sooner than its expiry date so I didn't even use that. Quite disappointed with this new point program... 😞