3-month discounts never applied

[CACR]

Is anyone else having issues with the 3-month subscription discount never being applied to their account?  I signed up in July which was a complete nightmare.  I figured the mess out myself and then spent a ridiculous amount of time trying to be credited for the overcharges.  I renewed at the beginning of October and once again no discount so I was charged $195 instead of $150 which would have been the 3-month rate.  It seems like the agents are being deliberately obtuse - I was overcharged $45 and after a series of messages (5) I was giving a $6 credit for my next bill... 

[will13am]

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@hTideGnow wrote:

hi @will13am 

but you are an Oracle!! you have special support don't you?lol

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@hTideGnow , what gave you that idea?  I have access to the same support that everyone gets.  If you are wondering about my payment issue, it was due to the transition in the reward issuance from 3x to 1x every 30 days for 90 day plans.  I think some members mentioned this issue in the community.  I was caught out and short changed rewards and have not been able to get it corrected.    

I recognize this thread is about OP's issue not mine.  I brought up my issue as an example of the challenges with getting support to make proper payment corrections which is the case here.  

[will13am]

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@CACR wrote:

@will13am Oooh good idea - the renewal on Jan. 4 says $198.45

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@CACR , if you are in AB with 5% PST, the pretax price is $189.  Is that correct?  Yeah that is definitely a pricing error.  This is the first time anyone has mentioned such an error in the community.  I have 90 day plans, not the one you have but all of them have the proper pricing.  I checked it carefully after taking on the plan.  

[CACR]

@computergeek541 It would seem to be an error in the back end since I do have 3 months of data...  thank you for the response.

[hTideGnow]

hi @will13am 

but you are an Oracle!! you have special support don't you?lol

[CACR]

@will13am Oooh good idea - the renewal on Jan. 4 says $198.45

[computergeek541]

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@CACR wrote:

Is anyone else having issues with the 3-month subscription discount never being applied to their account?  I signed up in July which was a complete nightmare.  I figured the mess out myself and then spent a ridiculous amount of time trying to be credited for the overcharges.  I renewed at the beginning of October and once again no discount so I was charged $195 instead of $150 which would have been the 3-month rate.  It seems like the agents are being deliberately obtuse - I was overcharged $45 and after a series of messages (5) I was giving a $6 credit for my next bill... 

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Despite how is is displayed on the plan page, this isn't actually a discount. The plan itself is actually $150.    It's not actually a matter of the system that is supposed to be issue a discount credit.  The prce of the plan is differtent.  $195 beng charged over 90 days means that either The $$65 30-day plan was chosen by mistake or that Public Mobile has incorrectly programed the price as $195 instead of $150.  I haven't heard of any such price error until now.

[will13am]

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@CACR wrote:

@will13am thanks - I'm attempting to get a manager involved.  

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Good luck, I hope you get a good outcome.  I was not so lucky myself when my reward discrepancy went up the line.  

[will13am]

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@CACR wrote:

@softech The reason I posted is that this has now happened twice and when I reach out to support it's like they are trying to not understand the issue.  Then they offer some negligible credit (in this case $6).  I've sent a new ticket asking for a manager to review the issue.  I just don't want to go through this much hassle every time I renew so I perhaps Public Mobile just isn't going to work out for me...

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Indulge us for a minute, can you look at the payment tab and see what the charges say for the next renewal?  Is it showing the cost for 90 days is $195?  If that is what you see in the payments tab, then there is definitely a pricing error.  

[softech]

@CACR 

it is an odd case and first time we heard of it.  But yes, provide them screenshot showing they charged you the original 30 days price x 3 and ask them to escalate the issue

[CACR]

@will13am thanks - I'm attempting to get a manager involved.  

[CACR]

@softech The reason I posted is that this has now happened twice and when I reach out to support it's like they are trying to not understand the issue.  Then they offer some negligible credit (in this case $6).  I've sent a new ticket asking for a manager to review the issue.  I just don't want to go through this much hassle every time I renew so I perhaps Public Mobile just isn't going to work out for me...

[will13am]

@CACR , please check the payment tab and see if the numbers there are indicative of a proper discount being applied for taking a 90 day plan.  Perhaps there is a glitch with your account.  If there is, perhaps one way to resolve it is to re-add the plan to the account until the renewal charges show correctly.  As for chasing support to correct charges, they do seem to be rather difficult these days in crediting for errors.  If getting the proper credit proves too challenging, put in a CCTS complaint.  Make sure to keep interactions with support as evidence.  

[softech]

@CACR that was odd

So, you have the 60Gb plan for $150 for 90 days? The system did add you 180 GB into your account during plan change but charged you $195+tax instead of $150+tax? you already opened ticket with Support? What did they say?

[CACR]

@softech Thanks for the reply but this is not a points or rewards issue.  The posted cost of the plan was not what I was charged.  The offer was $65/month or $50 with a 90-day subscription.  I signed up for a 90-day subscription and was charged the one-month rate (which is $45 more than I expected).

[softech]

@CACR 

did you get one month of discount when you changed to 90 days? or support  gave you the 1 month discount back already?   If so, it is correct PM gave you 1x the reward when you first change from a 30 days cycle to 90 days

Remember, rewards are earned at the end of a plan cycle.  PM will credit rewards to your account on the last day of the plan cycle.  These rewards will then be used towards your renewal on the following day.

Since you are moving from a 30 days cycle, you have only earned one month worth of rewards, and the 1 month worth of rewards will therefore be applied on your new renewal, in this case, the plan change for your 90 days.    

After you changed to the 90 days plan, you will be receiving the rewards as follow:

• sometime during the 90 days plan cycle, you will get $6 Autopay in one payment
• every 30 days, PM will credit you the loyal rewards, friend referrals rewards and Community rewards, ie, you will get 3 separate payments in the next 90 days

[JRod]

@CACR 

I would keep on them and ask for this issue to be escalated and speak to a higher up agent. There is no reason you should be paying more than $157.50 ($150 + 5% sales tax) for your current plan. 

They are the only ones who can see what is going on during renewal on your account so they have to be the ones to solve this for you.

Please click this link below to message customer service:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

[CACR]

@JRod  Thank you.  I have had many interactions with customer services they credited $6 toward my next bill.  I'm not sure why I select a plan and then the 3-month pricing is never applied to my account.  I'm in Alberta so the tax is very low. 

[JRod]

@CACR 

No, the $150 + taxes up front price is what you should be paying. Then for being a subscriber you earn 5% of your monthly bill cost back as points which can then be redeemed for bill credit. So I think the confusion was that when you spoke about a discount we assume you are referring to the points back you earn.

Clearly $195 is way more than $150 + taxes as even at 15% sales tax for the highest taxed provinces you should have only paid $172.50 if you didn’t redeem any of the points towards a bill credit. So something clearly isn’t right here.

Please reach out to support and have them investigate as we are only customers here on the forum so we cannot do anything account side for you.

Please click this link below to message customer service:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).

[CACR]

This is separate from points.  The plan was posted as $65 / month or $50 if you sign up for 3 months... I was charged $195.  Are you saying you get a credit at the end of the billing cycle instead of the posted price?

[JRod]

@CACR 

The rewards are always paid out at the end of the cycle instead of at the beginning. So you would have received a sign up bonus of points at the beginning in July, and then received 3x points rewards  that can be used towards your next renewal.

But the thing about the points system is that the discount isn’t automatically applied. You have to manually redeem the points you earned for the bill credit (15 points redeem for a $15 bill credit). Whereas I believe with the old legacy system it is automatically applied. 

Also what province are you in? As keep in mind the $150 listed cost for the three months does not include taxes and the taxes are based on what province your number belongs to.

[hTideGnow]

HI @CACR 

you don't get full 3 months discount when you first switched to 90 days.  Here, you earned your rewards at the end of the cycle, from 30 days to 90 days plan , you earned one month and so PM only applies one month of the rewards discount

but if you changed in july, you should have got the other rewards in your account monthly, showing up as Available fund. Check the Payment history or post screenshots

if rewards really right,  please submit ticket with CS agent for further invstigation

       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437