Changing Plan... Can't Use Rewards

[daredogg]

Hey Community... my payment is due today (17th) and I wanted to switch to 90 day billing, instead of the 30 days I'm on now. The plan with 90 days, provincial calling, global texting, and 3GB of data is $111. I have $7 in rewards, so I ended up topping up my account with $104. No problems with that. Now, when I go to make the plan change now, the system is requesting another $7, and won't let me proceed until I do so.

Since this is my first plan change since joining PM back in September, this was a new experience, and I must say, it's somewhat annoying that the system won't automatically apply my rewards. This should be automatic, and I shouldn't have to contact a moderator to manually process my plan change. I hope this will be fixed eventually, because I don't want to wait 90 days to use my rewards... I want to use them now. @Jeremy_M is this restriction something that might be resolved in future system updates?

I've already sent a private message to the moderators @Mary_M requesting the manual plan change, but I was really hoping I could of done everything myself (a.k.a. self-serve).

Anyone else experience this? It was @Rockdaddy22 who originally mentioned the idea about manually processing your renewal one day early before actual renewal date. This was to alleviate any issues with autopay. Should I just click the Future Plan Change button, knowing my account will process this evening?

[Rockdaddy22]

Glad Shaz was able to take care of you 🙂

[daredogg]

@will13am I know what you mean about the "pending bin". For my 2nd renewal in November, I monitored what happened with a renewal, and it appears that all the magic happens at midnight, where the rewards are converted to available funds, your credit card is charged the correct amount, and your next rewards are applied. But, as you said, those next rewards aren't converted to available funds until the next autopay payment. Since Shazia manually made my plan change, those rewards I earned ($6 autopay + $3 referral) are already in my account balance. It doesn't usually work that way.

[daredogg]

Alright, so the concensus seems to be that future dating a plan change would of worked fine, now that the plan change system glitch has been fixed. In my case, however, I had the pleasure of @Shazia_K manually fixing up my account by applying the reward credits and then changing my plan.

@stonechucker was wondering if it was too late to future date a plan change. My account renewal was the 18th, so I think it would of been fine since it's still the 17th. Either way, thanks to everyone for their input and to Shazia for making the adjustments. It's great to know that PM staff is readily available once again! 

[daredogg]

@ShawnC13 taxes were included when I made the one-time payment, so no, there's definitely enough funds in my account. It's asking for $7, but when system auto-adds taxes, it's $7.91.

It appears that future dating my plan change (which would happen tonight at midnight) is what I need to do for the rewards to be applied. I did ask the moderators to manually update my account, but they may tell me just to click the future plan change button. I'll report back when I hear from them.

Thanks everyone so far for your input! 

[ShawnC13]

@daredogg  Isn't the system correct by saying you don't have enoough funds though.  If your plan is $111 you have 7 in rewards so you added $104 aren't you still going to be short the taxes?  Could that be part of the issue?

[stonechucker · Accepted solution]

I agree that future-dating the plan change is the way to go, however, I am not sure if you will be able to do this, at this time, as it seems your plan is already about to renew.

If it goes through for you without adding anymore funds, you've done everything right.  If it doesn't, I would suggest the proper order of things would have been to select the new plan, future date the change (the button on the right), and then add funds to your account to roll over with auto-pay.

There's a really good chance that you're going to be ok on this.  Worst case, a moderator can help you get the 90 day setup as you've already added the required funds.

Welcome to the community!

[will13am]

I noticed that in the account, rewards are treated like cash in a "pending" bin.  The available funds in the account and rewards are kept separate.  It is weird that immediately after activating the account and selecting auto pay in the process, the $6 reward was converted into available funds right away.  Along the way, I have picked up other rewards, but they have not been converted into available funds yet.  I have not been through a 90 day update cycle yet.  It will be interesting to watch the account and see how the remaining rewards convert to available funds to offset the next payment.  I wonder if the auto pay reward for the second 90 day stint will come in time to offset payment or does it carry over to the next payment.

@Rockdaddy22, since you are a long time user of this service, perhaps you can elaborate on this.

[Rockdaddy22]

Fortunately they've fixed those bugs 🙂 I would just future date it, should all be good tomorrow.