Charged full cycle, my rewards were not applied

[Samrad]

Hello, what do I do if I was charged the total cost of my plan and my loyalty, refer a friend, and auto pay rewards were not applied/taken off my bill? 

[softech]

@Samrad login to My Account using Incognito mode and go to Payment history to confirm how the transaction for the renewal looks like 

https://myaccount.publicmobile.ca/en/account/payment/payment-history

If you don't mind, post is the transaction for this renewal a aas well as last"s month so we can compare 

Also, go to Rewards tab on My Account and check if your Rewards are showing in $ or points values to confirm if you are still in the legacy rewards system 

[BKNS27]

@Samrad 

Did you voluntarily switch from the Rewards system to the Points system?

I hope you didn’t because you can’t switch back.

[HALIMACS]

@Samrad 

this could be as a result of one of a few things:

• you renewed your plan early as opposed to allowing it to renew on the expiry date
• You suspended your plan and were away for a period before resuming it
• And one of the most common recent examples is you switched to the public points system which builds up points based on the plan value, referrals, and loyalty. It does not result in actual dollars off every cycle automatically.

[Handy1 · Accepted solution]

@Samrad  Did you happen to change plan immediately and not on renewal? Check your payment history in my account . If something is still wrong please message support to investigate 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click    

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