Missing 2GB Promo on 25 CAD Plan

[trunghieuhuynh]

Hi there, 

I activated my Sim card in Sept 2022 and received a Promotion of 2GB data monthly for 12 months. 

I have been using it ever since, and this month I cannot use that 2GB and the promotion disappeared from my account. 

I sent a ticket to an agent and he answered that the promotion ended in August 2022. I am not sure whether he was talking about another promotion or not. I checked my usage in the last 2 cycles (14 Feb - 14 March, and 15 March - 15 April), and I used 3GB each cycle without paying extra for add-ons. 

Anyone can help? I appreciate it!

[trunghieuhuynh]

thank you

Problem solved

[Dunkman]

@trunghieuhuynh 

Sometimes customer service agents make mistakes or not fully informed about past promos (especially if newer agent).  Did your plan become inactive at any point?  

According to terms:

Bonus data will expire if the account becomes inactive or the rate plan is changed. 

Respond to the CSA agent message

Link this announcement post:

https://productioncommunity.publicmobile.ca/t5/Announcements/FLASH-SALE-2GB-bonus-for-12-months-25-p...

And explain that you should be getting the 2GB data add on monthly until September this year.  

Sometimes further clarification and discussion with CSA is needed to resolve the issue

[trunghieuhuynh]

Thank you! I will

[hairbag1 · Accepted solution]

@trunghieuhuynh 

try asking the CSA to correct it again. Ask for your issue to be escalated if you get no satisfaction.