Missing refer a friend discount

[Gilgamesh]

Approximately three to four months ago I used my refer a friend code to set up two accounts (for my kids) but I've never received the discount. Can support look into this please.

[Gilgamesh]

Well, it took a bit of work but I finally got the discount applied to my account.

The CS agent really didn't want to send me to his supervisor, but I kept pushing that I no longer wanted to speak to him and only wanted to speak to a supervisor.

Once a supervisor responded to me, he immediately applied the discount to my account.

Thanks to everyone for their help.

[fujiyama]

Good luck with the supervisor.

(knock on wood you won't need to do this, but...)

If that doesn't work out... start a brand new support ticket as if you are the actual account holder. They can't verify ID, all personal info within Self Serve can be fake info (which is a good security measure to take advantage of, btw). So if you manage anyone else's account, always initiate support as if you ARE the account holder/the “name on the account”.

As for the referral code bit: my take on it is because incentive for referers are greater, so they confirm with the referee side to make sure there's no funny business and new users aren't being taken advantage of. Also normally, you (the referer) had to have given your code to the referee for them to enter during sign-up. So support verifying with the person who just recently signed up using that code isn't that out of place.

EDIT: About the 2FA code needed for logging in to accounts, you have a choice to receive that via email or text message. Email might be more convenient when managing multiple accounts.

[darlicious]

@Gilgamesh 

If you search bonus referral code not applied in the search box and look at threads in the past year you will find plenty of them that had this glitch occur and the resolution was the code being applied often 6 months later so there's plenty of proof and precedence within the community to have the referral code applied.

[darlicious]

@Gilgamesh 

Yes start fresh. New day new outcome. Welcome to the community by the way we are always happy to help!

[Gilgamesh]

Thanks for the help.

I'll look into it. Probably tomorrow since I'm too frustrated to deal with it anymore today (plus the kids still aren't home from school anyway so I can't log into their accounts without their phones)

[darlicious]

@Gilgamesh 

I have run into this issue but managing another adult account versus a minor's account. I actually just finished moments ago getting the May RAF promotional bonus referral credits applied to my account and my referral's account who is a minor and who does not currently have a community account created for their self-serve account.

I manage many accounts I nearly all the time I just deal with all of them through my darlicious community account but I have run into the odd CSA who insists on the account holder contacting them through their community account and when that occurs I just log into that community account and pretend to be them so incredibly dumb but I do it.

Although it's usually only requested when it's one of the more serious account privacy and security issues like in the past changing the account pin number SIM card swaps or email changes. Not usually for the referral code.

And yes as I earlier recommended just start over it's not worth the argument and the time involved. I suggest this time start with a detailed private message explaining the situation. Inform the CSA that you are the parent of the account:s minors and just be straightforward with your information.  Give the CSA the referral code that was entered on each of the accounts, the date of the activations and if you received a welcome email or download it or printed or saved the activation transaction that you get at the very end of the activation after you see the 1234 number countdown also send them a copy of that if you have it.

Inquire about why the $10 bonus referral credit hasn't been applied and your points rewards or your $$ rewards and ask for them to be applied retroactively. If it's $$ referral rewards count back your renewals from after the activation until now as those will count as they are applied upon renewal.

So if you've had three renewals since the activation of your kids and if you used your referral code on both of the kids accounts it would be either 2 points or $2×3 months=6pts or $6. Points are also applied upon renewal but unlike $$ rewards you have to redeem them versus your plan amount being reduced upon renewal by the $$ amount of your rewards.

Unfortunately it does look like if the activation occurred at least 120 days ago you would have been too early for the bonus referral code promotion as that would put the activation around May 16th but it doesn't hurt to double check.

Good luck and don't give up!

[Gilgamesh]

Well, he finally agreed to send me to his supervisor (although apparently it will take up to 3 days).

"I will check with a supervisor although there is no valid ground the claim.

The response time is up to 72 business hours.

Do not reply to this message."

I guess I'll wait and see what happens next although this whole thing has been a bit frustrating.

[Gilgamesh]

Yeah, that's what I might have to do although I still don't understand the rationale for PM wanting to deal only with the referee since I'm the one losing the discount. They want the referral code used to activate their accounts, but it's my referral code that was used. They don't have it.

Maybe the CS just doesn't understand and I should close the ticket and open a new one like @darlicious  recommended. I've asked to talk to this CS's supervisor about five times now and he just won't pass me along.

If I read "Have a lovely day!" one more time from this guy (especially since he refuses to deal with the issue), I'm going to scream.

[softech]

@Gilgamesh just reply as them 🙂

[Gilgamesh]

I explained my kids are minors but the CS is still insisting he has to speak with them through the community portal. It's not happening.

[Gilgamesh]

They're also claiming that only claims by the referee (the person being referred) can make a claim. Can anyone explain the reasoning behind this? It doesn't affect them at all since I'm the one getting the discount, so why would they make a claim. I'm the one losing out, so I'm making the claim.

I gave the CS the phone numbers and the PINs for both numbers.

[Gilgamesh]

The guy doesn't want to escalate the problem to his supervisor. He's still insisting on talking to my kids. There's no way I'm letting him talk to my 11-year-old daughter.

I may have to close the ticket and try someone else.

[Gilgamesh]

I'll look into when I opened their accounts. I need to wait until they get home from school so I can access their phones. PM send SMS messages to their phones when you log in so I need their phones.

Thanks for the help.

[darlicious]

@Gilgamesh 

OMG! You can explain to the CSA that they are minors and you manage their accounts and that's simply not going to happen. At this point I would go the route of just opening a new support ticket but of course the choice is yours and you could ask for a senior colleague just to take over. Your particular CSA agent seems to be a lost cause.

[darlicious]

@Gilgamesh 

I was given great advice when I first started with public mobile. If you don't like what the first CSA has to say seek a second opinion. Close your ticket wait a few hours and open a new ticket rather than argue your point with your current CSA. Unless you like to argue your point....lol.

So just start over and request again why the referral credit was not applied. There has been an ongoing issue with referral codes that have been entered upon activation but not registering upon the account. And while it has been approximately 4 months since the activation there have been referral codes applied for longer after activation then 120 days. If you need proof of that private message me and I can help supply proof of that.

Some CSA's have better customer service skills than others unfortunately. So just seek a new one. Alternatively you could always escalate the issue or ask for a senior colleague to take over your request but generally just opening a new ticket is a less frustrating or stressful experience usually with the resolution you seek being the result.

[Gilgamesh]

Now, they want to talk to my kids (who are minors). That's just not happening.

[Gilgamesh]

I'm seriously thinking about dumping the four accounts I have with PM and moving somewhere else. I'm not impressed with the CS I was talking to.

[Gilgamesh]

PM is claiming that I didn't add the code even though I am 100% sure that I did. I was the one who set up the accounts and I distinctly remember adding the refer-a-friend code when I set up their accounts.

They're also claiming that it's been longer than 120 days since I opened the account, so I can't use the referral code.

Smells a bit scammy to me honestly.

[darlicious]

@Gilgamesh 

Can you tell us the exact date of activations by looking at your transaction history for your kid's accounts? If the activation was approximately the two weeks preceding June 6th then the activations may have qualified for the additional promotional refer a friend credit of $25 paid out in $5×5 months (May RAF).

There was only one bonus promotional $25 credit available per customer account (as the referrer) so if you had used your referral code on both of your kids accounts then you would only qualify for one $25 credit and each of your children would also qualify however if you used your code and then the code of the first child that you activated then that child would be eligible for a referrer $25 credit and being referred $25 credit.

I would have to look up the start date but it was around May 24th or 25th I believe? It definitely ended at 11:59.59 p.m. eastern on June 6th 2020. If the activation occurred in that approximate 2 week period of time you may have also qualified for this additional credit and you should also inquire about it when you talk to the CSA about the $10 bonus referral credits that are missing in addition to the either $1 reward or 1 point rewards that you would have earned between the activations and now.

[softech]

Add to @computergeek541 ccomment , it was simply my exact wordings, too

[softech · Accepted solution]

@Gilgamesh check the Payment History on My Account to see if PM ever deposit $10 into your account as Available Fund.  If nothing found, open ticket with PM support:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there