New Phone - Lost Rewards

[0312]

I lost my phone about a month ago. I deactivated the SIM card, purchased a new phone and new SIM card.

My latest auto pay (29 Nov) did not deduct Loyalty Recognition, Refer a Friend, or Autopay Reward.

Why did I lose these rewards?

[HALIMACS]

@0312 

Did you go through a full activation process with the new SIM card or change the SIM card number on your existing self-serve account?

If you created a new account, there would be no rewards carried over to it - if you simply changed the SIM card (after having done the lost/stolen function) Public Mobile needs to manually add those rewards back in for you. 

[Anonymous]

@0312 

only you will lost your rewards when you did a Lost/Stolen Phone
and Select Suspend Service then your account is deactivated and you have unused Rewards on it, those Rewards will be lost.
and when you do Reactivate is will be back 

Rewards FAQs (publicmobile.ca)

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

and go sign in to Self-Serve, to review your account, and your service now active and you will see it your rewards if you don't see it you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....

[t_p · Accepted solution]

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@0312 wrote:

I lost my phone about a month ago. I deactivated the SIM card, purchased a new phone and new SIM card.

My latest auto pay (29 Nov) did not deduct Loyalty Recognition, Refer a Friend, or Autopay Reward.

Why did I lose these rewards?

---

@0312 

It's a glitch that happens when you suspend your account, even temporarily.

Ask CS to re-apply the rewards via :

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.

[pkaraa]

Yesterday someone mentioned this issue too that CSA are showing the fine prints for Rewards now. You shouldn't lose your rewards if you have lost your phone and reactivated new SIM. The renewal in those days of lost phone is the issue.

You can create a ticket and let us know the outcome. Might help someone.

[Triguy]

Did you change your phone to lost in your account and the replace your sim and resume service ?  

You could submit a ticket to a CSA and explain your situation.

Here’s when and how to contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.