OLD Credits Missing in New Rewards

[EHMOBILE]

I was FORCED to switch to the new Rewards system in May.  I received my first bill under the new system and my $4/month LOYALTY and $2/month AUTOPAY rewards have DISAPPEARED 😞  That increases my subscription cost by just about $7/month (with taxes), making Public Mobile not as competitive in the market!  However, the $5/month referral reward was applied but NOT to my monthly bill as it has been done in the past!!!!  It's now just a reward CREDIT that I cannot use without additional intervention  😞

How do I get my credits back and how do I have all of them automatically applied to the monthly bill, as they were in the past?

This new "rewards" system no longer seems to be very rewarding.

No longer a happy customer!

[teazle1]

Until May 2024 I had earned $6 off my monthly bill ($2 for autopay + $4 for 4 yrs loyalty), that provided 12 x $6 = $72  of annual savings, without the need for any further actions.  These very substantial benefits abruptly disappeared in June with the new system

The $2/month Autopay bonus worth $24/year has been replaced by a 5% points back credit that, with my $25/month plan equates to 5% x $25 = 1.25 points, worth $1.25/month or $15/year.  My loyalty bonus, which was $1 x 4 years loyalty = $4/month or $48/year,has been replaced by a 10 point bonus at the end of each year, worth $10/year.

So earned rewards providing annual benefits of $72 (increasing to $84 this August with another years loyalty) have been reduced by 65% to points with an annual value of $25, that I must now go through a redemption process to apply to my account.

The announcement of this new plan stated that the reason for being moved to Public Points  was "To enhance our rewards offerings and ensure we're providing the best possible value to our subscribers".

From what I've read I suppose I should be thankful that PM is not going to abruptly cancel or withdraw my earned add-ons and prior rewards that have not yet been used, but it seems misleading, to say the least, to suggest that reducing the annual value of my earned rewards by 65% effective in June 2024 can in any way be described as "enhancing" my rewards or providing the "best possible value". 

[turtleTurtle]

Unfortunately this is the new system, there is no going back to the old way. I am sure that PM took into account that some of the old rewards members would leave.

For me PM is still the best price for the plan I have. I have a few referrals so at the moment it is the best price for me.

[Y4J259]

@EHMOBILE 

Everyone on the old loyalty rewards have been forced ok not the new points system. See THIS link. You should have received an email or text from PM. If not, consider filing a compliant with CCTS as so many others have. 

You will no longer get $2 auto pay, or up to $5 loyalty, or have your referral credits come off your bill automatically. Instead you will get 10 points per year for loyalty, (basically PM have changes the value of your loyalty from $60/yr to 10 points annually). You will get 5% cash back on any bill amount, but in points. And your referrals will be earned in points, too. If you want to reduce your bill, you must earn 15 points, then log in, and manually purchase $15 bill credit using your 15 points. 

It also seems that any referrals you've earned this month won't count until after your next bill. 

[asiaminor2k]

For customers who were *force migrated* to the new Points system (like yourself), everything you described is the result of Points. Points is universally bad for customers originally on the old Rewards.

[hTideGnow]

hi @EHMOBILE sadly noB, and  they don't have to. 

Likce hike, I don't think you expect them to  consult you ahead, right?? And rewards is not even plan price, why would they consult you

They have terms saying they reserved the right to change the rule there.  And tell you a sad fact, they can even cancel the rewards system completely 

[EHMOBILE]

Did they even consult their clients before implementing these "improvements"?  After 5 years with Public, I think this will have me take a closer look at alternative carriers.  BAD TELUS!

[Phil_Adelphus]

@EHMOBILE   Those of us who joined after the beginning of 2022 have always been on points.  I just let them accumulate and then use them for bill credits, you don't have to log in all the time.  It still works out better for me than elsewhere but I do understand why longer time subscribers are upset about it.

[EHMOBILE]

Again, I have to reiterate that this is not so rewarding a system if I have to logon all the time to apply the rewards.

[BKNS27]

@EHMOBILE 

Yup we are not happy either.

There are no points for AutoPay but you should have points for loyalty and there will be 10 points added on your anniversary date.

You only get 5% in points based on your monthly bill. Once you have collected 15 points…redeem it for a $15 credit.

[Phil_Adelphus · Accepted solution]

@EHMOBILE  There's no way to have the points automatically applied.  Once you have collected enough you can log in to apply 15 points to get $15 off your bill, or buy discounted add ons starting at 5 points (for example an add on that costs $30 to buy is 25 in points).