Old $15 plan will Not Add on Data

[splash]

Wondering is anyone else has had issues trying to keep the old plan?

I've had the same plan since being a customer, just $15 for 250mb data and 100 minutes +messaging. I occasionally added 1G data if needed. Since the new rewards system I have redeemed 10 points for 1G data when traveling. Last month I did that again, and received a confirmation email. While I was away I had no data. Fast forward today, checked my account and have a $10 credit for some reason. On to support chat, and suddenly I had no calling, no plan, and told I had to upgrade to the $19 plan. Support was frustrating to say the least. My old plan has been reinstated (I think) finally now, but now I am being told I have to pay $5 when due next month to top up the $10 credit to pay for the plan.

I'm on autopay, so this makes no sense to me why I have a $10 account credit that is no good. Told they cannot reverse it back to 10 points, and I cannot add data to this plan now.  If I change plans, I will lose the holiday freebies I still have on this account. Not impressed with the lack of notice or support. 

[splash]

I wanted to update this and let everyone know, when I logged into my account today, I see 1G of data had been added to my account 4 days ago, and I have a new cycle for billing every month, now the 7th instead of the 18th. Communication from PM support did not let me know the data was finally added, after telling me it was not available. My issue has been thankfully resolved, but in a very unclear, round about way.

[Sansan]

@splash  from my understanding,  the autopay will only take out the difference.  It knows how much is in available funds and will only take $5 from your cc.

[xiv]

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[...] The add-on is not available due to your old 15$ plan [...]

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Hi @splash, that agent's reply seems fishy to me. I'm also on the 15$ plan, and if I go to shop for rewards, this is what I see...

1GB reward :

Since I don't have enough points to redeem, it stands to reason that I can't click on the button.

Here is the 500MB reward:

If the redeem button is available, I would like to think that you're entitled to use it. After all, it's up to them to enforce their own Public Mobile Rewards Rules as described in the hyperlink they provide in the catalog.

As to their not being willing to revert back the add-on into points, they do mention in the Rules that "Points cannot be refunded and Rewards cannot be returned or exchanged under any circumstances, except as determined by Public Mobile in its sole discretion."

The fact that you got a 10$ credit in your account makes me think that you were the victim of a system bug, and they felt your being not able to use your add-on during your trip warranted no better than a cash credit. But that's just me.

On of the key requirements in the use of Rewards is that your account be "in good standing", which must mean that it is paid on time, all the time. Since you are on Autopay, you should notice a Public Mobile transaction in your credit card statements as well as in the payment history in the My Account self-service area. If you missed a payment or paid even a single day late, then you gave them the room to withhold services, and that includes any add-ons.

-xiv

[hTideGnow]

HI @splash 

i never heard of this got changed.  No where talked about that.  But you need to ask the agent to push for an official answer from PM Community manager.  There are so many agent and not everyone knows the same

[splash]

Here is the reply I had when inquired why the 1G data redeemed on Oct. 18 was not applied:

Hello again! The add-on is not available due to your old 15$ plan and all of your data add-ons are already depleted so the plan change to the 19$ plan with 1 GB of data is much more beneficial. 

[splash]

Thanks!. I appreciate all advice, but I had an issue with my account funds and allocation that only PM could resolve directly. Now I am just looking for advice going forward with this $15 account and issues arising. Good to know the freebies will remain if I do switch plans.

[splash]

Hi, yes, my phone plan was reactivated today, I did not even know my phone was cut off until I contacted support in regard to the data issue. Now issue is I am on autopay credit card, it takes the full amount, so the $10 credit will sit there, and I was told I cannot use it to buy extra data on this plan, and they cannot reverse it back to reward points.

[hTideGnow]

HI @splash 

ask them to push it to community manager for review

and which senior agent answered that?

[splash]

If that is a link it did not work.

[Sansan]

So is your plan showing as active today? If it is and you have the $10 in available funds, then either you pay $5 manually today or wait until renewal whrn the system will kick in a debit $5 from your account. 

I haven't done it recently,  but there should be no reason why you cannot purchase add-ons unless the account is suspended. 

If you want, you can change plans anytime without losing your free bees.

[splash]

Yes, I did ask for another agent to look into this, no luck, and no answer to any of the issues, just a reply that made it sound like they are doing me a favour.

"Hey! I've made this one time exception and I've just renewed your service free of charge and you keep the extra 10$ on file and you can pay the 5$ on the renewal as of December 7th 2024. "

[hairbag1]

@splash 

just FYI...you can change plans whenever you wish and you won't lose your Holiday Bonus talk or data.

added...

for best Customer Support, always start by posing your questions here in the Community Forum. We have a great bunch of forum contributors who can likely answer and solve well before PM Customer Support will. If we can't solve, we'll give you guidance to best resources.

[hTideGnow]

HI @splash 

no, $15 plan still work like before, you can buy and redeem data

you just need to check with Support agent. 

sound like you talked to them already, and what they said about you need to upgrade is not true.  So, reply them and ask them to escalate to senior support to look into it