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Old Loyalty Rewards not applied to account

delislen
Good Citizen / Bon Citoyen

I got a message in Feb that I was coming up on 1 year with Public mobile and would receive my 1$ monthly discount next month. The discount was not applied to my account and I can't open a service ticket. 

16 REPLIES 16


@delislen wrote:

I think I signed up in Feb 2021

 

on Feb 15 I got the text from 611 that read "You're 1 month away from earning your first loyalty reward, that's 1$ off or 1pt every 30 days" I understood that to mean I'd receive the 1$ on the March Bill, but maybe I get the reward in march and they apply it in April? My next bill is in 5 days, I'll keep an eye on it.

 

@JL9 - how do you actually reach a CSA? 


@delislen 


@delislen wrote:

I got a message in Feb that I was coming up on 1 year with Public mobile and would receive my 1$ monthly discount next month. The discount was not applied to my account and I can't open a service ticket. 


@delislen  - the loyalty reward will be applied to the 14th payment you make to Public Mobile.

 

Note:

"If your account is in a suspended state for more than 60 days in a year, your Loyalty Reward will be delayed by the number of days your account was suspended."

 

Contact methods for Public Mobile Representatives (CSA)...customer support agents, can be found in the get help articles here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

delislen
Good Citizen / Bon Citoyen

Alright, thank you, everybody! 


@delislen wrote:

I think I signed up in Feb 2021

on Feb 15 I got the text from 611 that read


Similar here. I got the same SMS In Feb; 'one month away, etc'. But I did not get any reward in March and I did not expect it as I signed in March.

April renewal should include loyalty reward, I hope.

So it looks like it is all about timing when they send messages.

Without looking at actual programming code handling messages what we can do here is just guessing.


@delislen wrote:

@softechI tried to open a ticket this morning and couldn't. just kept hitting a 404 wall. 

 

 


@delislen   just direct message them then

 

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


**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

delislen
Good Citizen / Bon Citoyen

I guess I will contact Customer service using darlicious' link if I don't see the rewards this month (in the next 5 days) 

delislen
Good Citizen / Bon Citoyen

@softech I tried to open a ticket this morning and couldn't. just kept hitting a 404 wall. 

Yes I checked my transaction log - there's no 1$ loyalty. 

 

@delislen   if you signed up in Feb 2021, then yes, your first Loyalty rewards should be applied sometime March

I remember one of my account signed up in Nov and the first $1 loyalty was applied in Dec

 

Did you check your Transaction log and confirmed you don't see a line about $1 loyalty there:

             Reward - Loyalty Recognition/Récompense - Reconnaissance de Fidélité $1.00

 

If not, open a ticket with PM Support and confirm.

delislen
Good Citizen / Bon Citoyen

Ah I missed darlicious' post. Thanks! I tried going through the bubble earlier but kept ending up at a dead end/404

@delislen @Darlicious has a link above you can also click on the message bubble in the bottom right and type in missing loyalty rewards 

delislen
Good Citizen / Bon Citoyen

I think I signed up in Feb 2021

 

on Feb 15 I got the text from 611 that read "You're 1 month away from earning your first loyalty reward, that's 1$ off or 1pt every 30 days" I understood that to mean I'd receive the 1$ on the March Bill, but maybe I get the reward in march and they apply it in April? My next bill is in 5 days, I'll keep an eye on it.

 

@JL9 - how do you actually reach a CSA? 

Give it some time as it could be somewhat delayed. If you are into you 13th or 14th month and you still don't receive it reach out to a CSA to get it sorted so that going forward it is automatic with no hiccups. 

@delislen   timing sound right.  They give you the Reward this month, but it will be applied to the account in the month after

 

when was the exact date you joined last year?

delislen
Good Citizen / Bon Citoyen

@softech Loyalty Pays is showing as 1$

@Meow I got the text in Feb that the reward would be applied to my next billing cycle (Mar.) which has passed. 

darlicious
Mayor / Maire

@delislen 

Check your rewards account the $1 loyalty reward is probably showing now. It shows up in your rewards on day 361. It's applied upon renewal on day 391.

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Meow
Mayor / Maire

Loyalty rewards should be applied on your anniversary + 1 month. Meaning if you joined in Jan, credit of $1 should be given on Feb renewal.

softech
Oracle
Oracle

@delislen   Login to the My Reward site (https://www.publicmobile.ca/myrewards) and confirm if you see the Loyalty Pays there.  I suspect it just timing, they will show the reward now, but the reward will be applied in the following cycle.  

 

https://publicmobile.ca/en/on/myrewards/dashboardhttps://publicmobile.ca/en/on/myrewards/dashboard

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