Overcharged for a year!

[StevenMorehouse]

Ok, granted... I should have noticed before today, but...

Black Friday 2023 I went looking for deals for both my wife's plan and my own.  She was previously was on 3G speed and 1GB data and I was paying $21/mo.  I didn't find any deals that I really liked for myself (and ended up going elsewhere), but I noticed I could get her same 3G/1GB for a few dollars less, so I made that switch for her.  For ONE MONTH she was correctly billed $17+tax.  

I never noticed, but every month since then we've been charged $25/mo.  Same 3G/1GB plan, just $8 more (and more than pre-BF 2023).

Sigh.  Any advice on how I might get this fixed?

[hTideGnow]

HI @StevenMorehouse 

if you have already tried to submit ticket but no response, message them again

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[StevenMorehouse]

I never received any response from Public Mobile after submitting a ticket, but I'm not sure I understand how their ticket system works.  How, exactly, do I contact customer service?

[Pvkom26]

Question: 

I recently received this mysterious text from Public Mobile: “Public Mobile: you're 1 month away from earning your first Loyalty Reward! That's $1 off or 1pt every 30 days - for more info visit www.publicmobile.ca/myrewards” 

When I click on the link, it doesn’t show anything like that, bluntly stating that the reward is 10points that are given out at once. On my anniversary date I found them in my account, as expected.

I wonder if this text was indicative of the old rewards system? NGL, getting 30 points instead of 10 would have been pretty cool

[hairbag1]

@StevenMorehouse 

for account related clarification, best to have Customer Support look into this for you. Use the link provided by @eddieO to start that process. Give them as much account info as you can ie: ph #, acct #, name on acct, PM pin #, etc.

[hTideGnow]

HI @StevenMorehouse 

we are just customers like you here and we don't have full access to your account.  It is best to check with PM support.

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage          

[eddieO]

@StevenMorehouse, what @hTideGnow is saying is that earlier in the year Public Mobile was applying discounts on customer's bills which reduced what their monthly plan was, things like autopay, friend referrals etc, where being automatically applied to customers bills and reducing them but since around May 2024, Public Mobile completely changed the rewards system. We're still getting points but less of them and they are not being automatically applied towards our bills, instead we need to redeem points manually to get $15 bill credits or add-ons.

If you feel this is not what's going on with your billing you will need to reach out to a support agent and have them look further into it.

To open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[StevenMorehouse]

If that were true, and this changed in May, then I would see something different for January, February, March and April, right?  That's not the case.  I'm pretty sure I switched to the new Rewards thing voluntarily in 2023.  Yes, I'm getting rewards but nowhere near $8/mo.  Again, I don't think this has anything to do with rewards.  Just a f-up on their part when they gave me the deal for one month instead of ongoing.

[hairbag1]

---

@StevenMorehouse wrote:

I'm not sure we're talking about the same thing.  I don't mean rewards.   I can see my post BF 2023 bill, and I paid $17+tax for my "$25 plan".  Paid $17, got $25.  That was the deal I signed up for... $17/mo.  Then from January 2024 to present, I was charged $25/mo.   They've overcharged me $8/mo for 11 months and counting.

---

Your Rewards brought down the cost of your plan to $17. Now that Rewards have been discontinued, you pay full cost but get a few points. Once you accumulate at least 15 points, you can redeem those for $$ towards your regular plan renewal cost for that month.

added...

could that plan you got last year have included limited time price reduction ?

[StevenMorehouse]

I'm not sure we're talking about the same thing.  I don't mean rewards.   I can see my post BF 2023 bill, and I paid $17+tax for my "$25 plan".  Paid $17, got $25.  That was the deal I signed up for... $17/mo.  Then from January 2024 to present, I was charged $25/mo.   They've overcharged me $8/mo for 11 months and counting.

If this had something to do with a change in May, then my bill should have been different in May.  It is the exact same $25+tax from Jan to now.

[hairbag1]

@StevenMorehouse 

additional reading clipped for the PM Help Files...

https://www.publicmobile.ca/en/bc/get-help/articles/move-to-public-points

[hTideGnow]

HI @StevenMorehouse 

no overcharged, PM has changed everyone from legacy rewards to Public Points in May

So, now you have to pay full price first and PM will give you back points after.  Instead of loyalty rewards monthly, you get 10 points per year on your anniversary date with Public Mobile.  Instead of $2 autopay discount, you get 5% of your plan in points.  

And the points are useful to reduce the bill. After you got 15+ points, you will go to rewards site to redeem 15 points for $15 bill credit

Add: Announcement post back in March:

Upcoming Changes to our Old Rewards Program - Community