Points redemption

[Magz2]

Is it possible to cancel a rewards redemption? I meant to redeem points for a bill credit but instead redeemed points for unlimited US talk & text bundle.

[CSA_PM]

Thank you for the escalation! The customer has already been in contact with one of our agents, and the issue has been clarified.

[computergeek541]

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@Magz2 wrote:

I keep getting the screen to create a ticket and multiple choices none of which apply so basically I'm on a merry go  round going nowhere.  Why is there not an option to actually talk to an agent?  So frustrating, may have to switch back to a different provider

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Typing in "submit ticket" immediately gives the option to perform the task.

[computergeek541]

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@hTideGnow wrote:

hi @Magz2 

no multiple choices, use this link instead:

          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            

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Customers must use the chatbot to open tickets when possible.  By sending a private message in the above manner, the customer will automatically receive slower response time.  Please avoid promoting the private messaging route except in cases of using the chatbot not being possible, as using the chatbot isn't optional.

[hTideGnow]

hi @Magz2 

no multiple choices, use this link instead:

          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            

[Magz2]

I keep getting the screen to create a ticket and multiple choices none of which apply so basically I'm on a merry go  round going nowhere.  Why is there not an option to actually talk to an agent?  So frustrating, may have to switch back to a different provider

[Chalupa_Batman]

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@Magz2 wrote:

Is it possible to cancel a rewards redemption? I meant to redeem points for a bill credit but instead redeemed points for unlimited US talk & text bundle.

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Hello @Magz2 

Accidents happen. Here is how to contact a CS Agent since you can log in.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[BKNS27]

@Magz2 

I am not sure if you can because you clicked on the Confirm button before finalizing the reward.

Best to ask a CS_Agent by clicking on the Chat icon and type in Submit a Ticket.

[hairbag1]

@Magz2 

message Customer Support with your request and I think they can make the change. Click the orange chatbot icon on lower right side of page to start the process.

added...please come back and let us know whether or not they make the change for you.