Redeemed $15 worth of Rewards for Billing credit, coming payment has not shown deduction

[YaoYao]

Hello Public community, I am positive I redeemed $15 worth of rewards, I did the same for my other line. The other line I could see my monthly payment got deducted right away, but this line has not. I did these a few weeks ago, I was waiting and seeing if the system would update the next day, I just remembered to check. I still see my payment has not been deducted. My full payment is due tomorrow. Any suggestion?

[Handy1]

@YaoYao  Short of still trying to work with support and ask for the matter to be escalated to senior staff is only way to get resolve on your issue I’m afraid 

[YaoYao]

Dear community, my issue has not been resolved, I submitted a ticket, I did spend days on communicating with their client support and different agents, maybe even their supervisor got involved, on my issue. Is there other means of escalating my issue? Thanks! 

[YaoYao]

Hello! I think today is my third time submitted the ticket, every time I got a reference number indicating my ticket was submitted successful, but I have not got any responses, or email confirmation about my tickets, nothing in my Community Inbox too, I tried "Private Message" to the support which appeared to be successful, again no respond, and no record of anywhere I sent it. Very strange. I do not know what else I can do.  

[YaoYao]

Thanks! I did my two lines at the same time, one line was showing the deduction right away though I did not receive any email confirmation, another line just showed nothing. I have submitted a ticket, I will see how this goes.

[Handy1]

@YaoYao  I just redeemed points myself thisMorning and it’s shows what I redeemed in my account in available funds and it shows my  discount for my upcoming payment on payment page . Also I got a email confirmation aswell for further verification that the points where converted into $ amount for my next bill 

[YaoYao]

BTW, I do not think I see that line, but the fact is, my points got deducted. My two lines now have the same points just to prove I did the redemption for both lines a few weeks back...these were my first ever redemption. Just my two line have two different billing due date. 

[YaoYao]

Thanks again! I did submit a ticket and used the direct message too. But there is no record of I did both. Looked like the ticket was submitted successfully, but no record in my Account Inbox, nor anything sent to my email...so I just tried the "direct messaging",  when I hit "sent"...the window just closes. Just added more confusion. 😞    Looks like I will have to wait and see. 

[hTideGnow]

HI @YaoYao 

I would not wait, I would just submit a ticket with PM agent and ask them to check.  Please use one of the 2 ways to submit ticket

And if you check Payment History on My Account, after a redemption, the page should show a bill credit transaction of that $15 and will show you the Avaiable Funds after the amount was added

So, if you don't see such line, then the credit has not been added yet

[YaoYao]

thanks for checking and trying to help. I looked at my two lines both transactions histories. None of them showed anything. The one worked which showed billing deduction right after my redemption, its history does not show anything, so I am confused. From one of replies I see this might be Public Mobile system display issue. So I am hoping my coming actual payment is the deduced amount. 

[YaoYao]

thanks for checking and trying to help. I looked at my two lines both transactions histories. None of them showed anything. The one worked which showed billing deduction right after my redemption, its history does not show anything, so I am confused. From one of replies I see this might be Public Mobile system display issue. So I am hoping my coming actual payment is the deduced amount. 

[hTideGnow]

hi @YaoYao 

do you mind to post the transaction history on My Account? as well as the transaction history on My rewards?

remember to login both using Incognito/private/secret mode on your browser to avoid cache problem

[YaoYao]

thanks for the quick reply! It has been more than 2 days for sure. I did two lines at the same time, one line showed the deduction right away, the other line I decided to wait, I think I checked next day still no change, then I just forgot to check again.

[YaoYao]

thanks for the quick reply! You are saying my actual payment could be the deducted amount? Then I will wait and see. 

[hTideGnow]

hi @YaoYao you should see a $15 credit added to your My Account 's Available Funds within 2 days.  If Available Funds has $15, you are all good

if not, then Sk PM support to check

please submit a ticket with CS Agent using this Chatbot link:  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 by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437   

[computergeek541]

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@YaoYao wrote:

Hello Public community, I am positive I redeemed $15 worth of rewards, I did the same for my other line. The other line I could see my monthly payment got deducted right away, but this line has not. I did these a few weeks ago, I was waiting and seeing if the system would update the next day, I just remembered to check. I still see my payment has not been deducted. My full payment is due tomorrow. Any suggestion?

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This is most likely an issue with the website showing outdated information.  When a customers redeem 15 points for a $15 credit, that credit is added to the Public Mobile avaialble balance immediately, but sometimes, it doesn't show the updated balance on the main payment page.  If you go into your payment history, the corrected blaance should be shown.