Rewards missing - Referral of Friends only credited for 2 out of 3 referrals.

[thsolutions]

Hi, if I can find someone from public mobile to assist me with correcting a mistake where I only received only 2 rewards out of 3 referrals I've made.

[HALIMACS]

That's interesting @dabr .    Thanks for those details.   I was all but certain the referral was account-based (and not tied to the number or other user's e-mail address or SIM#).   

It would make sense that if the referred person were to change any of those that it would not affect the referral reward of the referrer.

Odd that the new points system doesn't drop the old number when changed.   Seems to be cause for confusion.

[dabr]

@HALIMACS   When a referral changes their number, their number is also updated in your referral list.  However, now (since the points rollout) the previous number also appears in the referral number list... 

[darlicious]

@thsolutions 

So there was a mistake and customer support fixed it for you?

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 #.

[thsolutions]

Thanks.

[softech]

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@HALIMACS wrote:

If a person who is referred changes their number with public mobile, I presume we still maintain the account as an active referral, do we not?

I'm guessing the referral is account based, and not number based.   

Is that correct?

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yes, it is  based on account, I have friend who changed number and he is still on my list  🙂

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[HALIMACS]

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@softech wrote:

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 I think I even have a number that it was never on my list (I keep track of all the numbers I referred)

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Here's a question the above point raises, @softech  (or anyone).

If a person who is referred changes their number with public mobile, I presume we still maintain the account as an active referral, do we not?

I'm guessing the referral is account based, and not number based.   

Is that correct?

[computergeek541]

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@softech wrote:

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@computergeek541 wrote:

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Unfortuantely since the introduction of the new My Rewards website, the referral list is no longer accurate and will show you as having referrals that have since long left for another company or otherwise cancelled.

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@computergeek541   do you know if this is on their "to-fix" list?  I think I even have a number that it was never on my list (I keep track of all the numbers I referred)

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Sorry, but I haven't heard anything about a fix, nor have I heard anything yet about af fix for the wrong renewal dates showing on My Rewards.

[softech]

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@computergeek541 wrote:

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Unfortuantely since the introduction of the new My Rewards website, the referral list is no longer accurate and will show you as having referrals that have since long left for another company or otherwise cancelled.

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@computergeek541   do you know if this is on their "to-fix" list?  I think I even have a number that it was never on my list (I keep track of all the numbers I referred)

[computergeek541]

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@Yummy wrote:

For every successful referral you should see something like this on your account

If you do not then either friend did not provide correct referral code, did not sign up at all or friend's account is suspended for no payment.

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Unfortuantely since the introduction of the new My Rewards website, the referral list is no longer accurate and will show you as having referrals that have since long left for another company or otherwise cancelled.

[Yummy]

For every successful referral you should see something like this on your account

If you do not then either friend did not provide correct referral code, did not sign up at all or friend's account is suspended for no payment.

[esjliv]

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@thsolutions wrote:

Hi, if I can find someone from public mobile to assist me with correcting a mistake where I only received only 2 rewards out of 3 referrals I've made.

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@thsolutions  - if you have a history of 3 total Refer-A-Friends, then I believe the new My Rewards shows all your current and past referrals.

It may be likely only 2 are current, active customers.

It is really too bad that they don't have a status in our My Rewards, Refer-A-Friend list telling us, Active, Suspended, Closed, etc..

But if can connect with your 3 friends and confirm they are active customers, then absolutely submit a ticket as methods provided to tell CSA you are missing rewards.

[VIP_Tech]

Hi @thsolutions 

if your friend missing payment or suspended you will missing the rewards for it, after them pay for the service and that rewards be automatically coming back to your account.

you can check with your friend is still Active with PM, if so, your friend need to contact to CSA.

[darlicious]

@thsolutions 

Are your friend referrals good enough friends that you know their phone numbers?  If so call their number to see if it's in service or call 1 855 4PUBLIC and enter your friends 10 digit phone number you will get their account status and their renewal date. If their renewal occurs before yours then you know for sure that they were active at the time of your renewal. If it after yours then you would have to establish with them if they were recently suspended for non payment on your renewal date. If lost/stolen was used you will get a text telling you one of your friend referral will be less due to account inactivity.

Chances are one if your friends didn't pay the bill for a couple of days over your renewal.....unless your rewards account is still less $1 then they are still suspended. However if you can prove its an error or that your friend renews the same day as you then that can lead to you not getting their $1 reward then contact customer support.

Edit:

Context

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 #.

[softech]

@thsolutions   You have logon to My Rewards site and confirm the Referral list? You will see the last 4 digits of the phone numbers of your friend

https://www.publicmobile.ca/myrewards

First, make sure you see all 3 of them. And make sure you 3 friends are still on PM and their plan are still active, not suspended due to non payment

If you are certain they are still active you can try to reach out to PM Support and provide them the phone number and have them to confirm.

to engage PM Support:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: 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

[HALIMACS · Accepted solution]

@thsolutions 

If you're certain the referrals still have active services (not suspended), then you should contact the customer support agents to confirm.

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.