Rewards not being Added

[Jacob4155]

Hello, I am trying to find out why my rewards are not being added to my payment. Before I was getting $2 of my plan for loyalty rewards. I recently added auto pay, for a additional $2 off my plan. So in total $4 of my plan. But it seems its not being applied. Any info to why its not being taken off would help. Thanks

 

[Anonymous]

 @Jacob4155 : You were able to post a helpful screenshot of your overview page. It would also be helpful to post one of your Payment history here (not payment card) so we can see.

[dlambro]

Under Transaction History you should see a credit of $2 Loyalty rewards, and if you just added Auto Pay this billing cycle, you will see the credit on payment date (Feb 11) not before.  If you added Auto Pay previously and didn't receive the "credit" under the Credit (Payments) tab last month/last billing cycle, then you need to speak to a Moderator about this. 

[Dunkman]

@Jacob4155 

When did you start your autopay?

Maybe screenshot your payment history page.

If you are indeed missing rewards, you will need to contact moderator for help.

[AManning]

If you check your transaction history on your banking app, you should be able to see the discounted price (+tax) on your payment date. PM will also send you a text letting you know of the rewards being deducted from your total.

[Jacob4155]

Yes that is what it said. But it is not being applied to my payment. As i can see in my payment history. 

[esjliv]

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@Jacob4155 wrote:

It would say $38 in amount owing, and that is what I paided every month. Now it is not showing and $40 is being taken out. In payment history no rewards are showing since auto pay was added.

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Hi @Jacob4155 , I agree, something seems off if your payment history did not show the rewards you were expecting.

As for the Amount Owing this = PLAN AMOUNT - Available Funds Amount.

So the reason this shows $40 is because you show nothing in your Available Funds area.

[dlambro]

Please go to your Home Page on My Account and click on Plan Add Ons, then go to Rewards tab.  You should see As of today your estimated payment is: $36 at the top. The breakdown should show as follows; 

Plan cost $40

Total Rewards Earned $4

Available Funds in your account $0

As of today your estimated payment is:  $36

Actual amount may change based on account activity prior to your payment due date.
10 day plans are not eligible for rewards.

[Jacob4155]

It would say $38 in amount owing, and that is what I paided every month. Now it is not showing and $40 is being taken out. In payment history no rewards are showing since auto pay was added.

[Jacob4155]

In my payment history it is not showing any rewards. Before it would show $2 loyalty reward being taking off. Now nothing.

[computergeek541]

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@Jacob4155 wrote:

In payment history 

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I'm confused because earlier you said it was showing $38 in amount owing when it's not supposed to show that.

It is possible that Public Mobile has somehow forgotten to pay you your rewards but the picture that you gave earlier gave no indication of that.

[Jacob4155]

In payment history 

[computergeek541]

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@Jacob4155 wrote:

No rewards are being added since I added auto pay. Before it would show a $2 loyalty reward added to my payment. Now nothing.

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Sorry, but it's not supposed to show anything about that in the amount owing line. This is just how Public Mobile has always done it.  I know that it doesn't really make sense, but there is no issue with your account.  Your $2 loyalty reward also doesn't change the amount owing line.  With a $40 plan and a $0 account balance, it is supposed to say $40 amont owing, even if you have $10, $20, or any other amount of rewards coming for your next renewal.

[Jacob4155]

No rewards are being added since I added auto pay. Before it would show a $2 loyalty reward added to my payment. Now nothing.

[computergeek541]

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@Jacob4155 wrote:

Okay but I don't understand how I am paying more now per month, then before. I would pay $38 for my plan per month. Then I add auto pay, which should lower my monthly bill, but instead increases it. How do I veiw transaction history and see whats going on.

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You're not paying more than before. The amount owing line always ignores your rewards. It looks at your plan price of $40 and only subtracts funds already in the account balance.  Adding autopay does not and will not change the amount owing line.  As I said earlier, it only said $38 before because you already had $2 in the account balance, likely as a result of $2 being added to the account as for an autopay rewards only after the first payment when you became a new customer.

The way it displays and amount owing in that matter is cosmetic only. It has no affect on your account. Your rewards will get added to your account during the renewal process and will reduce the amount that you get charged.

[Anonymous]

 @Jacob4155 : View Payment history to the right of the amounts in your pic. Then select a date range.

[Jacob4155]

Okay but I don't understand how I am paying more now per month, then before. I would pay $38 for my plan per month. Then I add auto pay, which should lower my monthly bill, but instead increases it. How do I veiw transaction history and see whats going on.

[Anonymous]

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@Jacob4155 wrote:

I signed up for autopay 2 months ago. Before I was paying $38, and it was shown in amount owing as $38. Now it shows $40 and no rewards are being deducted.

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It sounds like you had looked down in the rewards area that will show the estimated net amount due. But the overview has never shown any net values as far as I've observed for a couple years.

Had you ever used the lost-stolen function? You could post your Payment history here for the past couple renewals and we could see what you see.

And again...what actual amount was charged to your payment card?

[computergeek541]

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@Jacob4155 wrote:

I signed up for autopay 2 months ago. Before I was paying $38, and it was shown in amount owing as $38. Now it shows $40 and no rewards are being deducted.

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It's not supposed to show there. As I stated earlier, there is no issue with your account. I know it's confusing, but the amount owing caclulation never factors in your upcoming rewards. It saying amont owing $38 before only means that you arleady had a $2 extra in the account balance.

[Jacob4155]

I signed up for autopay 2 months ago. Before I was paying $38, and it was shown in amount owing as $38. Now it shows $40 and no rewards are being deducted.

[Jacob4155]

They are not

[Nezgar]

@Jacob4155 

Contacting the moderator is not necessary if you see the rewards being applied to your account on the plan renewal date.

[computergeek541]

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@Jacob4155 wrote:

Thanks I will contact the moderator about the issue. 

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Did you already go through a renewal and did not receive your rewards?  If you're simply going by the screenshot that you posted, there is no problem and there's no reason to contact to the moderators.  If you did go through a renewal but didn't get them, please do go ahead and open a ticket.

[Anonymous]

 @Jacob4155 : What exact dollars and cents are being charged on your payment card? Don't forget taxes. You don't see the taxes in the self-serve.

[Jacob4155]

Thanks I will contact the moderator about the issue. 

[esjliv]

Hi @Jacob4155 ,

After reading @computergeek541 and @Nezgar posts, I may have misunderstood your question. I thought your rewards were not applied upon your last payment, but maybe that is not the case. 

If you are speaking of your future payment, coming up on Feb. 11/21, then you will not see those rewards added to your Available Funds until the transaction takes place.

[esjliv]

Hi @Jacob4155 ,

This is definitely a Public Mobile Moderator issue. I know they recently clean up Community stats, but in no way that should have affected your Loyalty or Autopay rewards. 

I would put in a ticket to inquire.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[computergeek541]

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@Jacob4155 wrote:

Hello, I am trying to find out why my rewards are not being added to my payment. Before I was getting $2 of my plan for loyalty rewards. I recently added auto pay, for a additional $2 off my plan. So in total $4 of my plan. But it seems its not being applied. Any info to why its not being taken off would help. Thanks

 

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The amount owing shown there does not take rewards into account. The rewards will be added to your account balance before the renewal happens.

[Nezgar]

@Jacob4155 

Check your transaction history. On your plan renewal date, those rewards are applied first, then the remainder is taken from any account balance, and lastly from your auto-pay credit card. (Plus tax)