Community

Leo1967 · ‎08-02-2022

I wonder why my $1 discount for each year staying with Public Mobile is not applied to my account?

I am already on my third year with the company.

darlicious · ‎08-03-2022

So really what you are saying is my 4 points should be included in customers rewards accounts so they can understand why there is a discrepancy between the listed referrals and the reward amount and/or start sending out the "Your rewards may be less" and "Cha-ching" texts again when referrals are suspended and/or reactivate their accounts or are permanently deactivated?🤔

CountyDownIeUk · ‎08-03-2022

@darlicious

I hear you. BUT:

1. My My Rewards says I have 5 numbers for this next pay period but shows $4....I am not the only one....so fix it or give the customer the best of the 2. Like what is supposed to happen when you buy an item with 2 price tickets....yu get the best price...the lowest. How many other customers have same and don't check so don't know??

2. What my Rewards Page says, has a discrepancy, so fix it.

3. It's not up to me to "figure" out or remember what you have taken your time to describe.

4. Not going after a CSA! I am too Pi**ed off to have that conversation as this has been going on for years and gets passed on to deaf ears.

But once again thanks for the explanation.

darlicious · ‎08-03-2022

@CountyDownIeUk

Yes. The CSA is either grossly misinformed or lazy. They can confirm whether or not one of your referrals has active status or not. They can also not do so and just say they did and you have to take their word for it. However keep in mind that I can confirm the following is true:

Referrals suspended via lost/stolen disappear from your list along with the $1. You will recieve the text "Your rewards may be less due to the inactivity of...." at 9pm pacific for any referral that has suspended that day via lost/stolen.
Referrals suspended for non payment remain on your list but the $1 disappears from your reward amount. No text is recieved for these suspensions.
Referrals who port out or to have their accounts cancelled and deactivated after 90 days without paid service will disappear from your referral list of phone numbers along with the $1 reward if not already previously removed by virtue of a non payment suspension.
No text is sent to the referrer when an account is cancelled and deactivated by either method listed above.

I see nothing wrong with insisting that you recieve an answer to your customer support request. I would submit a new support request to hopefully recieve support from a new CSA so that they are not influenced by your previous requests and just ask for a confirmation of which account/4 digit phone # is currently suspended. If you strongly suspect one # in particular then I would reference that # in particular.

CountyDownIeUk · ‎08-03-2022

@darlicious

Bottom line my account says:
This Pay cycle includes: and lists 5 numbers...so where is my $5 credit??? =============================================================
Refer-a-Friend
$4 <====
Refer-a-Friend and earn $1 off every 30 days, or $3 off every 90 days. Your friend will also receive a one-time $10 credit when they activate.
This Pay cycle includes:
XXX-XXX-xxxx
XXX-XXX-xxxx
XXX-XXX-xxxx
XXX-XXX-xxxx
XXX-XXX-xxxx

@darlicious wrote:
@CountyDownIeUk
Lol....just playing it safe, very, very safe. Some things are just best left alone.

A CSA can definitely see the entire phone # from your list and your entire referral code on an account.
So I was mislead!!
This I know because I as given a list of the bf's referral's full 10 digit phone numbers. Oddly by me replying to a private message but accidently replying to the wrong message that happened to be a message from a CSA on an unrelated matter but still discussing rewards?!!

Whether they can access another account without the account owner's permission to confirm your referral code was used I don't know?
Let's see...is it a breach....is it a privacy issue...is it an unauthorized look up?
We see any time we want to on the old Rewards system xxx-xxx-1234.
So a CSA looks up 555-555-1134 and sees it is still and Public Mobile number and verifies active or not active status.
And gets back to the inquiry and says will fix for you as xxx-xxx-1234 is still an active referral for you. Do I know who the referral is or the full number? Nope!!!
I can look online or in a phone book.....and see full numbers and names.
But unlikely since its a privacy issue.....just like me recieving the list of phone numbers but who am I to complain? Now I have a list that I can confirm whether or not the accounts are active or not?😁

darlicious · ‎08-03-2022

@CountyDownIeUk

Lol....just playing it safe, very, very safe. Some things are just best left alone.

A CSA can definitely see the entire phone # from your list and your entire referral code on an account. This I know because I as given a list of the bf's referral's full 10 digit phone numbers. Oddly by me replying to a private message but accidently replying to the wrong message that happened to be a message from a CSA on an unrelated matter but still discussing rewards?!! Whether they can access another account without the account owner's permission to confirm your referral code was used I don't know? But unlikely since its a privacy issue.....just like me recieving the list of phone numbers but who am I to complain? Now I have a list that I can confirm whether or not the accounts are active or not?😁

CountyDownIeUk · ‎08-03-2022

@darlicious wrote:
@Leo1967
Lol....you are braver than I.....I am not clicking anything that has points on it.....playing it extremely safe when it comes to staying away from the points program. We are basing your loyalty on your community account creation. Did you activate in 2018? Otherwise similar to me....on day 361 of each yearly cycle the extra $1 loyalty reward will appear in your rewards account. That would have occurred 10 days ago for me had I not suspended in protest to the $3 rate hike to my plan but I expect to see it in 3 days.

If you have 3 referrals showing but only $2 in rewards then one of your referrals is suspended for non payment.

@darlicious You only have to click "Discover Points" not "JOIN"
Day 361 makes sense I guess but if you do a calendar on Excel or a Website....if you enter your start date and add 365 days to it 5 times you will see the anniversary dates for loyalty. If you then make a second column with your start date and add 30 days to it 60 times you will see all your payment dates (+/- 1 cuz of the definition of your payment date) you will see your anniversary date and the payment date it will first be applied to.

@CountyDownIeUk
Follow up on your ticket. I found out my last (3rd) ticket for my May RAF was closed the next day without telling me by some idiot who decided my referral and I were ineligible because it was activated on June 6th?!! I had to argue the point and submit the May RAF promo email, the time stamped activation screenshots and screenshots of the activation for the bf's referral that was completed 6 hours after mine that is currently recieving the bonus $5 credit monthly. Not happy nor patient now.

@darlicious NOPE!!! I am convinced that maintaining or providing customer support for the OLD $ Rewards program is not first priority. Should I really believe that a CSA cannot see all the digits of the referral number or verify the status of it???? Assuming Telus handled the ticket and it came back to PM....they should have responded. Any ways viewing my Rewards Account is my response..if there was one....nothing has changed. I just got 2 more referrals and don't want to jeopardize them. Still have 1 more referral and one less dollar.

darlicious · ‎08-03-2022

@Leo1967

Lol....you are braver than I.....I am not clicking anything that has points on it.....playing it extremely safe when it comes to staying away from the points program. We are basing your loyalty on your community account creation. Did you activate in 2018? Otherwise similar to me....on day 361 of each yearly cycle the extra $1 loyalty reward will appear in your rewards account. That would have occurred 10 days ago for me had I not suspended in protest to the $3 rate hike to my plan but I expect to see it in 3 days.

If you have 3 referrals showing but only $2 in rewards then one of your referrals is suspended for non payment.

@CountyDownIeUk

Follow up on your ticket. I found out my last (3rd) ticket for my May RAF was closed the next day without telling me by some idiot who decided my referral and I were ineligible because it was activated on June 6th?!! I had to argue the point and submit the May RAF promo email, the time stamped activation screenshots and screenshots of the activation for the bf's referral that was completed 6 hours after mine that is currently recieving the bonus $5 credit monthly. Not happy nor patient now.

CountyDownIeUk · ‎08-03-2022

@Leo1967 wrote:
I have already seen that but I thought that I am on the 4th year and by now I should receive $3/30 days and on September I will get $4/30 days
Another question I have is why I do not receive $3 for the referrals but only $2 ?

@Leo1967
You are not the only one with that problem ..... I have 2 accounts that way and have contacted a CSA, which is no help (and admits he cannot help) and was waiting for a reply to the ticket created on July 23 (by the CSA) with a 3-5 day wait. And today is Aug 3 with NO response. it's like nothing will happen for you, me or any one else.

CountyDownIeUk · ‎08-03-2022

I believe if you go into My Rewards and click to join or learn about points...it will tell you the actual date of your next step up in loyalty... JUST DON'T CLICK AND CONFIRM TO JOIN.

And if they can do it there...why not be in our My Account or My Rewards in our profile? It's amazing what PM "can" do and make work flawlessly yet be so sloppy and nonchalant about fixing other stuff.

@Leo1967 and @everyonelse

To see your next loyalty date of increase.

Go into My Rewards and click "Discover Public Points

Then you will see the date of your next "COLA" (COST OF LIVING ADJUSTMENT 🙂 )

CountyDownIeUk · ‎08-03-2022

Your payment cycle is every 30 days.

Your Loyalty Reward, of course, is once a year or every 365 days.....not 12x30 = 360 days.

Your loyalty reward will show in your My Rewards after your 12th payment to apply to your 13th payment.

Timer · ‎08-02-2022

@Leo1967

can't open a ticket contact to support team by private message CS_Agent for your loyalty rewards,

for your other a Q, about refer a friend. ask your friend they are still with PM active. is yes then your friend need to contact to CSA, to them check it in them account your code is there.

JL9 · ‎08-02-2022

Definitely look into this and get it sorted out so you are getting the correct rewards. If there was an error they should be able to manually fix that. On the bright side at least you are on the old rewards bc the new rewards are utter dogsh1t

hairbag1 · ‎08-02-2022

@Leo1967 wrote:
I have already seen that but I thought that I am on the 4th year and by now I should receive $3/30 days and on September I will get $4/30 days
Another question I have is why I do not receive $3 for the referrals but only $2 ?

In My Rewards / Refer-a-Friend...click Show Details to see how many of your referrals are still Active and you should get $1 for each account that is currently Active. Maybe one of them has gone elsewhere and closed out their account without letting you know.

Leo1967 · ‎08-02-2022

not yet had a problem opening a ticket

BKNS27 · ‎08-02-2022

@Leo1967

If you activated your SIM and joined this Community on September 16, 2019.
You should get $2 credit/month until September 17, 2022 and will get a $3 credit/month.

If your account show $1 credit then you should contact a CS_Agent to have it adjusted to $2/month.

softech · ‎08-02-2022

@Leo1967 wrote:
I have already seen that but I thought that I am on the 4th year and by now I should receive $3/30 days and on September I will get $4/30 days

@Leo1967 but you never aware you missed the loyalty reward until now?

anyway, you opened a ticket yet? they likely won't reply tonight, but open the ticket now..

Leo1967 · ‎08-02-2022

I never suspended my account

Leo1967 · ‎08-02-2022

I have already seen that but I thought that I am on the 4th year and by now I should receive $3/30 days and on September I will get $4/30 days

Another question I have is why I do not receive $3 for the referrals but only $2 ?

hairbag1 · ‎08-02-2022

Log in to your account / My Rewards / click on Go to Rewards Portal...then View Rewards To Date. You should see how much Loyalty Rewards you've collected since you started your PM account.

If the math doesn't add up....use suggestion from above to contact a CSA to look into the deficiency. If you should have more Loyalty Rewards...they'll make it right ,100 % as they say.

darlicious · ‎08-02-2022

@Leo1967

As long as you haven't accidently switched to points then you should be recieving $2/30 days changing to $3 after your renewal in September. Have you ever suspended your account? Have you ever gotten your loyalty rewards? You can check back up to 12 months in your transaction history and check your total rewards earned in your rewards account.

softech · ‎08-02-2022

@Leo1967 So, you still only getting $1/cycle from the Loyalty discount?

you checked My Rewards and it is showing that too?

You should open ticket with PM Support to get it sorted out

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there