Rewards

[skitzer999]

Hi 

I am on the $15 month plan and I am registered for auto pay and I started getting the 1 year bonus.  At the end of August I lost my phone and suspended my account by reporting Lost or stolen.  In mid September I found my phone and reactivated my service again. Upon reactivation of my service I had to make a payment but I did not receive any of my rewards.  I would like to know why?

skitzer999

[popping]

@skitzer999 

On reactivation, PM server always wants subscriber to pay full plan cost.

Your reported your phone/SIM lost less than 60 days(from end of August to mid September), there is no adjustment of your anniversary date.  Create a support ticket to ask CS Agent to credit your missing rewards.

If your account is in a suspended state for more than 60 days in a year, your Loyalty Reward will be delayed by the number of days your account was suspended

https://www.publicmobile.ca/en/on/get-help/articles/the-loyalty-reward

[darlicious]

@skitzer999 

This is a known glitch. Just ask a CSA to apply your rewards manually. Happy to hear you got your phone back! If my bf was so lucky.....mind you he may have smashed his screen on the Sonim XP-8 but he still has it 6 month's in!🙄

[Anonymous]

@skitzer999 

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck.

[softech · Accepted solution]

@skitzer999  Yes, with a report Lost/Stolen, the account got suspended and it will wipe out all the eligible rewards.  But no worry, open a ticket with PM, the Customer Support Agent will be able to honour the rewards and put them all back.   

You should see the reward next month for sure.  Not sure with the current one you just paid, you might want to check with them as well 

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