issue with payment

[jamiljimenez]

hi i need helps 

[esjliv]

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@jamiljimenez wrote:

when i open rewards i can see something said:    SAY HELLO TO PUBLIC MOBILE POINTS.         I never switched to this I only charge my debit card to credit card in autopay

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@jamiljimenez  - I see that "SAY HELLO TO PUBLIC MOBILE POINTS" message to in My Rewards too, but I am on the old Rewards program. So, you may be okay here.

It would be the next stages of acceptance that you would have to make in order to officially OPT IN.

Do you recall clicking the below box to 'agree to updating my account...terms and conditions' ?

As for the rewards not applying as past renewal, credit cards companies can show both Pending and Authorized/Approved charges. Sometimes there are multiple Pending charges showing during activations or renewals, but when the payment gets authorized, the incorrect amounts will fall away, then the real one will stay.

If these end up being Authorized/Approved charges and the missing reward values are not showing in your Available funds area, then contact Public Mobile Customer Support Representatives (CSA).

[dabr]

@jamiljimenez   AFAIK you can only switch to the new points system by accessing the Rewards page which means signing into that portal and there is a second (final step) that asks if you are sure you want to switch to the new points rewards.  Unfortunately, if you did switch, then there's no going back.  Others have confirmed this. 

If you're saying you never took any of those steps, then you still need to contact support using the earlier links as we cannot help with anything that requires account access.  Everyone responding here are fellow customers and can only give troubleshooting tips/advice which might work for many issues except anything requiring account access.

[jamiljimenez]

if is in the new rewards can someone helps me to go back to the old or how i can do please help me

[jamiljimenez]

when i open rewards i can see something said:    SAY HELLO TO PUBLIC MOBILE POINTS.         I never switched to this I only charge my debit card to credit card in autopay

[jamiljimenez]

if is in the new rewards can someone helps me to go back to the old or how i can do please help me

[jamiljimenez]

when i open rewards i can see something said:    SAY HELLO TO PUBLIC MOBILE POINTS.         I never switched to this I only charge my debit card to credit card in autopay

[jamiljimenez]

my plan is $15:00 from February 9 2020. never was suspended.  I can see my rewards of loyalty and autopay but wasn’t  applied to my credit card. 15.00+GST =16.95  - $2 autopay -$2 loyalty  from 2 year= 12.95$ . I got charged in my credit cards 16.95$

[dabr]

@jamiljimenez   Then you won't see the rewards being applied until your next renewal as I mentioned earlier.

edit:  oops, sorry I misread your reply as saying it had been suspended @jamiljimenez   Submit a ticket or send a private message and customer support will be able to add back any missed rewards to your account.

[jamiljimenez]

hi my account never was suspended

[computergeek541]

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@jamiljimenez wrote:

i see that rewards of loyalty and Autopay in public  mobile account but not applied in my autopay credit card.  They change charged the full amount to my credit card

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Please remember that tax gets added on top of the $12 (factoring in your rewards).

[dabr]

@jamiljimenez    You'll need to submit a ticket or send a message using the links from earlier.  Since it's the weekend, the response time to hear back might take longer than the normal 2 hours.  Keep checking your message box top right for any response.

[jamiljimenez]

i see that rewards of loyalty and Autopay in public  mobile account but not applied in my autopay credit card.  They change charged the full amount to my credit card

[softech]

@jamiljimenez 

was it just this renewal without the rewards? ot has it been couple renewals without?  Check Transaction history to see if they apply any rewards discounts in the last couple renewals.

Also, can you login to My Rewards site and confirm if you are on the old rewards system or new?? if you see everything showing with a dollar value, you are on the old one still.  But if it shows Points, then you have switched to the new one somehow

[dust2dust]

I don't suppose you switched to the points system.

[dabr]

@jamiljimenez    Has the payment reflected that you're not getting the autopay and loyalty rewards any longer? 

Try clearing cache/cookies and use incognito mode to login into your account and select Payments option from the left hand side of page and you should see a summary of your payment due and any rewards you are receiving.  If you don't see any rewards, then submit a ticket via chatbot and ask customer support to take a look at your account.   Here's a link for the chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or send private message, if unable to submit a ticket, to CS_Agent here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

BTW, if the account was suspended temporarily then rewards are not applied until the following renewal.

[Timer]

@jamiljimenez 

use browser from computer,and clear cache and cookies and use one page inPrivate mode,

or safari on private mode,to Login Page Rewards

it's will be showing to you all rewards.

if not see it then contact to support team by CS_Agent

[jamiljimenez]

I have  this plan of $15:00 from 2020. im not no getting the $2.00 of autopay and &1:00 of loyalty my xxxxxxxxxxxxxxxxxxx

edited by computergeek541: phone number removed

[computergeek541]

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@Timer wrote:

@jamiljimenez 

use browser from computer,and clear cache and cookies and use one page inPrivate mode,

or safari on private mode, To Login Page

you will get verification code by email or SMS
and inserting the 6 digit number and not press anything
just wait a 5 second automatically be login,,

and go to payment,,, manage payment method and update card information and save payment.

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The customer hasn't provided any details, so the above might be unrelated to the issue that the OP is having.

[Timer]

use browser from computer,and clear cache and cookies and use one page inPrivate mode,

or safari on private mode, To Login Page

you will get verification code by email or SMS
and inserting the 6 digit number and not press anything
just wait a 5 second automatically be login,,

and go to payment,,, manage payment method and update card information and save payment.

@computergeek541 

sorry mistake understand.

[dabr]

@jamiljimenez   What is the issue with your payment?  Can you provide more details?

[jamiljimenez]

hi