Before signup, reps + web said +2GB for $35, +0.5GB for $25 if AutoPay: but not showing in plan

[Trikenstein]

Hi,

Before I signed up (around mid July 2021) an online chat with a rep and I also saw on PM web site that If I selected AutoPay there will be data bonus. Something like:

+ 0.5GB for the $35 plan

+ 2GB for the $35 plan

I signed up for these 2 plans on 2021-07-19. But these bonus don't show up in plan details.

What is the reason?

[darlicious]

@Trikenstein 

Public Mobile has both an advantage and a disadvantage with the community. They get dirt cheap customer service from the community. Unfortunately the community knows most of the ins and outs and when CSA's are wrong....whereas at any other provider you have to take their word for it or their NO you didn't apply the promocode at activation so you do not qualify..... but here we know better and as a result we can often tell the CSA or pm what's what and this is what we want.

I was given great advice two years ago when I first joined and had a two day argument with a CSA over my very first community reward of $2 that I earned but it disappeared inexplicably. "Get a second opinion." I conceded to the first CSA and sent a new message answered by a different CSA who 5 minutes later applied my $2 reward. If you don't agree with a CSA's answer come to community we will set you straight! Or better yet like you did....come here first.

It took some persistence and some encouragement but you got want you wanted in the end!😃

[JK8]

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@Trikenstein wrote:

End of the ordeal. I wrote to the CSA asking to escalate the case to a manager. Another person answered the private email and was able to make the 2GB bonus permanent.

Not sure how this company operates. I hope it is legit.

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Definitely legit. Part of the Telus family.

[Trikenstein]

End of the ordeal. I wrote to the CSA asking to escalate the case to a manager. Another person answered the private email and was able to make the 2GB bonus permanent.

Not sure how this company operates. I hope it is legit.

[Anonymous]

 @Trikenstein : @darlicious would have a better answer for that. My opinions are my own and likely much in the minority. 🙂

[Trikenstein]

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@Anonymous wrote:

The regulars around here have a pretty solid idea of what happens here. We also know that some CSA'S are woefully misinformed.

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If I got the wrong CSA, is there anyway to escalate to another CSA?

[Anonymous]

 @Trikenstein : So I'll say it...I think you did alright considering you didn't fully follow the method of the actual promo.

The regulars around here have a pretty solid idea of what happens here. We also know that some CSA'S are woefully misinformed.

[Trikenstein]

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@darlicious wrote:

The CSA you are dealing with is WRONG. An email registration is not required for this promotion but you could sign up to receive a copy of the promocode.

 I am afraid CSA knows what he/she was doing. Answered my private email saying that he/she had done best possible but the only promocode which could be used in my case is the one with 6 months limit. Advised me to wait for future promo. Especially around holidays.

Not sure how I would be aware of the promo. For now, let's ride that 6 months and I'll see. Maybe by that time we'd probably learn to adjust the habits to live with 3GB. Or maybe by some miracle a lottery comes up and maybe I could qualify for a more permanent bonus.

[darlicious · Accepted solution]

@Trikenstein 

The CSA you are dealing with is WRONG. An email registration is not required for this promotion but you could sign up to receive a copy of the promocode. I received this one on July 9th.

[JK8]

@Trikenstein 

Definitely take the advice of  @dabr and contact CSA again referencing the permanent data offer.

https://productioncommunity.publicmobile.ca/t5/Announcements/FLASH-SALE/m-p/714022

[Trikenstein]

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@Anonymous wrote:

visit  HERE to you check out for Terms and conditions

* Activate on any plan $35 or more and get a free 2GB recurring data bonus for a limited time. ...

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Hum ... it looks like I need to learn to read between the lines before I jumped into the PM eco system. Are there a lot of word play like that in other PM promotional practice ?

I don't know the difference between activating in store and at home with regards to the bonus system. The guy at the store did offer to activate the SIM for me. But when he asked for some info to input into the computer, there was a lot of confidential info which I felt uncomfortable to give out. Especially I was told that I could activate the SIM myself.

[dabr]

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@Trikenstein wrote:

I am afraid I am stuck to the 6 months limit. The CSA answer clearly states "The promotion at that time was for a 2gb for 6month on a $35 rate plan or more"

By the link Flash Sale (August 13 to August 16)  given a few posts above. It appears a new customer joining one month after me would have a much better deal (ie. +2GB permanently). I have answered to the CSA asking why there is such difference between 2 seemingly identical customers.

Any recourse in case CSA will say no? Cancel plan and wait until the real permanent 2GB bonus comes back to signup at the right time?

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@Trikenstein    Despite the "flash sale link" which has been announced a couple of times at least which have stated only a 2 or 3 day window of activation for receiving the reoccurring 2GB bonus data, this promo has been available for a much longer timeline and is, in fact, available today (outside of the "flash sale dates"). 

Here's a post from one of the oracles (computergeek541) discussing this particular promotion.  So I would still go back to customer support and ask for the correct bonus to be applied.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/is-2GBBONUS-still-on-after-tonight/m-p/...

[Trikenstein]

I am afraid I am stuck to the 6 months limit. The CSA answer clearly states "The promotion at that time was for a 2gb for 6month on a $35 rate plan or more"

By the link Flash Sale (August 13 to August 16)  given a few posts above. It appears a new customer joining one month after me would have a much better deal (ie. +2GB permanently). I have answered to the CSA asking why there is such difference between 2 seemingly identical customers.

Any recourse in case CSA will say no? Cancel plan and wait until the real permanent 2GB bonus comes back to signup at the right time?

[darlicious]

@Trikenstein 

Ok you activated online at home not at a retail location? The CSA added a promotion that was available for in store activations. Maybe you got a new CSA that didn't know the difference or added the wrong promocode to your account. Reply to your last private message and change the subject title to incorrect promocode applied and make sure 2GBBONUS is applied....I have a feeling BONUS2GB or something else has been applied.

The $25/1gb  plan is normally 500mb+500mb data bonus w/autopay as is the $35/3gb plan is 2.5gb+500mb w/ autopay.

If you get a different CSA just explain the promotion you activated on was 2gb of bonus monthly plan data for as long as you keep your rate plan and the CSA must if put the wrong promocode on your account.

[Anonymous]

@Trikenstein 

but at Terms and conditions, not say that offer has 6 month, but maybe the PM CS_Agents have given you a bonus only, but you can go back to them to asking why!

visit  HERE to you check out for Terms and conditions

* Activate on any plan $35 or more and get a free 2GB recurring data bonus for a limited time. For a limited time only. Offer available to new customers who activate online. 2GB recurring data bonus will be applied to activations on $35, $40, $50 and $70 rate plans with the use of the promo code. Offer excludes $15 and $25 rate plans. Bonus data will expire if the account becomes inactive or the rate plan is changed. Please note it may take up to 2 business days for bonus data to be applied. This promotion is not stackable with other in-market offers. This offer is subject to change without notice.

and also Managing Your Data Usage visit  Here to save your data.

[dabr]

@Trikenstein    I believe PM CS Agents have given you the wrong bonus data and you may need to contact them again as the promotion that has been available is for a reoccurring 2GB bonus data (forever as long as you don't change from that plan).  The 6 month bonus data may have been a different promotion, but I would ask that they give the current promotion as you activated within the period it's been available.

[JK8]

@Trikenstein 

Contact the CSA again and ask them why only 6 months when this promotion is for as long as you are on the $35 plan.

https://productioncommunity.publicmobile.ca/t5/Announcements/FLASH-SALE/m-p/714022

[Trikenstein]

Got answer from CSA who has added the 2G bonus to the $35 plan. As for the $25 plan the explanation was "The $25 rate plan was 500mb+500 with auto pay(no other promos for the $25)" so now I understand why I have 1GB on that plan (didn't know it normally has only 0.5GB).

However, reviewing the details of the $35 plan, it appears that the 2GB bonus will disappear in 6 months. This becomes confusing b/c the +0.5GB for autopay in the $25 plan seems to be permanent. But the +2GB for $35 plan is limited to 6 months.

I am not nitpicking, it's just a new logic that I am not yet familiar with. I have purposedly chosen PM which costs half price than our previous everything unlimited plan from another provider. I know there are some limitations. So far we are doing almost OK, need to learn to adapt to the limited cap.

[darlicious]

@Trikenstein 

Just communicate to the CSA that you remember being told during your web chat that there was an extra 2gb of data promotion for plans $35+ and the 500mb data bonus when you sign up for autopay for $25+ plans ( $15 plan gets 250mb) but you don't remember anything about a promocode being needed to get the extra 2gb bonus.

The only real promotion of this other than a link to the email registration page that was floating around the community in a few different threads for all of June and July was the announcement of a one day flash sale in early August and then this one on the weekend announced on Friday.

FYI...when opening a new support request by private message include the necessary verification info in lines#1 and #2. This instantly covers 4 back and forth messages saving both you and the CSA time. Depending on the volume of requests and their urgency each message having to be sent takes a minimum of 10 min up to 30 min  on average.

That's just to verify you are the account holder and managing the other account which you must verify as well. There's nothing wrong with stretching your CSA interaction out over half a day or more but most prefer have it dealt with quickly once a CSA reaches out. Include all the info required and it most circumstances your first message will likely read as follows:

"Thank you Trikenstein for reaching out to CS Team.  I have reviewed your account and verifidd that you are the account holder. I have added the XXX as per your request. If you have any additional questions I am at your service. Have a great day!"  CS Agent 

Unless I have a follow up question.....I thank the agent and ask for a review link. And wish them well. The CSA will follow up with a review link. The request was fulfilled in 10 minutes and can end there but out of courtesy two more messages are sent which then adds another 15 or 20 min to your CS support interaction.

Fingers crossed🤞🖕

[Trikenstein]

@darliciousthank you for the detailed instruction. I did write a private message to CS_Agent, advised by members answering to my post.

I mainly explained that I didn't know about the promocode. I just thought any bonus I was entitled to would be applied automatically at activation time.

I only mentioned the activation date and the two account numbers. I suppose the CA agent would get all the account details with the account numbers. If anything missing, he/she will probably ask me for more details in subsequent messages.

[darlicious]

@Trikenstein 

Thank you for clarifying. The autopay data bonus should show in your accounts as included in the plan data bucket/counter at 1GB and 3GB respectively.

Contact the CSA's and explain the situation. It's common for the web chat people to be wrong or forget to mention things, the promocode was poorly promoted at that point and you could have thought mistakenly that a referral code was a promo code and an activation itself can be stressful. I have certainly had a few of those and been completely frustrated and flustered that it's amazing my tablet is still intact.

Most CSA's are very forgiving as sometime in the future pm will mess something up and you will return the favour of being very forgiving. It's like that around here....a little give and take. Instead of your mobile provider just take, take, taking.....

If you run into resistance close your ticket private message me and you can start a new request. You may prefer to send a private message...I will supply you with my method.

Spoiler

 

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's(formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

  To send a private message to the moderators click below : https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[dabr]

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@Trikenstein wrote:

@darlicious 

> Did you activate the $25 plan or the $35 plan?

Note sure how to quote your message. I recopied it manually above. I activated up TWO plans $25 and $35. From the conversation I had with the online agent before signing up. He said that I would get the bonus if I activated before end July 2021 and setup autopay.

Maybe he mentioned about the promo code but I didn't remember about this instruction when I activated. To tell you the truth at that time, I was mostly focusing of having correctly transferred my old numbers to PublicMobile. I didn't pay attention to any promocode.

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@Trikenstein   If you're on a desktop then after hitting Reply, click the 3 dots above the post which expands the toolbar, then select quotation marks (99).  If you're using your phone, then I believe you won't get the option to quote although some devices allow for that option if turned to landscape mode.

As for the bonus data, 500MB bonus for all plans $25+ is automatic as long as you've enabled autopay once you've added your CC/Debit Visa/MC.

The 2GB bonus data is only available for plans $35+ but the code 2GBBONUS needed to be added when you activated as has been mentioned previously by @hTideGnow  and @NDesai.  As already suggested, you'll need to contact customer support and see if they will add 2GB bonus data as a gesture of goodwill on your $35 plan.  

[darlicious]

@Anonymous 

I agree to a point. Good customer service is key to a successful business most of the time. When other parts of your business fail to live up to customer expectations good customer service will be able to retain those customers. 

We know the pm web chat sales people often make mistakes, pm has glitchy everything, autopay fails, weird stuff occurs in one of my accounts all the time. Why do I stay other than the obvious? Freebies and good customer service.....and I have high expectations when it comes to customer service. Once telus failed to deliver good customer service to me after 20 years of loyalty I ported to pm the next day.

One good deed to start a relationship with a new customer can keep them for life. First impressions are very influential. You always want to have a good one.

[Trikenstein]

@darlicious 

> Did you activate the $25 plan or the $35 plan?

Note sure how to quote your message. I recopied it manually above. I activated up TWO plans $25 and $35. From the conversation I had with the online agent before signing up. He said that I would get the bonus if I activated before end July 2021 and setup autopay.

Maybe he mentioned about the promo code but I didn't remember about this instruction when I activated. To tell you the truth at that time, I was mostly focusing of having correctly transferred my old numbers to PublicMobile. I didn't pay attention to any promocode.

[Anonymous]

 @darlicious : Do the mods and PM people here make commissions and tips?

In this kind of situation it's snooze y'lose as far as I think. Like you and I when we first arrived.

[darlicious]

@Anonymous 

That's because you probably always had a salary or a proper wage. If you have worked for tips or commission you are much more incentivized to satisfy the customer.

[Anonymous]

I would be much more brutal with promo eligibility. You don't fulfill the requirements, you don't get the promo.

[darlicious]

@Trikenstein 

Did you activate the $25 plan or the $35 plan?

[darlicious]

Geez the only one here was Simple--Simon and by the time I compile all the info required to answer the question half of the hood showed up! I could only imagine how fast I would be if i had 8 fingers typing instead of one!👋😃🖐

[darlicious]

@Trikenstein 

Did you apply the promocode 2GBBONUS? If not and you activated online you can use the info supplied that didn't answer your question but allows you to create a support ticket thru Simple--Simon to contact the CSA's and have it added to your account. It will appear on the left hand side and look similar to this.....

As long as you are signed up for autopay the extra 500mb data bonus should be included in your data counter on your overview page. It should look like this...

2.5GB +500MB Autopay bonus data at 3G SPEED.............0/3072MB.

[HALIMACS]

@Trikenstein 

You needed to have used the promo code during activation. 

Try asking the Customer Support Agents (nicely) if they'll apply it by clicking here 

You’ll need to be logged into your Community account for the link to work.