Refer-a-Friend reward missing after plan upgrade

[Matthias321]

Hi, 

I referred a friend when we both signed-up one year ago. She just upgraded her plan and her 5$/month reward disappeared and she paid full price for the last bill. Are refer-a-friend rewards supposed to disappear when changing plan ? 

[Anonymous]

@Matthias321 

all rewards it's in account is not with plan,

for reward missing after plan upgrade or check it out with your friend is still with public mobile or suspended because missing payment, is happen and when your friend make a payment you will see it at your account the reward,
but if your friend has account Active then you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to them 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,and Submit a Ticket,

• 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. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• account 4 digit pin,
• 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:
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         Good Luck...

[t_p]

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@Matthias321 wrote:

Hi, 

I referred a friend when we both signed-up one year ago. She just upgraded her plan and her 5$/month reward disappeared and she paid full price for the last bill. Are refer-a-friend rewards supposed to disappear when changing plan ? 

---

@Matthias321 

Do you mean your friend has referred other customers (and the rewards consist of , say, $2 autopay and $3 referrals)?

In that case she should contact CS to have them added back manually (provided the referees are still active PM customers of course):

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.

[hTideGnow]

@Matthias321   Friend referral won't get affected by Plan Change.

Did you friend ever manually click Lost/Stolen?  The reward will only disappear if account was suspended by Lost/Stolen, but still you can open a ticket to have PM to add it back after

Either way, have your friend to check with PM:  click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

1. Type: My rewards are missing,
2. click on "Refer A friend",
3. click on "Yes, I'm the referred customer',
4. click "Click here to submit a ticket" .
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[Dunkman]

@Matthias321 

It is likely a promo monthly discount which disappeared with plan change.  You could check the terms and conditions of the promo.  

The refer-a-friend rewards is only $1/month credit for each friend referred and will not change if you change plans.  This reward will disappear if the friend leaves PM. 

[walker1 · Accepted solution]

@Matthias321 

If it was a promotional reward, it probably dropped off because of the plan changes.  Probably due to the terms and conditions of the promotion when activating the plan.

But if they were true referral code rewards, then they shouldn't disappear due to plan changes. You should then contact a CSA for help with that.