- last edited by
computergeek541
For context, I submitted a ticket requesting to get my 250GB of data for 150 days promo back because I did not know that changing my plan would get rid of the bonus data. I hear back from clau telling me he can provide me with $15 reimbursement for the plan but cannot give back the 250GB of data (Screenshot 1). I tell him that this is not what I asked for as my initial request was to get the 250GB data back. and then his reply (Screenshot 2) felt threatening and gave me no other choice but to accept his $15 reimbursement but not get anything else. As a loyal customer with public for over 5 years, I do not appreciate being given an ultimatum and thus I will be leaving public after this month.
Screenshot 1:
Screenshot 2:
I am writing to file a formal complaint against Public Mobile regarding their recent changes to their loyalty program and the handling of bonus data offers. I believe these actions have been deceptive and unfair to consumers like myself.
Public Mobile recently transitioned their loyalty program to a points-based system, and as part of this transition, they offered a bonus data promotion for 150 days at no additional cost. However, there was a crucial detail buried in the fine print that was not adequately communicated: if a customer downgrades their current plan, the bonus data would not be honored.
Regrettably, I unknowingly downgraded my plan and subsequently lost access to the bonus data. When I contacted customer service to seek compensation for this oversight, they initially agreed to provide a $15 credit to my account as a resolution. Relieved by this gesture, I accepted the offer.
However, to my dismay, Public Mobile later reneged on their agreement to honor the $15 credit. This sudden change further exacerbates the frustration and dissatisfaction I have experienced throughout this ordeal.
I find Public Mobile's actions to be misleading, deceptive, and ultimately harmful to their customers. By failing to clearly communicate the terms and conditions of their promotions and then retracting promised compensation, they have demonstrated a lack of integrity and respect for their patrons.
As a consumer, I expect transparency, fairness, and accountability from the companies I engage with. Public Mobile has failed to meet these expectations.
I have reported this to CCTS.
Screenshot 1:
Screenshot 2: going back on their word
update: I accepted the message and this was Clau's reply. I don't understand what is wrong with Customer service's attitude. I can't wait to leave public as soon as the month ends.
@pmbc wrote:@Fatfin Did you change to a lower value plan? In my notification it did advise that the "bonus" data would expire if you change to a lower value or incompatible plan.
They probably could have been a little nicer about it, but they were under no obligation to give you the $15 credit.
I beg to differ that customers were notified of the condition about not being able to downgrade plans. Customers were supposed to receive a text message and e-mail message advising them of that condition. While I do know about the condition as per communication from Public Mobile direclty to Oracles, as a customer, I was never directly informed of such a condition. While I received a text message saying that the I received a free add-on, the text message and e-mail explaining what the add-on was really for and about the condition of downgrading price plans causing loss of such add-on was never sent to me (and wasn't sent to some others either).
@Fatfin Did you change to a lower value plan? In my notification it did advise that the "bonus" data would expire if you change to a lower value or incompatible plan.
They probably could have been a little nicer about it, but they were under no obligation to give you the $15 credit.
