Public Mobile, a prominent telecom provider in Canada, has initiated a significant shift in its customer rewards program, stirring varied reactions among its subscribers. The company has begun the process of transitioning its users to a new Public Points program, a move that has generated discussions and concerns among its clientele.
According to a report by iPhone in Canada, some Public Mobile customers received notifications via text informing them of their enrollment in the Public Points program. The telecom provider assured its customers that it was in the process of setting up their profiles, a task that could take up to four days to complete. Customers were told they would receive a notification once the setup of their profiles was finalized.
This transition to the Public Points program was not entirely unexpected. Public Mobile had previously announced its intention to phase out its existing rewards program in favor of the new points-based system in May 2024. As part of the transition, the company provided a ‘welcome present’ of five points, equivalent to $5, to the customers it transferred to the new program.
However, this change has been met with a considerable amount of resistance from the Public Mobile customer base. Earlier in the year, a substantial number of Public customers lodged complaints with the Commission for Complaints for Telecom-television Services (CCTS) regarding the discontinuation of the legacy rewards program. In an attempt to appease its customers, Public Mobile offered some subscribers 240GB of bonus data as a gratitude gesture for their continued loyalty. Despite this, many customers voiced their dissatisfaction, pointing out that the bonus data offer held minimal value to them, especially considering that most Public plans already include ample data allowances.
The core of the dissatisfaction stems from comparisons between the old rewards program and the new Points program. Under the former system, customers had the potential to earn up to $60 a year in credits as a loyalty reward, accumulating $1 every 30 days for each year they were with Public, up to a maximum of $5 every 30 days. In contrast, the new Points program allows customers to earn a maximum of only $10 for each year of loyalty.
Amid these developments, Public Mobile has also revived its Canada-U.S. plans, a feature that had been removed roughly a month prior. This reintroduction suggests that, despite the controversy surrounding the new Points program, Public Mobile is continuously seeking ways to enhance its service offerings and address the needs of its user base.
As Public Mobile moves forward with its transition to the Public Points program, it is clear that the company is navigating a complex landscape of customer expectations and loyalty incentives. The switch reflects broader trends in the telecom industry, where providers are constantly evolving their strategies to retain customers and foster long-term loyalty. However, the outcome of this transition and its impact on customer satisfaction in Canada remains to be seen.
