Rewards Point

[sushan9e]

I have been a Straight talk user for a decade now. I enrolled for Straight Talk rewards program in March 2016. I have been happy with the service I have had with Straight talk until yesterday. I had close to 9000 rewards points in my account which could have been redeemed for 2 months worth of service and I still have documentation for that from my activity page on my account. I was out of country in December 2019 for a little longer than a month which is a regular occurrence for me every year. I was out of country for a month in 2018 and 2017 as well. Now when I am out of country, the phone is out of service as straight talk does not provide service in the country I visit. So far it has never been a problem but this time when I came back and started using my phone, I noticed that all my rewards points have disappeared. The first customer service representative questioned how did i know i had those many point and disappeared after 20 odd minutes. So I had to call again. After talking to the second customer service representative for almost an hour, I was informed that my rewards points are removed because the phone was out of service for more than 30 days. This is ridiculous. If you have changed your policy about reward points, as a customer/user, I should be informed so I can make plans to accommodate such change in policy. Now, when I was out of country for more than a month in 2017 and 2018 this rule was definitely not there. It feels so frustrating that you will just remove point that I have accumulated over the years just like that without informing. I feel so bothered. The customer service representative told me that as much as I would like to offer you help, the most I can do is extend your service by 5 days. Really? The rewards points I had was worth 2 months worth of service + some more points. You are going to take that away and offer me 5 days of service. I am extremely dissatisfied with Straight talk now.

[ST - Mark]

Hi sushan9e. My name is Straight Talk Mark. We do apologize for the trouble we have caused you. We need to take this issue offline so I can address it further. Please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.

[sushan9e]

Thanks. I have checked the message and contacted straight talk again but I was not given any resolution. Is there any way I can get some help with this? thanks

[ST - Mark]

Hi sushan9e. My name is Straight Talk Mark. We're sorry to hear that your issue was not resolved. Yes. We are determined to help you with your issue. Kindly check again your Forum inbox for a private message. You can also use our self-service menu by simply texting the word HELP to 611611. Thanks.

[sushan9e]

I have called Straight Talk twice since I posted here last time. I was not given any resolution. They simply deny any resolution.

They want you to know the terms and conditions of the rewards points but they do not know what they are themselves as I have been given various versions of the terms and conditions by various representatives.

I feel sorry that I have used Straight talk for a decade and they do not really care about their customers.

[ST - Mark]

Hi sushan9e. My name is Straight Talk Mark. Our sincere apologies for the delay in resolving your ongoing issue. This is definitely not an experience we want you to have. Give us another chance to make it right for you. Please check again your Forum inbox for a private message. You can also text the word HELP to 611611. Thank you for being one of our long time customers.