Originally Posted by
bhlombardy
PC Optimum needs to get their sh#t together.
First story:
Every time there's a special offer at SDM (eg on PlayStation cards) I wind up waiting 4+ weeks, and then have to submit a claim, wait another week or two, and then, FINALLY get my points. And I know it was from the missing points claim, because the way they are awarded in the transactions says as much. -- Like clockwork, every single time. It's only on these rare special offers. Anytime I'm collecting regular points, no problem, but these special offers I have to wait and fight for these points. And I'm not the only one. Two of my other friends have the same issues. Oddly enough, I don't have this problem at Superstore. Just at SDM... and it doesn't matter which SDM I shop. Always the same issue. God forbid I should make the same transaction twice (when it's permitted) then you're on the phone with them fighting harder for the second one because it's a completely different transaction.
Second story:
One of those same friends mentioned above has had his account locked since the first week of September (a full month now) due to "suspicious activity" on his account (so a PCO call center agent tells him). After jumping through the hoops of questions (like he's playing Who Wants to be A Millionaire), he verified absolutely every facet to confirm his identity.. so they know it's him. He tells them, flat out... "That transaction was me. I've confirmed it. You can go ahead and unlock the account now." (paraphrased, obviously, I wasnt there.)
They said it had to go to the security team to get unlocked. That was a month ago. He's called twice since then and no dice. Just being told it will be escalated to the security team.
The guy is sitting on over 250,000 points ($250) that he can't use. What's worse, he was one of the individuals given the offer last week for 2x redemption. He could (and would) have spent that $500+ in store, but because his account is locked out... he couldn't use it. He spoke (graciously) to the store manager, who is equally pissed off because that's money in sales that the store didn't get.
He can earn points, just fine, but he can't redeem them. And the agents can't do squat. Not their fault, it's the way the whole cockamamie program is set up.
Scene+ isn't great, but I have to give them credit that it actually works as advertised. AirMiles has their occasional hiccup but quickly resolved. But PC Optimum is by far the most unpredictable and problematic loyalty program I've seen.