PC Optimum accounts are being frozen and suspended. So why is the program still allowing these members to continue to earn points?
Last week I appeared on Global News BC discussing loyalty programs freezing members accounts after a long time user of PC Optimum had their account frozen. PC Optimum will only tell them they breached the terms of the program – nothing more.
But what is peculiar about this situation, is the account is not frozen from earning points, just for redeeming points so that struck me as a bit odd. PC Optimum wants this person to continue earning (ie spending at their stores, earning on the credit card etc.) but in turn won’t let them use the points? Normally, when an account is frozen due to a breach of terms – it done so for both earn and burn, well, in reality a breach of terms typically means your account is terminated right there on the spot so you cannot earn or redeem.
JUNE 7 UPDATE: The gentleman in the Global BC story reached out to Rewards Canada to let us know his account has been fully reinstated by PC Optimum! We also had another reader of ours who after not hearing from PC Optimum for weeks as to why their account was frozen, has now heard back and also had their account reinstated.
JULY 24 UPDATE: RWRDS Canada has been in contact with PC Optimum and so far they are only sharing the following but hopefully we’ll be able to learn more as the frozen account situation just seems to be escalating:
“(PC Optimum) are aware of and actively rectifying the frozen account situation. (PC Optimum) are exploring ways to ensure this doesn’t continue to happen to accounts in good standing and how to best communicate to members if their account is at risk.”
And if you look at the communication from Loblaw to this customer and a follow up to Global BC they state this customer’s account has been suspended. So how can he still be earning points if the account is suspended?
— June 3 6:15pm MT Update:
I did some further reading of the PC Optimum program terms and conditions and it appears that suspending an account is different than terminating an account or in PC’s case cancelling an account:
We may, at any time, suspend or cancel your participation in the Program, if, in our view, you have abused any Program privilege, failed to follow these Terms and Conditions, or made any misrepresentation to us or to any entity associated with or participating in the Program. In the event that your participation in the Program is cancelled, all accumulated PC Optimum™ points in your Account may also be forfeited and removed from your Account.
Still, this paragraph of the terms and conditions is extremely vague. It doesn’t provide details on what the difference is between suspend or cancel, but based on the final sentence, we can assume only with them cancelling your account would you ever lose points.
So the question that needs to be answered, and which we at Rewards Canada will try to get, is what is the definition of suspend? Is it some sort of penalty box? Does it mean you are in a position within the program where you can have full rights restored and you can redeem again? And why allow members to still earn points if the right to redeem has been revoked?
Noticeably absent from the terms is whether or not PC Optimum has to contact you about your account being suspended or cancelled.
— end of update
(Got to love ad serving software, the video is about PC Optimum so a Loblaws ad pop ups right beside it – even though the video doesn’t paint them in a good light!)
Since this Global BC Consumer Matters piece aired I have already had numerous other PC Optimum members reach out to me stating they are in the same boat. They’ve had their accounts frozen but only for redemption as they can still earn points. Again, this strike me as very odd so Rewards Canada will be starting our own investigation into this matter.
However, prior to digging deeper and reaching out to PC Optimum I wanted to put this post out there to see if more of you have encountered the same issue. Please let me know in the comments below or email me at info@rewardscanada.ca if you have also had your account frozen (for whatever reason such as breached T&C’s) but are still able to earn points. Also let me know if you were able to come to a resolution with PC Optimum.
Title image via Loblaw/PC Optimum