Speakers Corner: What to do if you’re missing PC Optimum points?

There’s no doubt about it, PC Optimum cards can save you big bucks in rewards. But are you missing points you thought you earned? Some shoppers are questioning the process to get them reinstated.

It’s hard to find someone without one of the cards in their wallet and for the most part, people are happy to use them.

“I like the PC card because it has a lot of benefits,” said shopper, Theresa Bascombe.

But she, along with other shoppers, say they have missing points they thought they earned.

“I’m looking at 10,000 points missing for the last two months,” said Laura Seymour, from Calgary. “That’s worth $10 in shopping, so it’s not a lot, but I’m collecting a pension so that matters to me.”

So Seymour did what she was instructed to do. She went to the PC Optimum website to report the missing points.

“They have a section on their website where it says, you can show your missing points and submit all of the documentation.”

After repeated attempts, she heard nothing back.

“It’s worked for me in the past but I was not able to get them reimbursed. I have the receipts.”

She’s not alone.

Bascombe also says she had trouble getting her points back.

“I contacted them but I don’t get any answer,” she said. “I just let it go. I still like the card and the benefits.”

Another person we spoke to, who wants to be unnamed, also ran into trouble when reporting missing points.

“I sent in an email saying ‘hey this is the offer, this is how much I spent, here’s my transaction’ but it was dismissed a couple of times,” she said.

Her persistence paid off. She did get her points back.

Her advice? Keep trying.

We reached out to Loblaw’s corporate offices.

“There are multiple factors that could lead to a customer not earning points on a purchase,” the company said.

Often times people forget to load personalized offers on their phone app before making a purchase. Which leads many to think they’ve earned points when they didn’t.

“There is some confusion on whether I look on the app for what’s on sale or what’s in the store,” said shopper, Paul Akoury.

On its website, Loblaw advised checking your personalized offers before shopping on the app. If you’re not sure, ask someone.

“Our dedicated member services team supports our customers through the points inquiry process to ensure they’re able to get the most out of the program,” a Loblaw’s spokesperson said.

While frustrated, most shoppers we spoke with say it’s a minor set back and they still like the program.

“I love the rewards,” said one person.

As for Seymour, we reached out to Loblaw about her complaints. Based on our inquiry, a representative contacted her to discuss the issue.

They not only reimbursed the points she says she lost, they doubled them!

“I thought that was a nice gesture.”

A Loblaw’s spokesperson also said they had no record of previous complaints from Seymour. Something she wholeheartedly denies.

“I did submit a claim, I’m not sure why they’re saying otherwise.”

While happy with the outcome she says it shouldn’t be this difficult.

“We’re looking at prices increasing on so many things. How do we sit down and actually have to turn into police officers to find out whether or not a grocery bill is correct?”

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