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We asked readers about their problems and took them to Loblaws for help
There is a day left for Loblaws shoppers to register for their $25 gift card to offset the hit from a long-standing bread price-fixing scandal. But the headaches don’t end there. When that window closes, Loblaws can concentrate on fixing consumers’ loyalty card problems.
From the time the PC Points-Optimum loyalty card merger was announced earlier this year, Loblaw and Shoppers Drug Mart consumers have been actively trying to merge their memberships and their credit cards in the combined program.
For many, it’s been smooth sailing despite the administrative and technical challenges of merging two huge programs. But for many others, lots of questions and problems remain: from missing and stolen points to glitchy passwords to email offers that aren’t arriving in members’ inboxes. Suffice it to say, the loyalty transition has had its share of problems.
MoneySense decided to reach out to readers, in order to gauge the kinds of problems they were having. And to help them get a fix, we reached out to Loblaws directly, to find solutions and save you the phone call.
We heard from Sarah Gayer, who recently wrote for help in finding her missing stockpile of points. “I lost over a million points’ worth, which is about $1,000 in points,” wrote Gayer. “I have been trying to get them back…they say they are looking into it but it has been over two months.” Tom T, who’s concerned he has dropped off their weekly email to ‘load my offers’ during the switchover.” Or one of our very own MoneySense team, who couldn’t load old Optimum points into the new account—despite trying online and in-store—until he took to waiting on the phone and finally got help merging his accounts and getting his $105 in points accreditated.
We heard from frustrated loyalty members who alleged Loblaw was conspiratorially out to steal your points by having them go missing “accidentally”—all in an effort to enrich Loblaw shareholders. We reached out to Catherine Thomas, senior director of external communications for Loblaw Companies, who wasn’t about to confirm conspiracies but was quick to acknowledge the challenges. She reassured members that all accounts and points will be restored and all passwords reset.
“We expected the volume and doubled the number of people on the IT team,” explained Thomas. “But we underestimated some of the challenges that come with merging two huge loyalty programs,” explains Thomas. “Some members have had longer-than-normal wait times [with customer service].”
If you’re a member concerned about deadlines, there are no deadlines to merge the two programs—unless you live in Quebec. Because of different regulations, the Pharamaprix Optimum program was terminated on May 2. Still, if you did not use up your old points or convert to the new program yet, don’t worry. Just contact Loblaws now at 1-866-727-6468 to do so. There are no deadlines for the rest of Canada.
Based on the problems our readers are facing, we came up with five quick fixes to try now if consumers are still having issues.
Christina M. writes: “I noticed that $20 was missing. My statement before the transition said 50,000+ PC points. I had not spent any that week and when I shopped for the first time after that I only had 30,000 left. I have saved the email from then showing the 50,000 points.”
The fix: Any member with a question or concern about their current point balance—whether related to the conversion, or points from purchases—should contact the customer care team at 1-866-727-6468. Alternatively, they can start a ‘points inquiry’ through the app or online at PCoptimum.ca.
Angela S. writes: “My husband and I both have PC Optimum cards and PC Financial cards. All seems to work for me but I have been trying since Feb. 8 to add my husband’s cards to my account we can add to and redeem our points as a family like in the past. I can’t do it and I have called them and they said it will take about a week for them to do it. Very frustrating.”
Carsten B. writes: “I recently noticed that our two PC Financial credit cards are not linked. I have my card and my wife has a secondary card but her points do not transfer to my account (I am the primary cardholder). I have tried linking the cards under “household” but an error message appeared. Charges on her card do appear on my credit card account.”
The fix: “We turned off the “householding” option (where two individual members can combine into one account) to repair a technical issue,” says Thomas. “It has been fixed and reinstated, so our customer service desk is happy to support any members requiring assistance.”
During the period where “householding” was not available, all PC Optimum points would have been reflected on the primary cardholder’s account, the company says. No points have been lost. Now the secondary cardholder should be able to access PC Optimum points for redemption.
If you have a PC Financial Mastercard you don’t need to have a secondary PC Optimum loyalty card to collect your points. However, if you want to receive personalized offers you do need to create an online account. If you pick up a PC Optimum card, make sure to link your accounts (i.e. combine your Mastercard and PC Optimum card) so that all points and purchases are captured. The number is 1-866-727-6468.
If you already have an Optimum card and can’t merge it through the app into your new PC Optimum account, call the number on the back of your Optimum card and do it over the phone: 1-800-746-7737. Staff in the stores may not be able to help.
Felix B. writes: “I had over 280,000 points in the program worth over $280. On March 21, someone in London, Ont. used 50,000 points followed by another 130,000 points on March 27. I have not been to London. The PC app says they used my cell phone which was never lost or compromised. A supervisor told me she couldn’t help me and I have to wait until they investigate. Please help.”
The fix: Heightened security is part of the new normal for any online businesses. Loblaw’s Thomas says they have strong security measures in place and take any sign of unusual activity very seriously. “In order to help protect their account, we’ve asked a small fraction of our membership to reset their passwords and to ensure a strong, unique password,” says Thomas. “We know this has been an inconvenience and concern for some members. Their personal information is safe and every last point will be restored.”
Thomas also wanted to reassure members that the PC Optimum program has added security compared to the old cards. “We are continually reviewing our security and routinely adding new safeguards, steps, and mechanisms. Any customer who believes there has been unusual activity on their account should immediately contact our customer care team at 1-866-727-6468.
Judy A. writes: “I’m wondering when the “real” offers will start. It used to be that many grocery values were offered but recently it seems they are promoting Shoppers Drug Mart and just how many beauty products does one need? And this week shoelaces were on offer. Does Loblaw not intend to get back to grocery offers?”
The fix: PC Optimum promises that shopping preferences will become clearer with time. “For most members, offers are already highly personalized, bringing in their shopping history from the old accounts,” notes Thomas. “For some, it took longer to convert files and fine-tune their personalization, and offers may seem generic. This has been resolved and members should be seeing the personalized offers they love in the next week.”
Tom T. writes. “I noticed I was dropped off their weekly email to “load my offers” during the switch-over. My mistake for not noticing but out-of-sight out-of-mind. After spending hundreds I finally realized my points balance wasn’t changing. In my opinion, it was a glitch in the change-over and there are probably many in the same situation.”
The fix: In order to receive a weekly targeted email, members need to ‘opt-in’ to company communications. In the app, the customer can choose the setting under “Notification Settings” and click the box stating they consent to receive electronic communication from us. “On the website, under Account, Settings, they can click the box stating they want to receive communication from us by email,” adds Thomas. “Or as always, they can contact our customer care team who can help them at 1-866-727-6468.
If you have any other points issues that were not covered here, please drop us a line at [email protected]
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I lost my key chain card and some of my points were taken..I have a new activated card and would like to transfer the points that are still on my old card to my new one…can I do that on line or in the store ?
Seems like my pc card only works in shoppers drug mart because everytime I scan it in no frills. It will show on my transaction list but the points are always zero. When I try to do an inquiry on the app it asks how many points I am missing I dont kn how much points do I earn for $110
I have not been able to link my PC Optimum Card app to my PC Express app. It keeps coming up with an error message. Online for an hour but not getting through. Any suggestions?
My pc optimum account was hacked feb 16/20. I reported this feb 17/20. As of April 27/20 I have not had my points returned. Their first email to me said 10 days to investigate. I guss pc optimum people don’t care or don’t know what 10 days actually means. Very poor customer service. The money I spend at Loblaws store conrtibute to their profits and thats all they care about
My husband & I both have an optimum card. The last few weeks I’ve been ordering my groceries on PCExpress. Now when he tries to go to his Offers, it goes to my offers instead. He can’t go to his offers.
As far as I know I don’t have a PC Optimum card. Nonetheless I did receive a text message indicating my account was disabled due to a wrongful log-in. It asks me to respond to optimepc.com. I thought this might be a scam.
Please do not contact me.
We purchased plants from the garden centre. The points machine wasn’t working. The purchase was 121.87. Can I still get my points if I have the receipt??
I did a big grocery and forgot my PC Card – clerk said I could probably do online but I do not see how. I looked at the Q&A answers and they do not help me. It is a $160. Bill I’d like the points for please assist
I added my phone number to my account today(June 5, 2020). I believe I did not hit the “save” key. Please advise me if the number has been added to my profile.
Also, my cashier at No Frills today did not ask for my Optimum card nor did I remember to show it. The purchase was $28.87 ($30.96 after taxes). Please advise me about adding these points. Many thanks.
Your clerk at Burnhamthorpe and East Mall never asked for our card and closed off the bill before and could scan it. How do i get my points for the $117.20 is spent
My account has is no longer secure. I had added 2 step authorization as well as changed my password. I have 4 people who have added themselves to my household and shopping, using and redeeming points for about 1 1/2 mths now. I just discovered this now. Have called to talk to a customer service rep twice. Didn’t feel authentic. He froze my points until this issue has been resolved. Not a comfortable feeling for me. Members weren’t removed as I asked him to do. Went onto my app to edit removal and am only able to remove myself. I’ve asked for my account to be deleted and am waiting for response to that request as well.
I had the usual great experience shopping at Atlantic Super Store #00344 in New Minas, NS, however on this occasion when I got to the checkout the cashier informed me that the ‘system was down’ and not only did I not receive the Optimum points I was hoping for, but also I could not spend the points I wanted to on this occasion.
Very disappointed.
My PC Optimum card account got signed out of my phone and I had 70 000 points and I lost my 70 000 points how can I get my 70 000 points back.
Response from the MoneySense editorial team:
Hi Abeer, Due
to the large volume of comments we receive, we regret that we are unable to respond directly to each one. We invite you to email your question to [email protected],
where it will be considered for a future response by one of our expert columnists. For personal advice, we suggest consulting with your financial institution or a qualified advisor.
My optimum only works at shoppers not at no frills. This has started about 2 months ago maby 3/4 give or take. I noticed i was sitting at 93,200 for like over 2 weeks when i go to no frills spend alot for groceries and nothing says i redeemed 0.
I called PC because i didn’t have the PC card with me when i did my groceries. The rep that answered my call toll me that can’t give me the point for my purchase I toll him that i was told to call with the recite transition to get my point but he refused and when I asked for a supervisor he hang up on me .
This is a bad customer service I am very disappointed
I never activate my cards. I don’t need to.
I wish to close my credit card account.
No:1116656
Note that MoneySense cannot pass along customer requests to credit card providers. Please contact your card provider directly.
I wish to add PC optimum points to my account, It was scanned, and the points did not appearI have all the bills, and numbers you will require………. I’ve tried to contact you many times…,.. for months…… can’t get through …..,Please contact me, and advise me of the.next step. Respectfully Darren Cross. 608559. 38476. 1028. 9133
Hi Darren,
We cannot connect you directly to any financial institution or product provider you’ve read about on MoneySense.ca, so encourage you to try reaching out via social media, as some readers find that helps get their queries to the top of the pile. Good luck.
It is a disappointment that Cdn Superstore Vernon’s idea of customer service is to hand you a new card and state to go online and transfer your points from the old card which broke after years of use on my car keys.
Why have customer service if it isn’t!
Please advise,
last week I had over 170,000 points. Suddenly its asking me to “get started” and no points… WHAT happened to my points,
regards,
Dr B
Due to the large volume of comments we receive, we regret that we are unable to respond directly to each one. We invite you to email your question to [email protected], where it will be considered for a future response by one of our expert columnists. For personal advice, we suggest consulting with your financial institution or a qualified advisor.
Had fraudulent activity on my Optimum account, over $600 stolen, have spent four hours on the phone, waiting for three weeks with no resolve. Very disappointed as I have all protective measures in place. Shame on Loblaws as this is a loyalty program and this how you treat your loyal customers. You are to protect our information and when there is fraudulent activity you should treat as an urgent matter. Very disappointed as this theft and breach shows not all information is protected, once a customers information and points are stolen this is to become an urgent situation. Still waiting for points to be reinstated and confirmation my confidential information is protected. Informed cannot tell you when this will happen, no there isn’t an extension for you to reach out to, sorry you’ll just have to wait another ten days after three weeks of waiting. This is criminal! Shame on You!
Had fraudulent activity on my Optimum account, over $600 stolen, have spent four hours on the phone, waiting for three weeks with no resolve. Very disappointed as I have all protective measures in place. Shame on Loblaws as this is a loyalty program and this how you treat your loyal customers. You are to protect our information and when there is fraudulent activity you should treat as an urgent matter. Very disappointed as this theft and breach shows not all information is protected, once a customers information and points are stolen this is to become an urgent situation. Still waiting for points to be reinstated and confirmation my confidential information is protected. Informed cannot tell you when this will happen, no there isn’t an extension for you to reach out to, sorry you’ll just have to wait another ten days after three weeks of waiting. This is criminal!
My PC Financial cards and PCoptimum points are properly linked together still it seems like a lots of points get forgotten during the merging, am I the only noticing this?
I shopped at Super Store in Metrotown. Even tho I gave my pc card the points were not added. I immediately went to customer service and they said it would take too long to redo my order 175, and I would have to do it online. Not happy. You have to fix this glitch
Did the self checkout today. I had my points card in my hand, but must have overlooked the transaction instructions on how to scan my points card. I paid by cc. I explained to the girl helping at the station. She said customer service cannot do it for me, that I would have to do it myself online. Unable to find a way to enter info. Only 55 bucks, but every little bit helps a senior on a fixed income. Can you assist?
I had PC Card and now the optimum card. Things were fine for awhile. Now when I get the email your app won’t load? When I go into your website I can’t tell if my offers are loaded and I don’t think they are as my points don’t seem to be changing
I have forgotten my pc optimum cards a couple of times. How can I still get the points if I have the grocery receipts.
Inhab an app on my computer for 20 x the points when yo shop on Friday and Saturday February 12 and 13 I purchased 31:05$ and got 3100 points but never did get the 20x and don’t know what to do any ideas
I noticed I have two cards and one card did not get points please help
I completed a large grocery shop on 02/20/21 and then notice I didn’t have my phone which has my card number. I asked an employee and was told it could be added later. How can I have the purchase added to my PC card?
The past 3-4 shopping trips where I have had my Optimum card scanned at the checkout I have been getting 0 points….so annoying.How can I solve this problem.Thank you
Lost card 48 hours ago at NOFRILLS,went back to location and the manager said she has like 80 cards that were found around,but she didn’t offer to look at them rightaway.She is very nice,but she just gave me a new pamphlet with a new card that I should apply for….You can probably check if someone found it,will perhaps add a few points and collect the $10.
You have my personal info below and appreciate, is not a fortune,but, if you can help me recover the points will be appreciated.
Yes I also have an issue of missing points also .Because my pc is not link always have a missing points before they added my missing points but now I’m getting a hard time getting my missing points they always said to add more details .I always reply but still asking for details over and over.
I keep ordering Instacart delivery sizeable orders from Loblaw’s City Market Lonsdale Avenue, North Vancouver, BC without getting PC Optimum card credits although they do have my card number on file. Numerous inquiries even by their store manager remain unsuccessful. I wonder whether I should change to other super markets that do give point credits.
I get a little frustrated with the PC Optimum points, in that, it seems that when I notice that the points have not increased after shopping at Zehrs and No Frills. I don’t always check the points but the other day I did and noticed that the points were not added, this being 2,000 points, even though the girl scanned my card. I did the enquiry and typed all the info for the points that she have been earned. I noticed the next day that they were all added on, I thank you for your quick response to these requests. I am just not certain as to why the points do not get scanned at time of purchase?????
Unable to load offers each week just get picture of my card
You people don’t make this easy. Trying to add point when I did have my card is like trying to pull large man through a knot hole just like your store it a nightmare. Call number told email will sent and to just wait scan my long reviews into email they will take care of it. Should take 10 minutes to get email from some foreign country now going on 30 minutes still no email.
How do I advice the company of my new address?
I spoke to a representative this morning about my missing points. He said he would send me an email with my file number. I’m still waiting 4 hours later. I’m nw wait
Ing on the telephone and still waiting!
I lost my key chain card and some of my points were taken..I have a new activated card and would like to transfer the points that are still on my old card to my new one…can I do that on line or in the store ?
Due to the large volume of comments we receive, we regret that we are unable to respond directly to each one. We invite you to email your question to [email protected], where it will be considered for a future response by one of our expert columnists. For personal advice, we suggest consulting with a qualified advisor.
I lost my points..
Why won’t my personal offers load?
I lost 789000pts in 2020 before I link my pc MasterCard to my pc optimum account, I still not get the pts back,after they help me link them together at September 2021, I lost 600000 pts again!
The last 3 To 4 times I did not receive any points on optimum card and I did download My points but they did not show up on my card
I have lost my Optimum card. How do I go from here
I never get any PC points from Maxi (Every purchase)
The sales clerk forgot to ask for my points card at the beginning of my transaction. When i gave it to her at the end, she said, “Sorry its too late”, I’d have to go to their website to get the points for that transaction. I have tried but there are so many sites I don’t know which one to go to. I have the receipt. It was over $200 dollars worth.
Then today I went to my app at the til to load my points and the “load my points” was no where. The cashier said go to “go to my offers” and it would work. Nope. I asked two clerks in the store and no one was any help!!!!!!! So, no points again!!! I have that receipt as well!
I truly HATE THEIR POINTS SYSTEM.
Love the store but cant stand their points system!!!!!!!!!!!!!!!!!
My card has been frozen so I am able to collect points but unable to redeem them. I called and they told me to change my password and enable the 2 Factor Authentication. I would gladly do this but I am unable to change the password as when I do it won’t allow me to login because it says you are already a member and my old password comes up. I really don’t want to wait on the phone another 20 minutes can someone help?
Hello there my name is kenneth Horn and I lost my pc optimum card and I was wondering if you could help me out
I thought that signing up for an Optimum card was free, but I got a charge on my Visa account for $55.97 which was sent to C-marn.com.
I signed up for a PC Mastercard on Jan 7 and was supposed to receive a bonus of 100,000 points for doing this. My first purchase at a company store was Fortinos 01/22/2023 and at a Shoppers on 01/26/2023 which has now been 7 1/2 weeks and still have not seen my bonus points for the 100,000 points. When will this be going to my account please let me know.
How come I used my PC Card it will work and next time it done
I lost my PC Optimum card and any process I have seen on their site asks for my card info. How am I supposed to do that if I don’t have the card! And it’s been such a long time that I have had it that I can’t remember username/registered name I used or password. At this point I just want to cancel the darn thing..but if anyone has advice on my situation I would appreciate it.
This is targeting PC optimum points. My son constantly has pc points in the hundreds of thousands of dollars. He has linked his card to mine so that I can use his points when I need them. The problem is that I have forgotten how to do this (ie. I am an elderly widow and can’t remember how to get into his points. He did show me but I am afraid that I have forgotten how to do that. Can you help? My son is a long haul trucker and also lives at a distance from me,.
over 3 weeks 220000 points fraudulently stolen . have spent countless hours between the computer , iphone , email , post comment, seek technical advice etc…
once waited 25 minutes for a man to answer, ask my card number then proceed to say hello?
hello? as i am responding hello! hello! he hung up – neat trick. now i have even secured a CASE NUMBER apparently that should expedite and solve the issue of 220000 missing points . guess what? more time has passed, no contact via any modality and NO RESOLUTION !! obviously being a loyal customer does not count for anything. can anybody help as they certainly are having a huge amount of difficulty giving me back my missing$220.
/.
I forgot my optimum card at home and made a rather large purchase and wonder how I can collect the points
I have had 2 Optimum cards for many years, Now I have been denied access to my points because another person put the Optimum cards in her name. I was told by the PC Optimum customer service that she doesn’t know how this happened and there is nothing she can do about it. I have copies of my receipts dating back several years. What should my next step be?