Hi, I'm having a bit of trouble after the PC Financial Mastercard site redesign. I got the email for my monthly statement, but when I went to log in using the credentials I use every month it says "Your username and / or password is incorrect. Try Again". So I thought maybe they've changed the way usernames work, so I hit the Forgot Username option and entered my card information, to which it said I don't yet have an account and need to enroll.
Has anyone else encountered anything similar to this? How do I log in to view my statement now?
As well, when I try to reset my password I keep getting a message saying "Oops, something went wrong on our end. Please try again later". This has been happening since yesterday.
My old login credentials didn't work on their new website. I was required to make a new login and when I inputted my credit card info, it gave me an error. After multiple attempts, it eventually worked. Just seems like a poorly executed rollout of their new website.
I'm on the brink of leaving them because of this awful website
Asking for a friend (copied and pasted what they wrote):
I would like some advice - I have been saving my PC points up for the last 2 years but as of 8 days ago, PC optimum froze my account "to keep my points safe" and now it seems like an endless wait to get it unfrozen.
Super confused after a grocery run where I suddenly couldn't use my points to pay, I called customer care and they told me "your account was frozen to keep your points safe as there were concerns that your account was compromised. Before we re-activate your account, we need to 1. verify your identity with us (PC optimum), 2. call and verify with PC financial for your Mastercard, 3. update your password and enable 2FA. I do all this, confirming with PC financial that nothing is wrong with my CC, and call back and call them back that afternoon. The agent tells me my account should be reactivated within 24 hours because she sees now that all 3 are completed now, and reassures me sometimes their system just glitches and automatically locks the account just in case.
This was 8 business days ago (happened Sept 18) and even by Tuesday (Sept 26), I still couldn't use my points so I contacted them via chat on Tuesday to inquire and got an earful about how I just need to be patient to see if the specialist team's decision and whether they choose to unlock it, but I can keep earning points in the meanwhile (What the heck - "If they choose to unlock it"???)
And still nothing today, so I called this time and the agent says they need another 3-5 business days but encouraged me to keep collecting points using PC financial Mastercard but kind of admitted that there is a chance they will decide to completely suspend my account if they can't verify I am me, but the specialist team wouldn't be telling the Customer service team details (????). This seems rather unfair given I didn't do anything to justify them considering suspending my account, have done everything they told me to do, and they just kept saying the specialist team works offline so they (the agents) can't do anything about this situation, and the specialist team's decision is final.
Does anyone here know who I can escalate this issue to? All my points have been gained through PC financial earns so to me, it feels like PC optimum is cheating customers to get them to sign up for the Mastercard, spend money and then potentially get all their hard earned points revoked.
Is anyone else having trouble logging in to PC Financial? It just runs as if it's trying to load. (I've checked a couple of "is the site down?" sites, and both say it's up and just fine.) I'm located in Ontario. I'm using the latest version of Chrome on Windows 11 Home. I have cleared my cache, but it makes no difference. I have tried "forgot your password?" in case there's an issue there. I enter the username and date of birth, enter, and it still just runs as if loading. Does anyone have any suggestions? (I'm trying to put off making a phone call to customer service as long as possible!)
EDITED TO UPDATE:
I still couldn't access the site the following day, Feb. 20, though later in the day, logging in produced a message box that said the site wasn't available. They obviously knew they had a problem.
The problem was resolved on Feb. 21, though the log in page wouldn't allow me in without changing my password. After I did that(!), I could access what I needed to (my PC Mastercard account statement).