PC Optimum Freezes Accounts Without Warning: Customers Say They’re Left in the Dark
Frank Zhang spent years collecting PC Optimum points by shopping smart, stacking promotions, and using his PC Financial Mastercard. Over time, he earned 43 million points — worth around $43,000. But when he tried to redeem them earlier this year, he found himself locked out of his account. No warning. No detailed explanation. And no access to his points.
Zhang’s story isn’t unique. Across Canada, PC Optimum members are reporting frozen or cancelled accounts, vague responses from customer service, and no clear path to resolution.
No Warning, No Answers
Zhang told CBC’s Go Public that he first noticed a problem in January when he couldn’t use his points during checkout. He reached out to PC Optimum and was told an automated system flagged his account. When that didn’t lead to a resolution, a second email claimed he had violated the program’s terms and conditions. But no one could explain how.
“It’s unfair,” said Zhang. “They can control my money. They can control my points. But I can’t do anything.”
Another customer, Jeff Mack from Calgary, faced a similar issue. He had 1.5 million points (worth about $1,500), but his account was frozen in October. PC Optimum later claimed he had multiple accounts, which is against the rules. Mack denies this and says the company never proved it.
“Seems kind of fishy,” Mack said. “If you don’t answer simple questions, it just leads to more questions.”
The Problem Lies in the Fine Print
Patrick Sojka, founder of RewardsCanada.ca, says he’s heard from dozens of frustrated PC Optimum users. He blames vague policies that give Loblaw, the company behind PC Optimum, broad discretion to suspend or cancel accounts.
One clause allows them to revoke points for purchases that “exceed normal household use” — but they don’t define what that means. Sojka warns that loyalty programs often write their terms in ways that favor the company, not the customer.
“It leaves people in limbo,” Sojka said. “At any point, your points can be frozen.”
Loblaw maintains its terms explicitly explain why accounts may be frozen and claims it uses these measures to prevent fraud and protect users. Still, they admitted the system used to notify customers “isn’t perfect.”
What Happened After CBC Got Involved
After Go Public contacted Loblaw, the company restored Mack’s access to his points. But it shut down Zhang’s account permanently.
Loblaw claims Zhang made purchases for resale or commercial use, violating program rules. They say they have “substantial evidence,” but refused to show it. Zhang insists he did nothing wrong — and is left questioning how a multi-thousand dollar rewards balance could vanish with so little transparency.
“No department would give me an answer,” said Zhang.
Expert Advice: Don’t Hoard Points
Sojka says consumers should avoid stockpiling loyalty points. Because many programs give themselves the right to freeze accounts, your best defense is to use your rewards often.
More than $1 billion in PC Optimum points were redeemed in 2024. But Loblaw won’t say how many accounts it froze. Sojka believes suspending accounts — rather than canceling them — allows companies to avoid paying out while still reporting a larger user base to impress shareholders.
Loblaw did not address that allegation.
If you’re one of the 17 million Canadians using PC Optimum, read the fine print, monitor your points, and redeem them regularly. Because as Zhang learned, your rewards could disappear overnight — and you may not get them back.
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