Auto pay fail

[wilderlee]

I have been using autopay for a wile now without issue. This month I receved my auto pay reward, but autopay did not take money out of my credit card; with plenty of credit. Resulting in suspension of survice without my knowlege as all my txt msg reported as sent. This calused me a lot of issues with appointments that I made. How can I avoid this happening again?

[stonechucker]

@wilderlee, as of last night, it's supposed to be fixed.  Please power off, and restart your phone.

If you continue to have issues, please follow up.

[wilderlee]

Is there any way to know if publicmobile is fixing this issue or not?

Can I make a service tag?

[computergeek541]

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@wilderlee wrote:

From this responce I am getting that you are hoping that I will accept that pre-pay is prone to these kind of failures, and that price reflects that. Unfortunaly, this is not the case as a simular plan on a post paid network is possable. It is very unfortunate that I was not informed about this and honestly if public mobile was in reaction mode it could have been easy to send a message out to customers about the problem. Irregardless why did my txt messages on that day report as sent?  This is what calused the problem that is now costing me time and stress. I would like some kind of discount for my inconvence. Public mobile really dropped the ball on this one.

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I don't doubt what you're saying, and I know there have a a whole bunch of problems in the last little while.  I'm not sure if about how many people these issues are affecting, except to say that I have never ran into any of these problems myself,  nor have a few others who I know using Public Mobile. 

[wilderlee]

From this responce I am getting that you are hoping that I will accept that pre-pay is prone to these kind of failures, and that price reflects that. Unfortunaly, this is not the case as a simular plan on a post paid network is possable. It is very unfortunate that I was not informed about this and honestly if public mobile was in reaction mode it could have been easy to send a message out to customers about the problem. Irregardless why did my txt messages on that day report as sent?  This is what calused the problem that is now costing me time and stress. I would like some kind of discount for my inconvence. Public mobile really dropped the ball on this one.

[will13am]

@wilderlee , recent system changes had caused auto pay problems with a number of accounts.  Normally, these kinds of things do not happen.  When they do, there is not a lot that we can do about it a priori.  First of all the glitch is unforeseen and when it happens, we are already in reaction mode.  There is no real way of being proactive other than to do top ups in advance of payment day as suggested.  While this still qualifies for auto pay reward, it totally defeats the purpose.  Perhaps a hybrid scheme would work.  Only if there is an announcement of the system undergoing maintenance and there is a payment coming due around that time, then do the manual top up as protection against unforeseen system glitches.  Again not ideal but what can we do when prepaid service is inherently vulnerable to loss of service when a payment issue arises. 

[popping]

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@wilderlee wrote:

This is a good temporary solution, thank you, but is not the whole point of autopay to avoid having to do this. How may I get a more permanent solution? 

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Check your overview page.  You should have the payment due date at the top of your overview page matching the autopay date at the bottom of your overview page.  If they are not on the same day, you will have autopay issue.  Since couple of system maintenance ago, the autopay date on some accounts are later than people's payment due date.  This resulted that accounts were not paid and suspended.

[wilderlee]

This is a good temporary solution, thank you, but is not the whole point of autopay to avoid having to do this. How may I get a more permanent solution? 

[Psygineer · Accepted solution]

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@wilderlee wrote:

I have been using autopay for a wile now without issue. This month I receved my auto pay reward, but autopay did not take money out of my credit card; with plenty of credit. Resulting in suspension of survice without my knowlege as all my txt msg reported as sent. This calused me a lot of issues with appointments that I made. How can I avoid this happening again?

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The best way to ensure Auto-Pay doesn't mess you over is to do a manual prepay before your renewal date. That way it will take from that fund first before taking it from your credit card. You still get your $2 bonus that way, and you won't run into these kinds of issues. If you can afford to throw extra money on your account and don't plan to leave any time soon there is no harm in doing it and gives you the peace of mind. Ex. You owe $25 on May 5th, put that $25 (or more) onto your account May 4th (or sooner is better) and then when it comes time to pay, auto-pay will take it from the $25 on your account rather than billing for it at the time.