Autopay roll over to new plan not working

[blairtaylor]

I have my account set to autopay. During the last 4G/$120 promotion, I set the plan to move to this option next renewal. My credit card has been charged the correct amount but the plan is showing as the old plan, underfunded and suspended. Will this be corrected automatically or do I need to ask for assistance from a moderator. I can't take a risk of losing phone service because of billing/admin issues for PM.

I can appeciate that PM is low cost and no frills. I have no issues with the cellular service, works great. The admin & billing however is terrible. I had the same problem last renewal.

[blairtaylor]

My plan is still not working. How can I ask for a refund so that I can go to another carrier? I simple can't wait days for my service to be restored. I have PM'd a moderator but no response. Unfortunately celluar is a critical service and I can't live with the PM issues anymore.

[blairtaylor]

Thanks.

[stonechucker]

@blairtaylor, hover your mouse over Mary_M's name above, and look for send a message.  Mary is one of the moderators, and all moderators get all notifications of private messages.

one of the moderators will respond as soon as possible.

[blairtaylor]

How do you "send mods a direct private mail"?

[zhadj030]

Don't leave your phone number here , this is a public forum. Also it is best to send mods a direct private mail, and expect some delays due to current and last promos in their response

[blairtaylor]

I have the same problem again. Autopay seems to have worked, account is active and funded but no service today July 13 (rollover day). 

[Mary_M]

Hey @blairtaylor,

Thank you for reaching out to us!

After looking into your account, I can see that the 12GB Fall Promo plan is indeed active 🙂 Please view your self-serve account to confirm!

Mary

[will13am]

Yeah, the software definitely needs a bug fix update.  Failing to renew on auto pay with a plan change seems to happen all the time.  For a prepaid service, the failure has real consequences and so it's definitely needs to be fixed right away.  There could be a bow wave of issues coming soon with the potentially large number of accounts doing plan upgrade on renewal.  

[zhadj030]

Mmmm. Hopefully that's one of the fixes that they are working on these days; because the time for the renew from the promotion is starting soon

[MoreYummy]

Yes, there are some people with this issue.  Only a mod can fix this.  @Shazia_K

They will take a look when they come in the morning.