This month I did not renew my plan (I always pay online manually) because I moved overseas and I was going to cancel my phone number etc. But, when I logged in to my account I realized that a payment is already went through from the my card on file and I am subscripted to auto pay. I never authorized this and I need a refund.
Could customer service help me please?
As I said, my plan never automatically renewed itself at least more than 6 months (since I remember), I always did payment manually (means I wasn't subscribed for auto-pay). Now the last payment occurred automatically without my authorization out of nowhere, I didn't even login to my account, let alone change any settings.
Also, when I go to manage subscriptions area to remove my card on file, it allows me to change the card info. So, I cant remove my card without placing a new one.
In this case, how can I be at fault and not get a refund as a customer?
on the evening that your plan starts the renewal process, it LOOKS like your plan has hit a disruption and it shows as Suspended....but everything still works. Later on, if there's no $$ in Available Funds, the process will extract $$ from your on-file credit card that's set to Autopay. If you've manually added $$ into Available Funds before that, the renewal will take your $$ rather than from credit card.
Log in to you account on a laptop and click Rewards > History will show your Rewards you rec'd in the last 24 months, including Autopay Rewards are now referred to as Pre-Authorized Payments.
I submitted a private message. This new design also didn't recognize my previous community account. All of my payment for as far as I remember and what public mobile shows manual payment except the last one. This could be related to the new system I am not sure. I also can not find removing card info as well.
when you joined, PM has turned on the Autopay automatically (there was warning and you need to agree)
But PM has updated the system this week and could have reapply the Autopay even you have turned off
If you need to ask for refund, please submit a ticket with CS agent
and setup the My Account new access and turn it off at Subscription & addon page
I'm not sure how autopay was enabled with your card info if you didn't enable it. Since this is prepaid I'm not sure you will get a refund but give CS Agent a shot and see what they say.
You can send an email directly to the CS Agent here.
Here is a help article about how to contact the CS Agent.