We logged into her account again on PC, and this time there was an error that her account was suspended. We did resume payment and now all seems fine.
I have to say that it is misleading, at best, to assert that "Autopay sometimes does fail." I have had automatic payments for various things for a long time, this is the only time it has ever not worked for anything. This is a PM probem, not an autopay problem.
This is also a big problem for my family members. If we cannot rely on PM working without intervention, then it will not work for us, as not everyone would be able to fix this themselves, and may not even be aware that there was a problem until their phone did not work when they needed it to. Very disappointing.
