TMO Prepaid Auto-Pay Problem

[CoMoNexus]

When I signed up for service in March, I enrolled in auto-pay. Everything worked fine until yesterday, when I got a text saying auto-pay had been cancelled. I called TMO, which said I was still enrolled and to ignore the message. This morning I got a message saying my plan is inactive because payment is past due. So I used chat this time and was told to check with AMEX, but AMEX said my account is fine. After another chat and then call, TMO admitted I'd been booted out of auto-pay and that I'd have to re-enroll. They wouldn't say why except that sometimes it happens.

So my question is, has this happened to any of you? I wasted two hours between yesterday and today trying to resolve this, and I don't want to go through it again next month. The kicker is that when the Refill Center supervisor took my AMEX info to make a one-time payment, she not only couldn't re-enroll me, too, but also couldn't transfer me back to a Refill Center agent to re-enroll. I'd have to call back. Good grief. I'm now considering leaving TMO, and it has nothing to do with speeds, coverage or price.

 

[Citizen Coyote]

Auto Pay screwed up on me the very first time I tried to use it. It never charged my card or account and I got a message saying I needed to refill to continue service. I quit Auto Pay and now just keep a couple month's worth of funds tucked away in my account plus some extra for more minutes if need be. T-Mo simply pulls what it needs from the account every month. It's not as click and forget as Auto Pay, but as long as you refill now and again it's the next best thing.

 

[rlindydiane]

That's terrible but not surprising to me unfortunately :-( I had a terrible experience with TMo back in 2011 where after 10 years with them I chose to pay a $1,200 penalty just to get out of my contact. Based on this experience I'd at least look into other options in case they can't (or won't) resolve this issue for you.

"Laughter is an instant vacation." ~ Milton Berle