Auto-Deduct Did Not Work

**gunshotlead** · 07-06-2012, 09:55 AM

This was my first full month of service, and I had refilled my account in advance using a 4G prepaid card from WalMart. I usually carry a $30+ balance - the leftover 3 bucks is from the SIM activation "money" that came with the Exhibit 2 when I bought it. Well, this morning was my rollover and the account status still showed "Unpaid." From my experience with VM, they usually waited until noon or even later of the due date before auto-deducting my account, so I figured it would be the same with T-Mo. Got to my remote site where I really needed the access and lo and behold, nothing worked, voice or data. Got to a landline and had to fight the automated system to get to an agent (yes, it was helpfully telling me that my account was "unpaid).

Hint: saying "Agent" doesn't work - hit the zero key several times.

Turns out their "system" whatever it might be, failed to auto-deduct despite my having sufficient funds. I was put on hold for a couple of minutes and my payment issue was escalated. They rolled it over online and my service was restored. I didn't have to cycle the phone; all my social media, news, weather and Google alerts started bombarding the notification bar.

So hopefully this is a one-time glitch. We'll see. The system is real slow - about 75 minutes after that call, the auto-text confirming my renewal of service finally came through. Ironically - My Accounts app shows I'm paid, but if I log on to My T-Mobile to manage my account there, it doesn't. What I really wish is that T-Mo had a button that let me submit the payment assuming I had enough funds available. VM had that ability, and I could do it in advance of my due date.

**ja5219** · 07-06-2012, 12:09 PM

Yep, this happened to my dad's account one month.. ironically it was his first month with T-Mobile after porting in from Alltel.
It appears it was just a one time glitch, we've been with T-Mobile (3 accounts on monthly4G) for the past 6 months and haven't had an issue anymore. Called in and fixed it within 10 mins that one time.

**hooked** · 07-06-2012, 09:44 PM

This also happened on my first renewal after initial activation. Couldn't figure out which number to call for help. I tried the online chat, but after 3 different chats, and 2 wrong numbers given to call, I gave up and used the T-Mobile site to renew.

What number are you guys using to cal l in? I hope I don't have the same problem this month.

**msrhulot** · 07-07-2012, 08:24 AM

Same thing happened to me on my firtst renewal cycle a few weeks back. I called 611 from my phone, and spoke to an agent there, who had me fixed up and on my way in <5 min. Fingers crossed for next cycle.

**gunshotlead** · 07-07-2012, 04:52 PM

Originally Posted by hooked

What number are you guys using to cal l in? I hope I don't have the same problem this month.

I used the toll-free number found in the Contact Us link at the bottom of the T-Mo home page.

**msrhulot** · 07-20-2012, 05:17 PM

Well this seems to have worked for me, on the most recent cycle renewal today. I guess I'll consider this sorted if it works next month as well.

**KrisM77** · 07-20-2012, 07:12 PM

my first month was yesterday/today. Yesterday was the 30 day mark that I was warned about in a bunch of msgs. I did not try the phone after midnight so I don't know if it went off, but I was charged today 7/20 at 12:02pm (bal $43 -> $13) the precise month from when I activated it. There are two clocks - one saying 30 days, one saying a month. Apparently this prob is not noticed if you have auto refill. I do manual. I tried chat but they said call. So now I know about tmo cs. I actually got to tech support and he actually understood what I was talking about, and said it's a system problem talk to billing. It was a good education and I will go back to Boost on the 24th, and port my tmo number somewhere so tmo doesn't have it. At least I can use that phone with European sims when I travel.

**1776** · 07-20-2012, 10:32 PM

Would this problem happen if you set up for TMo to charge your credit card monthly?

**KrisM77** · 07-20-2012, 10:53 PM

I don't know. From the comments made by the tech support guy I got the feeling that it didn't happen with auto-refill. But I am reminded of a post over on tmo's billing discussions - once you give them your credit card, they apparently do with it .... Use caution. http://support.t-mobile.com/thread/29792?tstart=0

**msrhulot** · 08-20-2012, 11:12 AM

Sigh... this failed again for me yesterday. Account balance was adequately funded, but renewal did not get triggered.

Called in & talked to an off-shore CSR, who was very friendly, and had me squared away in < 5 min.

Still, I could barely contain my disappointment, as I asked why I should believe that this wouldn't happen again. I hope someone in TMO's billing system group is looking at this.