Forum Discussion
Anyone else get double charged for Autopay in May?
I have been a T-Mobile customer since the company started and I just signed up for TMO ONE at the urging of a sales rep... now I have been charged twice for my bill and am $19 away from getting a...
Hey everyone,
First off, I want to sincerely apologize for this issue. I know when it comes to our hard earned money, it is not easy to take things like this lightly. Please rest assured that auto pay is still an amazing service and this is the first time in the 12 years I have worked for T-Mobile that something like this happened. We were able to identify the issue and made the appropriate corrections to ensure this issue does not occur again.
There is also no action required on any of your parts as we were able to systematically identify the few that were impacted by this and immediately started processing refunds. In regards to the 72 hour time frame, i truly wish there was a faster way and for some of you, it may indeed be faster. The 72 hour window we give provides enough leeway for everyone's financial institutions to deposit the funds back into your accounts. The refunds were processed by us almost immediately after we noticed the issue.
We also understand that not everyone expects to have to pay double their bill on the same day and that this can cause issues with your bank and might result in an overdraft fee. Please know that we will do what needs to be done to make this right for you if you were hit with any fees from your bank as this was purely a T-Mobile error.
I have also been double charged once on the 21st which was a scheduled payment which I would have been fine with but then again 6 days later on the 27th for another 100 that put it right in memorial day weekend memorial day weekend where I needed that 100 dollars and because of me not having it screwed everything up plans were cancelled I'm still fuming and possibly seeking legal action and now it seems your not just doing it to me your doing it to lots of people. The whole first time I've ever saw this must be a de escalating tactic because the rep on the phone the rep in the store now I'm online and it's used again. The really unprofessional sad part about the whole situation is the whole tmobile system said it was unable to withdraw funds on the 21st because there wasn't enough so it was basically saying nothing was taken out however when u pull up my statement it shows the money coming out . So on the 27th you guys decide to draw again the no hey we need to access your account again because we didn't receive payment ? Just go ahead and pull .. I understand things happen but for a company the size of T-Mobile and the way your system pulled money from my account but didn't show it on your system according to the phone rep and the in store rep you have quickly undermined my trust and faith that your company is adequate in maintaining transactions . The autopay systen is a joke. And don't come at me with system glitch your company is way to big to not have top of the line systems in place to deal with it
