Forum Discussion
Auto-pay failed and lost service
Some basic details to start: I am pre-paid, with auto pay set up to go through monthly. The payment method is valid, and lately I haven't had issues with auto-pay doing its thing. 4 or so times i...
Hola @juniper114
I am so sorry to hear that you have had issue with your autopay not deducting the funds in time causing you to lose service 😥 We are currently aware of this issue and are working on a fix but we do not have an ETR at this time. In the meantime, if this issue occurs, the best way to resume service is by making a manual payment as you have been doing.
It is now Feb, 2021 and the T-mobile website cannot even set up autopay anymore. The webpage takes all your information and then just says something like "setting up autopay failed" without giving any reasons. I called customer service, and after 30 minutes I got somebody from the Prepaid expert team to help me. The expert admitted that the T-mobile webpage cannot set up autopay - it is an internally well known problem since quite some time, and they do not know when it is going to be fixed. We tried to set it up over the phone me giving him all the details he needs. It failed again. The expert blamed the many attempts, which likely caused my bank to block the card and said to call back in two weeks ("do NOT use the website"). I checked with my bank: They don't even see a single attempt by T-mobile to charge the card. T-mobile has a severe problem here, which apparently dates back to more than a year ago. Very disappointing performance. I would like to hear back from T-mobile in this regard.
