AT&T Community Forums

GoPhone balance disappeared with no reason despite active autopay and a working credit card

I have over $300 balance on my GoPhone and I have an autopay refill on my account for more than 3 years now. The same AMEX credit card I used for autopay is still active, and Vesta AT&T just charged it last July. I received a text on Oct. 10th that I will be billed on Oct. 12 for autopay. So I know AT&T has access to my credit card, and my AT&T account shows it is on autopay (I just checked and I got a screenshot). So where did my balance go, and why did it disappear/expire? Is (Vesta) AT&T not doing their job? Somehow this system is failing both AT&T and their customers.

Imagine my frustration right now! What's my recourse for actions?

Responses

ATTHelp

Community Support

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231.5K Messages

8 years ago

Hi @LongTimeUser8!

I’m sorry to hear about your GoPhone balance! That would definitely be angering!

I appreciate you bringing this to our attention! If you’ve been actively refilling your balance, then there is no reason why it should have expired!

We would be glad to investigate this with you! Please check your private inbox, we’ll be in touch soon!

Bradilynn, AT&T Community Specialist

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LongTimeUser8

Tutor

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7 Messages

8 years ago

So when are you supposed to be investigating this? I hope this is not just a lip service to appear that AT&T cares since people are watching. Sorry for my sceptism but I had called the GoPhone number 800.901.9878 last Thursday and they said they are going to "call me back in a hour" but it's been more than 4 days and I have not heard back from them yet.

If AT&T thinks about it, the balance that I have with you which disappeared is something that I have already paid for and there's not much more for AT&T to gain from it -- you already have it in the bank. What you are going to lose, however, is all my future business if this does not get resolved.

So when are you going to contact me, if ever? It's been 2 days since and counting ...

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LongTimeUser8

Tutor

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7 Messages

7 years ago

Is anyone from AT&T serious about getting in touch with me about my issue or are you just doing token half-hearted attempt? You missed getting in touch with me at work and you don't leave any message I can call back. Is this really the measure of AT&T service these days???

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LongTimeUser8

Tutor

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7 Messages

7 years ago

We've finally got in contact last week with Sam, an AT&T community specialist. He was a nice fellow to talk to. After getting some relevant info, he went to look at our case and found out that our credits had over $450 in the balance before it "disappeared."

Next is where the weird part comes in -- when it was time for our refill to kick-in, the new balance exceeded $500 and somehow this exceeded a limit where the AT&T computer system RESET our balance to zero ($0!). Talk about a "Y2K" scenario in 2016!!! Why it the world would someone reset a balance when it keeps getting larger? Isn't this encouraging a behaviour to refill only with a smaller amount?

I was informed that they are getting the approval process to return our credit balance. We have not received the credit yet and hope it gets done soon as it will be a month now since we got locked-out because of this weird predicament.

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