auto package renewal fails, & I lose my rollover balance

Contributor

auto package renewal fails, & I lose my rollover balance

I signed up for automatic feature renewal for the 1000 text messaging plan. It's been working fine these last few months, but suddenly, I got a charge of 20 cents today. I logged in to my account and saw that I have no feature package now, but my package auto-renews tomorrow, and in the meantime, I've lost my entire rollover balance for text messages.

 

This is actually the second time this happened to me. What is the point of offering this option if it doesn't work and actually screws over your customers? I just don't understand.

 

And I can never get customer support because I'm on prepaid. I tried calling, and I never got to speak with a live rep. They couldn't even help me when I went into a store. This is getting on my last nerve. Who can I contact to fix this, and what options are available to me?

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Message 1 of 18
Master

Re: auto package renewal fails, & I lose my rollover balance

You can contact customer service directly from your phone by dialing 611 and when prompted what to do next at the main menu, state "more options" > "customer service". The system will get confused and transfer you to a live representative who can help you with your auto renewal question/issue.

Another alternative would be to dial 1-800-331-0500 from another telephone.

Personally, I do not recommend auto renewal, as I feel more confident refilling my account myself and purchasing feature packages on my own accord. It can be convenient at times, but your issue has proven to be more than an inconvenience than and actual benefit. Smiley Indifferent

Cat Happy Remember that Wild Banchi... 1993-2010 Cat Happy



Message 2 of 18
Master

Re: auto package renewal fails, & I lose my rollover balance


sarsar wrote:

I signed up for automatic feature renewal for the 1000 text messaging plan. It's been working fine these last few months, but suddenly, I got a charge of 20 cents today. I logged in to my account and saw that I have no feature package now, but my package auto-renews tomorrow, and in the meantime, I've lost my entire rollover balance for text messages.

 

This is actually the second time this happened to me. What is the point of offering this option if it doesn't work and actually screws over your customers? I just don't understand.

 

And I can never get customer support because I'm on prepaid. I tried calling, and I never got to speak with a live rep. They couldn't even help me when I went into a store. This is getting on my last nerve. Who can I contact to fix this, and what options are available to me?


As already mentioned, call 611 - state "more options" and then "customer service" - the system will connect you to a live rep after a couple of menu prompts.

 

After using the auto-renewal option for my messaging plan for quite some time, I had the exact same experience - almost a year ago on the dot (11/16/2010 - lol - obviously it was traumatic since I remember the exact date).  I've subsequently stopped using the auto-renewal option for the feature plans, and you may want to to do so as well. 

 

Customer service did restore my feature plan balance, so hopefully they will do the same for you; but they indicated it was a one-time "courtesy" adjustment.  Since I can no longer trust their system to do what they advertise it will or trust that customer support will stand behind the customer when at&t's systems fail, like you I see no point to using it to "simplify" things.  (The customer service rep actually suggested as a "solution" that I call every month immediately prior to the renewal date and have customer service check to ensure their system hadn't "kicked off in the background". Smiley Sad )

                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson

Message 3 of 18
Professor

Re: auto package renewal fails, & I lose my rollover balance

at&t really needs to address this issue and fix it ASAP!. The whole point of autorenewal is having piece of mind and this defeats its purpose.

 

I have 3 separate GoPhone lines (with different area codes) with auto renewal set for a feature package each (data or text ). It was working fine for the last few months in all of them until now in November.  Suddenly I noticed that the packages had expired beacuse the auto renewal didn't kick in on time as the system had set the auto renewal date two days later that the expiration date from October to November. This didn't happen before. I had to make a couple of calls and after painfully explaning and demostrating to the CSRs that it was NOT MY FAULT in every single case they finally agreed to restore what I have lost and what I've been charged for.

 

The funny thing is that in each call they told me that this was an isolated incident as my line (the one I made at each time the call for) seemed to be the only one affected and that they never heard of anyone else complaning. Ok. I must buy now a lotto ticket because I, among millions of GoPhone users, hit the jackpot here 3 different times with this "isolated incident" during the same month.

 

Looking at the logs of when the auto recharge took effect each time in October, it seems that the problem is not how the autorenewal feature calculated the date for November, but rather how the expiration date for the package was set when replenished in October. I suspect that autorenewal feature calculated in October the new date in November correctly (30 days from that date) but the expiration date for the packages for Noverber was set somehow for 29 days instead of the regular 30, setting it for a day earlier that it should have been and this must have affected everybody. This may go easily unnoticed to those recharging manually but really affects those with the auto renewal feature active. This problem didn't happen during the last few months months and it seems not to affect the dates already set for December either.

 

I'd like to know If someone here with autorenewal active didn't have the same issue this month.

 

When working ok, the autorenewal date is set the day after the scheduled expiration of the package but this kicks in soon after midnight before the expiration is enforced a little later. Now I'll  have to carefully check every month and compare the package expiration date and the autorenewal date to make sure they agree. Smiley Mad

Message 4 of 18
Scholar

Re: auto package renewal fails, & I lose my rollover balance


Patico wrote:

I have 3 separate GoPhone lines (with different area codes) with auto renewal set for a feature package each (data or text ). It was working fine for the last few months in all of them until now in November.  Suddenly I noticed that the packages had expired beacuse the auto renewal didn't kick in on time as the system had set the auto renewal date two days later that the expiration date from October to November. This didn't happen before. I had to make a couple of calls and after painfully explaning and demostrating to the CSRs that it was NOT MY FAULT in every single case they finally agreed to restore what I have lost and what I've been charged for.

 

I'd like to know If someone here with autorenewal active didn't have the same issue this month.

 

When working ok, the autorenewal date is set the day after the scheduled expiration of the package but this kicks in soon after midnight before the expiration is enforced a little later. Now I'll  have to carefully check every month and compare the package expiration date and the autorenewal date to make sure they agree. Smiley Mad


Same here. I've got 3 separate lines with feature package auto-renewal since it's hard to manually keep track of which phone gets which feature package on which date. Just yesterday, the 600+ message balance on my dad's line disappeared from his account. Not really up to the task of wasting time calling CSR since he only uses around 50~100 messages per month. However, I did cancel auto-renew on all 3 lines yesterday and synchronized renewal of the text and data feature packages on all of the lines so I only have to do the renewal once a month (well, I set up the reminder for once every 28 days to be sure). Losing the messaging balance wasn't a big deal but I sure wouldn't want any of the lines to lose their data balance.

Message 5 of 18
Professor

Re: auto package renewal fails, & I lose my rollover balance

Thanks for all your posts. This will help a lot of people who are contemplating autorenewal.

Message 6 of 18
Highlighted
Master

Re: auto package renewal fails, & I lose my rollover balance


Patico wrote:

at&t really needs to address this issue and fix it ASAP!. The whole point of autorenewal is having piece of mind and this defeats its purpose.

 

I have 3 separate GoPhone lines (with different area codes) with auto renewal set for a feature package each (data or text ). It was working fine for the last few months in all of them until now in November.  Suddenly I noticed that the packages had expired beacuse the auto renewal didn't kick in on time as the system had set the auto renewal date two days later that the expiration date from October to November. This didn't happen before. I had to make a couple of calls and after painfully explaning and demostrating to the CSRs that it was NOT MY FAULT in every single case they finally agreed to restore what I have lost and what I've been charged for.

 

The funny thing is that in each call they told me that this was an isolated incident as my line (the one I made at each time the call for) seemed to be the only one affected and that they never heard of anyone else complaning. Ok. I must buy now a lotto ticket because I, among millions of GoPhone users, hit the jackpot here 3 different times with this "isolated incident" during the same month.

 

Looking at the logs of when the auto recharge took effect each time in October, it seems that the problem is not how the autorenewal feature calculated the date for November, but rather how the expiration date for the package was set when replenished in October. I suspect that autorenewal feature calculated in October the new date in November correctly (30 days from that date) but the expiration date for the packages for Noverber was set somehow for 29 days instead of the regular 30, setting it for a day earlier that it should have been and this must have affected everybody. This may go easily unnoticed to those recharging manually but really affects those with the auto renewal feature active. This problem didn't happen during the last few months months and it seems not to affect the dates already set for December either.

 

I'd like to know If someone here with autorenewal active didn't have the same issue this month.

 

When working ok, the autorenewal date is set the day after the scheduled expiration of the package but this kicks in soon after midnight before the expiration is enforced a little later. Now I'll  have to carefully check every month and compare the package expiration date and the autorenewal date to make sure they agree. Smiley Mad


Hey - it's great to see you again, Patico!!  Smiley Happy

 

Agreed - they certainly do need to get to the bottom of it and get it corrected, as my "problem" was exactly a year ago.  Makes me think they have correctly accounted for the rest of the 31 day months out of the year, but their programming specifically for the renewal in October is not correct.  Like you, I'd used it for a number of months without any issue - certainly spanning other 31 day months - prior to encountering the problem *last* November.

 

The difference I had when I contacted customer service was she seemed to fairly readily see that the issue was nothing I had caused - and she even stated that while this doesn't happen "all the time", I certainly wasn't an isolated case either.  She said their autorenewal system just "kicks off in the background sometimes for some unknown reason".  That made it that much more frustrating when she indicated she could only restore my messaging balance "one time, as a courtesy adjustment only" - so she recommended I contact customer service every month immediately before the autorenewal was to take place, so they could "check their background systems to make sure autorenewal is still turned on for your account".  (She said it isn't something I can tell from looking at my on-line account myself.)  I have no way of knowing how much (or little) or what she told me is accurate; but it's frustrating to know that a year later they still haven't resolved the issue.  What she offered as a "solution" was no solution. Smiley Sad

                                                                                                                         =^..^=
There must be a happy medium somewhere between being totally informed and blissfully unaware.

     - Doug Larson

Message 7 of 18
Professor

Re: auto package renewal fails, & I lose my rollover balance


hme83 wrote:
Hey - it's great to see you again, Patico!!  Smiley Happy

 

Agreed - they certainly do need to get to the bottom of it and get it corrected, as my "problem" was exactly a year ago.  Makes me think they have correctly accounted for the rest of the 31 day months out of the year, but their programming specifically for the renewal in October is not correct.  Like you, I'd used it for a number of months without any issue - certainly spanning other 31 day months - prior to encountering the problem *last* November.

 

The difference I had when I contacted customer service was she seemed to fairly readily see that the issue was nothing I had caused - and she even stated that while this doesn't happen "all the time", I certainly wasn't an isolated case either.  She said their autorenewal system just "kicks off in the background sometimes for some unknown reason".  That made it that much more frustrating when she indicated she could only restore my messaging balance "one time, as a courtesy adjustment only" - so she recommended I contact customer service every month immediately before the autorenewal was to take place, so they could "check their background systems to make sure autorenewal is still turned on for your account".  (She said it isn't something I can tell from looking at my on-line account myself.)  I have no way of knowing how much (or little) or what she told me is accurate; but it's frustrating to know that a year later they still haven't resolved the issue.  What she offered as a "solution" was no solution. Smiley Sad


Yes,Thanks.  It's been a while. It took a big screw up by at&t on my GoPhone lines to make me return here.Smiley Wink

 

I still have the SMS alerts I got from them:

 "AT&T Free Msg: your data package expires on 11/13/11..."

and then 

"AT&T Free Msg: your acct will be debited for $5.00 on 11/15/11..."

 

I didn't pay attention to the bigger date discrepancy since I've noticed before that the expiration date and the renewal date differ always by one day and it had worked without problem before, but this time it was a 2-day difference. Back in October, the expirationm date was 10/14/11 and the autorenewal set for 10/15/11. Same with the previous months and no problem.

 

The first time I used autorenewal I got a little nervous because of this but then I noticed that on or around 1am CST after the expiration date (i.e, on the autorenewal set date) the autorenewal kicks in every month and it doesn't let the package expire ( I think the system enforce the expiration of the packages a couple of hours later ). Well, not this time since it was more than a 24-hour discrepancy.

 

Someone in at&t must take a look at this problem and fix it or remove the autorenewal option it they are incapable of calculating dates correctly.

Message 8 of 18

Re: auto package renewal fails, & I lose my rollover balance

I have not had a problem with auto data renewal until this month.  My data package expires 11/28 and the auto renewal date is 11/30.  I will have to take care of it manually this time, to make sure that I don't lose my data.  I hope that AT&T gets this fixed.

Message 9 of 18

Re: auto package renewal fails, & I lose my rollover balance

Update:  I just called customer service and told them that my data plan expires on 11/28 and the auto renewal is scheduled for 11/30.  They canceled the 11/30 renewal and then added it back on for 11/29.  Therefore, the problem is solved, at least for now.  I will continue to watch my account carefully.

Message 10 of 18

Re: auto package renewal fails, & I lose my rollover balance

Thanks for all the posts here. I, too, got caught up by the failure of auto renewal. I had over 700 texts that had rolled over from previous months, but noticed my $ balance had dropped down. It was because I had been charged for 26 texts yesterday. The bottom of the summary page no longer listed my texting plan and the 700+ text balance. I will be calling them today to get my texting charges back AND get my 700 text balance back. Luckily my data renews two days after texting, so I was able to hold onto my data balance by renewing manually. I did see that the renewal date was after the expiration date by two days, so I would have had to fight with them over that too. I am going to cancel auto renewal and just do it myself, I think that is the only way to make sure you keep your balance.

Message 11 of 18

Re: auto package renewal fails, & I lose my rollover balance

OK here's my update after calling India. The nice young lady I spoke with COULD NOT restore my 700 messages. The only thing she could offer me was to reimburse the charges I received for the texts for yesterday. That is not doing me any favor... I wouldn't have rec'd those charges if their auto renewal worked properly. So I am out the 700 messages....thank god I renewed my data myself and didn't have to argue with them over that. My other option is call back and get someone else, but really I think I have learned my lesson and will just renew my own pkgs. I think they should REMOVE the auto renewal feature completely if it doesn't work properly.. I mean what is the point of having auto renew if you lose your carryover balance? Who wants to lose their balance?.... NO ONE!!! Why are they are offering a feature that doesn't work...and then NOT standing behind their word and restoring lost balances if they have a glitch??  Renewing the day AFTER the plan expires is not RENEWING. Please check your expiration dates and renewal dates, the computer program for auto renewal needs to be re-written,  somebody should use a calendar this time.

Message 12 of 18
Master

Re: auto package renewal fails, & I lose my rollover balance

Yep, this is just another of the many reasons not to use auto renewal. It can be nice at times, but I would rather have personal control over my account balance, features, and everything else.

Cat Happy Remember that Wild Banchi... 1993-2010 Cat Happy



Message 13 of 18
Scholar

Re: auto package renewal fails, & I lose my rollover balance


Dr. Richard Kimble wrote:

Update:  I just called customer service and told them that my data plan expires on 11/28 and the auto renewal is scheduled for 11/30.  They canceled the 11/30 renewal and then added it back on for 11/29.  Therefore, the problem is solved, at least for now.  I will continue to watch my account carefully.


I had the same problem with my wife's phone. Data was to expire 12/5 and renewal was set for 12/7. I called and they did the same, cancel the 12/7 and added it back on for 12/6. They could give no explanation for this happening.

Message 14 of 18
Contributor

Re: auto package renewal fails, & I lose my rollover balance

I just called ATT support over this same issue.  My data plan should have renewed on 11/21 but did not renew until 11/22, so I lost about 50MB rollover and $15 in data charges for that day.  My text plan had the same issue - it should have renewed yesterday, but renewed today and I lost 350+ rollover messages. 

 

On my initial call, the $15 in data charges was reversed and then my call was dropped as they transferred me to a supervisor.  I called back and after a long hold was actually transferred to a supervisor. Elmer credited 100 MB and 400 text messages back to my account and said that this was a known issue - he typically gets one call a day about it.

 

This whole process took about an hour.  I'll be double checking my renewal dates from now on.

Message 15 of 18
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