My payments are supposed to be charged directly to my credit card but last month it wasn't. Why?

  • 1
  • Question
  • Updated 3 months ago
  • Answered
I am supposed to have my payments automatically charged to my credit card. Just got my bill and found out that they did not charge my card last month. This is the second time this is happened and I am dinged with late charges. Why does this keep happening?
Photo of Pat


  • 72 Points
  • frustrated

Posted 1 year ago

  • 1
Photo of Mathieu

Mathieu, Mobile Master

  • 60,888 Points 50k badge 2x thumb
Hi Pat, Typically the first month the credit card is added to your account the payment won't be automatic. Are you sure that the credit card information was correctly entered in self serve?
Photo of Ranjan

Ranjan, Official Rep

  • 31,586 Points 20k badge 2x thumb
Hi Pat - is this for the phone number ending in 78? If so, I see that there's been issues with the card on file since the last 3 times we've tried to take payment it hasn't gone through (Dec., Jan., and most recently early March). You made a payment using a different card from what we have on file in January. Perhaps review the card on file and see if a different card should be listed, or contact the card issuer to find out what the problem is on their end?
Photo of Christy


  • 60 Points
This has happened to me too.  Tried to call, was on hold for 1 hr and finally gave up.  You ask for preauthorized payments and then don't process the payment and collect late fees.  Have had the same phone for 2 years, Same credit card, no changes to address. bank, anything.  Went to cancel the automatic payments and can't because I still owe a payment.  ??????  How do I remedy this?
Photo of David

David, Mobile Master

  • 95,958 Points 50k badge 2x thumb
Make the payment using other means to reduce your balance owing to zero. Then cancel auto-payments.
Photo of Mats


  • 23,574 Points 20k badge 2x thumb
@Christy was there room on the card for the payment to be taken out?

If there wasnt it will show in account history as payment being made. I dont know why it does that because it shouldnt. On the main page though it will still show a balance to be paid. They dont try and contact you, this balance just gets added to your next bill.Anything longer than that I dont know how they handle it but I'm sure they try and contact you sooner or later.

Usually pre authorized payments work great as long as the funds are there to pay.
Photo of Josie

Josie, Employee

  • 4,028 Points 4k badge 2x thumb
@ Christy, this may happen when the credit card expiry date is no longer valid.  Notifications on this was sent last month to phone # ending in 32.