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Account Balance Zeroed Out 2013-12-21

Chuck2009x

My wife's prepaid wireless account balance of $293+ was zeroed out today for some reason.

Calling either of the customer service number provided only results in prompts to add money to the account, and of course, nobody uses their phone on the weekend, so there's no humans around.

Why did I think this would never happen sooner or later with Verizon?

Comments

rcschnoor

There is an expiration date on money deposited in a prepaid account depending on the amount deposited. If additional money is not deposited before the expiration date, the unused balance disappears.

You can see the time periods on question #3 under the refill section at the following page.

http://support.verizonwireless.com/support/faqs/WirelessService/faq_inpulse_service.html

Chuck2009x

She's on Auto-Pay for 5 years, the last payment was 2 days ago.

The landing page shows the next payment due is 2014-01-18.

She can't be the only one, this has to be a huge fuck up, and there's nobody around on the weekend.

I'm just going to recover the balance from them somehow and go back to Comcast for Internet, TV and landline, and somebody else for wireless.

Chuck2009x

I figured I'd come back with an update.

I have two phone accounts, they both are on autopay, and they both draw payments from a single Amex account on the same day of the month. This never caused a problem before.

The theory is that Verizon submitted the two transactions to Amex so close together that Amex considered them duplicates.

This is plausible given the fact that two "pre-authorization" transcations hit the Amex account, but only one ended up being paid.

So I've moved up the payment date on one of the accounts. I made a manual payment to restore the account and Verizon has said they will restore the funds that expired; hopefully that will occur in timely fashion.

UnHappyUser71

Duplicate post - please visit:

https://community.verizonwireless.com/thread/814185

Message was edited by: Admin Moderator

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