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I didn't get my prepaid Auto Pay bonus
Beomagi
Member

I have two phones, one $60 one $45 plan.

I see that they both paid automatically, but the $45 plan phone didn't get the 1GB bonus data.

On that phone I see two messages. The first was "your $45 auto pay payment was processed". The next is "Auto REUP failed".

Thing is I can look at my payment history (and bank statement) and see the payment went in.

Has this happened to anyone else? Any ideas?

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Re: I didn't get my prepaid Auto Pay bonus
Moosie42
Member

The same thing happened to me! I know it says the extra GB of data will be added on once the first auto pay is successful, but I've had the plan for two months now, and I should have the extra data. I'm thinking maybe it takes awhile to kick in?

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Re: I didn't get my prepaid Auto Pay bonus
vzw_customer_support
Customer Support

We want you able to rely on any of our services, including our fantastic prepaid options.  The best case in this situation would be for you to speak to our prepaid specialists who can be reached at 877-777-5759. 
MatthewT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: I didn't get my prepaid Auto Pay bonus
Beomagi
Member

So I contacted support to resolve the issue. Service was not what I'd expect from Verizon (pretty bad).

The tech "Daniel" tried to convince me that the problem was on my side, and that I had used 1GB of data in a single day. Data remaining was 1009MB (1GB is 1024MB) Daniel said "you're have just over 1000MB so you used almost 1GB already"... that's just.... fail....

This is my wife's phone which was off most of the day or on the wifi network.she barely uses her phone, so 1 GB is ridiculous. Phone data usage was saying 9MB was used.

It seemed like he wanted to just close off and end the chat.

Even at the end after he added my missing 1GB he was trying to suggest I used more data than I actually did.

He then claimed that I need to turn off my data when I'm not using it to prevent that issue from happening - making up stuff when you don't know just makes more annoyed - say you're not sure but will investigate! I told him about getting a REUP failed message right after the autopay went through and he said it was a timing error without going into further details. I have non idea if this will happen again, and if I have to go through it next month.

This is my worst Verizon experience. They're usually on the ball and knowledgeable - tough I normally deal with their business side, for testing circuits

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Re: I didn't get my prepaid Auto Pay bonus
vzw_customer_support
Customer Support

Beomagi, we always want you to have a positive experience when working with one of our representatives. I apologize that this did not happen with your most recent interaction. I am confident that we can turn this around and restore your faith in us. We appreciate your feedback. Should you need additional assistance, you can reach one of our prepaid specialists directly at 877-777-5759.
RashadM_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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