Auto Refill Discount & CC Declined

[melenet]

I had sufficient funds for the transaction to go through. But my CC was Declined according to an email.

Didn't notice any of that until I made a phone call today. I authorized via automated phone system a CC charge on the same card of $45.77 which is tax w/o discount.

Did i lose the Auto Refill Discount even though the Decline was not my fault?

[ST - Grace]

Hi melenet. My name is Straight Talk Grace. We will need to check your account. I will contact you directly through a private message. Thanks.

[melenet]

ok will check pm

[melenet]

could have told me that straight talk would not reinstate the discount.

save me the aggravation of going through live chat

then being told that I need to speak with someone on the phone

even if i can prove that it wasn't my fault straight talk isn't going to reconsider reinstating the discount because the CSR said the system can't do it

[Debbie_ST]

Hi melenet. My name is Straight Talk Debbie. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline, so I can address it further. I will contact you directly with a private message. Thank you.

[Crow13]

I have the auto refill discount on one of my lines - can I get it applied to another line? Thanks.

[Debbie_ST]

Hi Crow13. My name is Straight Talk Debbie. Sorry that you’re having a problem. We're sorry that you’re having a problem. Please check your inbox for a message. Thanks.

[Trooper501]

Hi,

I basically had the same thing just happen to me. I have been a happy Straight Talk customer for several years now, I have been enrolled in the auto-refill and have been receiving the 2.50 discount. My bank issued me a new debit card with a new expiration date. All of the bank information was the same except for the expiration date. I forgot to update my account information on the website and noticed that the auto refill transaction was declined, I went to the website and updated the expiration date - the transaction immediately went through fine.

When I saw the billing for the auto-refill I noticed that the 2.50 discount was no longer applied to the account. I figured that it wouldn't be a big deal to have it reapplied and mistakenly assumed that Straight Talk customer service would take care of it in the spirit of keeping a loyal customer happy.......WRONG.

I spoke to both the initial representative as well as his supervisor. They were both polite and respectful however they were not willing to change anything. I explained that this was simply an error on my part because I forgot to update my expiration date. Honestly, I thought the auto pay was attached to my bank account and not the debit card so I never thought of it.....all of my other auto-pay bills from other companies are. This was not an issue where the transaction was declined because of insufficient funds, closed account etc. I was told that because the transaction went through and was declined then I had to sign up for auto pay again. Since they were no longer offering the discount they would not extend it to me......Come on, really? I didn't get upset with either representative because this isn't their fault, they are just doing their jobs and carrying out their marching orders as dictated by Straight Talk.

I have been very happy with Straight Talk but this really leaves a bad taste in my mouth. I have touted them to friends, co-workers and family for several years now.......never again. I am not going to continue to do business or promote a company that cares so little about their customers. This was an easy fix that could have been taken care of, instead I will go elsewhere. It has nothing to do with the 2.50.....it is the principle. I'm sure I may pay a bit more with another company's pre-paid plan but I don't really care. I believe in treating people fairly, taking away my discount due to an administrative oversight isn't treating someone fairly.

The only recourse an unhappy customer has is to spread the word, I'll be sure to do my part.

[Jhonally_ST]

Hi Trooper501. My name is Straight Talk Jhonally. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline, so I can address it further. I will contact you directly with a private message. Thank you.

[Bonk19]

I had the exact same thing happen to me! My husband and I were both set up for auto-refill on our accounts and we've enjoyed the service up until now. In December we had to get new Debit Cards (bc of the stolen information from Target) - we didn't know our Straighttalk account was linked to our debit cards instead of our checking account (like everything else was). When my husband's phone was shut off, we called Straighttalk and figured out our debit information had been declined (since it was the old card). I gave them the new information for both of our accounts and asked that the discount be applied again. I was told NO on my husband's account b/c it had officially been deactivated when the payment was declined - I tried to state my case, but the rep wasn't sympathetic at all and told me NO. I then focused on my account (since my activation date was several days after my husbands) - my account was still active, so I gave them the updated information. I was told by the customer rep that I would receive the discount on my account still since it was not officially deactivated. However when the payment was processed a few days later for my account, it did not have the discount on it anymore either. I called back into customer service, but was told there was nothing they could do. So my account was never deactivated, but because I updated my credit card information with them, they took the discount away. I was PISSED. I was told they couldn't do anything and that was that. What a horrible attitude towards customers. I used to recommend them all the time to my friends, but I will definitely be thinking twice before I recommend them again. I agree - it's the whole priciple...not the stupid $2.5. I'm especially upset about my account b/c it was still active - all i did was give them new debit card information and they took my discount away. HORRIBLE customer service.