One of the more popular reasons customers don’t like autopay is that the company pulling your money might accidentally (or maliciously) take more money than they’re supposed to. Unfortunately that fear has been realized with T-Mobile, at least a little bit.
The Mobile Report has received exclusive insight that some T-Mobile customers may have been mistakenly double-charged for their payments between 4/10 and 4/13. Only one of the two payments would have been posted to the customer’s T-Mobile account, so unless you regularly check your bank account, you wouldn’t even see it.
The remedy
It’s not all bad news, though!
T-Mobile claims that customers affected by this will have the duplicate payment refunded automatically, without any action needed. Customers may still call Customer Care to dispute the duplicate charge, but since there will be no record of the duplicate payment in the T-Mobile system, the rep will just have to instruct the customer to wait. That could make for an awkward interaction.
It’s not clear if the payment will be “refunded” (as in, the money was taken and will be returned), or if there are simply two pending charges on people’s accounts, of which one will “fall off” after a certain amount of time. Either way, don’t panic, it’ll be fixed automatically and you don’t have to do anything.
Final thoughts
Being double charged is not a new concept, and we’re by no means blaming T-Mobile for this mishap. However, we feel that not notifying customers of this can be a little annoying.
Automatically refunding them is the best way to go about this, but a simple email could save both them and the customer service rep some time. If there’s a lesson to be learned here, it’s to always keep an eye on your bank account and any suspicious charges you don’t recognize.
