Improve Online Process To Resolve Credit Card Billing Issues

Submitted 7 years ago

I have utilized the H20 Autorecharge feature for several months without issue. However, last month my card was temporarily declined due to a security lockdown from the card processor while I was traveling to an unusual location. Unfortunately this coincided with the monthly Autorecharge cycle which failed to process and my phone line was deactivated. I decided to manually recharge my phone for that month when discovering no simple online process to address the problem. To my surprise, next month my phone was deactivated again for the same reason despite the credit card functioning properly again. After a long process of typing to the chat representative, and a long time waiting on hold to be transferred to the billing department, it appears H20 has a policy to stop processing Autorecharge for any phone line which encounters a problem processing payment at the scheduled interval. This policy is understandable, however, there is no simple means by which to address the problem via the user Account portal on the H20 Wireless website. I would have preferred to resolve the problem with a simple card update or re-enrollment in Autorecharge, but no such process was provided. I recommend making the necessary adjustments to provide an expedient online process to restore Autorecharge billing in the event of a disruption.