Service suspended despite auto-payment arrangement and plenty of funds

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  • Problem
  • Updated 3 years ago
  • Solved
Many of my accounts are saying service suspended for non-payment despite the fact that I have an auto-payment arrangement.  Not only that but when I go in to pay it manually there is a check beside a box that says, "All recurring subscription charges will be charged to this card."  So Rise didn't take their money, now I get to look like we don't know what we're doing to our customers.  When I go to make the payments manually they go through just fine, so it's not a card issue.  
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tony

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  • disappointed.

Posted 3 years ago

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Robb, Official Rep

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Tony,

This appears to have occurred because you had 5 invoices that did not autopay on 10/21/2015. The reason for the decline was "Your card number is not correct".

I have sent you an email detailing these.
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tony

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Robb,  The card number was indeed correct.  It was an issue where I reached out to you to let you know our card had been compromised and shut down.  We were waiting on a new card and you provided the link to input the new card info.  We got the new card a week later and input the new numbers.  I let you know the new card info had been entered and you said OK.  There was no mention that the transaction would not be completed by Rise.  
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Robb, Official Rep

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Tony,

Please see my email for response. 

Thanks!
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tony

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Robb,

The bills that didn't get paid because our credit card was hacked were paid 2 days ago when we realized that they would not run automatically after we entered the new info.  You did send an email that said as much, but we had missed that part.  However, 2 days after being paid manually our customers are still without service.  
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tony

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I made a mistake.  I went back and looked at my paid invoice and it appears to have been paid 3 days ago...not two.