After building up well over $100 worth of minutes on an automatic refill/charge system for pre-paid cellular service, the system suddenly, without contacting me, failed to charge, and I was surprised to discover my service had been disconnected. I had to work for a long time with customer service, but eventually they acknowledged that they could see in the notes that the problem was their error, they reinstated the automatic charge system, and recredited my minutes. They told me when those minutes would expire, and told me I had a two day grace period to recharge after the expiration date.
When the next recharge day came around, I waited for the full day to see if it would recharge (one can't know whether it will charge you on that day until that day is over). When it didn't, I called the company the next day, and was told the following: everything that I had previously been told was false; the system had again dropped me from automatic charges without contacting me; because I had a previous break in service, which they again acknowledged that the notes indicated was their fault, I would not have my minutes returned to me.
In both cases, they acknowledged that the notes they could see showed that I had been misled by information that company employees (including supervisors) had given me, and so the errors were theirs—the interruptions in service were their fault. Yet they still took well over $100 in minutes that I had already paid for, and refused to either refund the money or recredit the minutes.
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