I registered for AutoPay in February, 2014 and was notified that the payment was returned last week and that there was a $25 charge for the returned payment. There was more than enough money in my account to cover the charge so I went to My-T Mobile account to check the account information. The first thing I noticed is that address portion of the account information field is blank. Next I notice that the AutoPay setting was turned on but, when I opened the link to manage/edit my account, I get directed to a webpage that stating that there is no account information available. I call customer support to get the situation sorted out and explain very clearly that: (1) the information associated with my account is missing (2) the scheduled autopayment was returned, likely due to the missing account information (3) I wanted to speak with someone that would be able to look at my account and make the needed adjustments. This led to 8 transfers back and forth between customer support and billing.
None of the people I spoke with have provided clarity into the situation, only transferring me back to the division that I had already told them was unable to assist me. I called back several times, hoping to speak with someone that could answer a simple question: "Why can't I access my account information to verify that AutoPay has been set up properly?".