Auto Pay did not charge, no communication about balance owed

[yla]

I recently switched to Rogers in mid-May, and immediately set up Auto Pay to get the discount. The due date for my first bill (which was sent several days later) was at the end of May with a final deadline in early-June. For some reason, my Auto Pay just never happened. Online it says that Auto Pay is set up, but it never took place. Not only that, I received no messages or warnings that I had a balance due that wasn't being paid with Auto Pay. I happened to log into the account one day after the final payment date, and I see that the full payment is late. But there is still no warning or message or any sort of communication, whether on the portal or via email/text, that I need to make a payment. I paid it manually this time, but how will I know that Auto Pay will work in the future? And why is there no communication around this type of thing? It feels unfair, and I hope there are no late payment fees associated with this.

[Pauly · Accepted solution]

I believe I read on here that it takes up to one billing cycle for Auto Pay (known as Pre Authorized PAyment) to take effect.

When you received your first bill, if there was no indication on the actual bill pages that it will be automatically paid by pre-authorized, then you should actually take the bill to the bank or pay it online, otherwise im pretty sure you see a NEW /DIFFERENT message on your bill statement once its set up explaining to you.   I know all my other utility bills I receive work the same way.

[yla]

Hi, thanks so much for answering! I hear you, I guess it's possible that one needs to wait until the following billing cycle in order for the Auto Pay (preauthorized payement) to come into effect. However, if this is the case then this needs to be communicated by Rogers. I went over everything; the contracts, the emails, the bill, the confirmation for Auto Pay, and nowhere was there any mention that I would still have to manually pay the first bill prior to Auto Pay coming into effect. I had set this up weeks in advance, and the only thing it says online is that if set up within 48 hours of the billing date then it might not take effect in time, but it gives no indication that one has to make that first payment manually. Anyhow, likely you're right but I do not think this is something that can be expected for people to know without the company making at least some mention of it somewhere. Hopefully I don't get late fees because of this. 

[Pauly]

hey your welcome