This account (removed for account security) has been signed up for auto pay for over a year. We have always seen a draft from our business checking account on the first business day of the month for $230.47. We expended our office and added additional internet service in May so the June 15 bill included the new monthly service charges as well as fees for the backdated upgrade period. Our account was drafted $755.36 on 7/1/14 to pay that bill in full. The July 15 bill was for the new "regular" monthly amount of $480.42 and, again our checking account was drafted to pay this bill in full on 8/1.
On 8/4 we reported a service outage and were told that the company's internet service had been shut off for non-payment and the only way to resolve it was to pay $164.92 by credit card immediately. Our business depends heavily on the internet service we pay Comcast for. So, without any supporting evidence or reason to believe we were actually behind in our payments we made the demanded payment to have service restored.
Now, our account shows an overpaid value for $164.92. Please provide an explanation for the 8/4 service shut-off and a supporting invoice for the $164.92 charge that was posted to our credit card on 8/5.
Welcome to the forum.
We do apologize for the issue you had with our service and discrepancy on the bill.
I've engaged our regional support team to assist you in this matter.
Our regional team informs us they worked on this issue on 08/13 to 08/15 to assist.
They have sent the account's status, update and information to the primary contact email on your account.