Payment Overdue: First Notice

[curt]

I received an e-mail from:
FreePhoneLine <no-reply@fongo.com>
Subject: FreePhoneLine Payment Failure

Message:

-----------------

Payment Overdue: First Notice

This is a friendly reminder that your FreePhoneLine account has a past due balance of $2.20. Your payment method on file did not accept the charge when we tried to process the payment.

To update your credit card, follow the steps below.
Log into your FreePhoneLine account here
Click on "Payment Info" in the top menu bar
Enter your new credit card info and click “Update Information"
We will process your outstanding balance with the credit card provided within 24 hours.

----------------

I did this 3 days ago and they still have not charged my card. When will they charge it? Should I worry? I don't want to lose my phone number because of $2.20.

[Liptonbrisk]

1. Visit https://support.fongo.com/hc/en-us/requ ... nt_inquiry to submit a ticket with your inquiry.

2. If you are having trouble signing into your account and/or updating your payment info, please call Fongo's Billing Department at 855-553-6646 ext. 303. Leave a voicemail message that includes the phone number that you can't pay the 911 fee for, your name, and a call-back number.

FAQ is located at https://www.fongo.com/freephoneline-911 ... rvice-fee/

“Upon failed payment of the 911 fee, you will be notified and have 1 month to update your payment method before service suspension. After 1 month of suspension, with no update to the payment method on file, your service will be cancelled.”


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These are user-to-user support forums. Fongo support staff is not obligated to respond or read posts here. Volunteer moderators do not have access to your account and can't resolve account-related issues since they don't work for Fongo. Volunteer moderators are also not privy to when subsequent payment attempts are made.


Visit https://status.fongo.com/.
If "Support System" indicates "Partial Outage" or "Degraded Performance", ticket response time can take up to a week (or longer).

Submit a ticket here: https://support.fongo.com/hc/requests/n ... nt_inquiry


You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Freephoneline account or
any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Freephoneline or Fongo Mobile
account. Again, these accounts are unrelated.

If your ticket is closed, submit another: https://support.fongo.com/hc/requests/n ... nt_inquiry

This is the escalation process: https://support.fongo.com/hc/articles/2 ... -Complaint.




Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST.

Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.

Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

[Liptonbrisk]

I don't know whether the following will affect you, but I thought you might want to know.


https://status.fongo.com/maintenances/y3WknsrsbDYU

'Scheduled - Billing Server Maintenance/Upgrade Scheduled for May 26, 22:00 - May 27, 00:00 (EDT)

Scheduled - We will be migrating servers overnight tonight. Registrations and in app purchases will be affected during this period. No user action is required. We are sorry for any inconvenience during this time."

[curt]

Thanks for your help. I posted a ticket. Fongo replied and said that I'm fully paid. It seems strange because I still do not see a charge on my credit card.

[Liptonbrisk]

You can respond to the ticket and ask for clarification. I would also ask if you can ignore the overdue notice since Fongo claims it’s been paid.

I have no other suggestions or insights at the moment.