Like many people, Travis Kersh and his wife were attracted to the low-cost and flexibility of a month to month cell phone plan.
He pays about $91 dollars a month for two lines, through Family Mobile. Travis says he and his wife usually settle the bill by phone. He says he's never had a problem until September, when he admits, they made a mistake.
Instead of entering in 91 dollars, Travis said his wife accidentally added in an extra zero.
“And it come up $910. So then it come on, ‘do you wish to pay $910,’ and we're like no!” said Travis, explaining how he and his wife repeatedly said “no” into the phone to cancel the payment. But it didn’t work and the payment processed.
Travis says he immediately called Family Mobile.
“So I was like, so it's got to hit my bank? She said yeah. She said but after it does just call back and we'll have your money back within three to six days,” said Travis.
Travis says he called again and again over several weeks with no refund.
His next call was to 7 On Your Side.
Travis signed up for his Family Mobile plan at a local Walmart, with T-Mobile providing the wireless service. Walmart told us because this was a payment issue, we would have to contact T-Mobile directly.
And the company was quick to respond with a solution.
“We authorized a refund to the customer for the $910 less what was owed for her last three months' bills,” said T-Mobile Spokesperson Dave Berkowitz via email. “I can tell you that while these kinds of technical issues are rare, no system is infallible."
Travis also received a text saying his refund was approved. And by Monday morning the remaining $636 was back in the Kersh’s bank account.
T-Mobile also says when paying through the automated system, customers can always cancel the process and start over.
When paying any bill over the phone, know your options. If you don't feel comfortable going through the automated system, choose to speak with a customer service representative.
But check the cost of doing so because some companies charge a processing fee.
Also ask when your payment will post. Payments made through an automated system might post to your bank account sooner or later than if you pay through a customer service rep.