Thanks for bringing your concern to our attention in a number of places.
Please know, before you become concerned that I’ve addressed you as “gailc.x5tuvm”, that I do know that’s not your name, but it’s the randomized Community username created when you set up this Community account, and by using that with an @ sign in front of if, I enable the Community platform to notify you of a response to your topic. If you’d prefer to be addressed by a different username in Community, I’ll be glad to change that for you.
I see @louisdi has addressed some of the concerns you brought up. Please know that Louis does not have access to your account or your Help Ticket and is advising you based on his expertise on our service and policies, not on specifics about your situation. It was very kind of him to remove your personal information from a public topic that everyone on the Internet can see.
He has correctly described how things work when a payment fails. In order to protect your bank account, no credit card company is going to allow a charge it has denied just because the company trying to collect payment tries again and again. That’s something you’ll need to clear up with your bank. Our Help Team answered you, providing the correct information concerning the inability to process that order.
Louis has also correctly explained why you were addressed as “James.” When a ticket is opened, we must ascertain that we are working with the account owner as indicated on the account. You can manage how that account is set up by logging into the account portal. We are not permitted to make that kind of change. As a mobile phone service provider, we are bound by very strict federal regulations that are in place to protect each member’s privacy. As such, we are not allowed to change the owner of the account, unless we verify that we have the permission of the listed account owner. Due to the reply you shared above insisting that you are not the listed account owner, our Help Team will not be able to take any action on your account, as they are required to be certain they are working with the listed account owner to take account actions.
I’ll take over your Help Ticket and see how I might be able to help further. I understand that when you simply want data and can’t get the order processed, it can become frustrating, but please take comfort in the fact that everything you’ve described, from the bank’s refusal to process the charge, to our response addressed to “James” is completely designed to protect you from fraud, and the rules that are designed for that purpose are not flexible at all.