Email received that Pre-authorized Bill Payment has not been received

[cdlamb]

I have had pre authorized bill payments set up to pay my Bell Express Vu monthly bill with my Scotia Bank Visa.

I just got an email that informs me that my payment hasn't been received.

Why would it not go through on schedule?  Nothing has changed with my credit card info or Bell account that I am aware of.  I tried calling, but can't get anyone now that it is after hours.

What is the point of setting up a pre auth payment if they aren't processing it?

[John54]

Got a notification saying my bill hasn't been paid, but I have pre-authorized payments setup through Visa. No changes have been made to the account. 

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

This is a peer-to-peer website. As such, we do not have access to your account and billing records.

There is no need for you to reply to this notification. This could also be a fraudster trying to access your account to scam you. 
Did you recently set up pre-authorized Visa payments? If so, to be safe, then you should make a manual payment on your current bill. Pre-authorized payments can take from 1-2 billing cycles before they are fully activated. Any overpayment that you do make, will be credited  to your account and will be applied to your next month’s bill. Do not adjust your pre-authorized Visa payments!

You can verify the legitimacy of this notification by calling Bell Customer Service accounts & billing? You can log in to your Visa account to confirm payment details. If you have an outstanding balance on your Bell account, you will be able to view this by logging in to your MyBell account.

I have included this web link that will assist you in reporting security issues,

Never share any personal information with anyone you do not know or trust! Do not open web links or messages in emails or text messages!

Service provider impersonation scam - Bell

When in doubt, check it out!

Thank you very much for sharing this with everyone in the Bell Community.

Take care.

[dks]

Thank you for your question. If you receive such a notice, the best way to confirm is to check your account on the MyBell web page. If there is a payment problem, it will show up as an outstanding balance.
The second thing is to carefully read that e-mail. As @WelshTerrier @said, it could be a phishing e-mail intended to steal your banking information. I have received several such e-mails in the last week saying I have a Bell bill to be paid. None were from Bell. Never accept such e-mails at face value. When in doubt, check it out. 

[BruceJ]

I also received an email stating that this month's pre-authorized payment has not been received. Why is this?

[Only me · Accepted solution]

I received the same email and promptly called bell.  They are having a problem with their pre-authorized payment system. They said it will be rectified and we will not receive late payment charges!!!  My payment is already 11 days late.  This has to be a major issue within their system.

[Only me]

Bell is having issues with their PAD ( pre-authorized payments) system. They are trying to rectify the problem.

[Xrose31]

Happened to me as well, bell just trying to have you pay extra with late charges

[BellPatricia · Accepted solution]

Hey everyone,

Thank you for reaching out to the Bell community.

Some customers may have experienced a temporary disruption with pre-authorized payments; you will receive an email if this affects you. We appreciate your patience as we address this matter.

@BellPatricia 

[Richard Henry]

I don't think the issue is resolved. Am constantly having this issue for the last three months. I tried contacting my financial institution, and they are saying no stop or block is on my account and I also can see other PAD's for my insurance company is going fine. Every time I contact bell customer care service, they are asking to remove the existing Pre authorized details and to enter the same details again. But no luck. This is really frustrating. Every time am spending 20 to 30 mins in the call. But still no solutions, I have the issue ongoing. Can some seniors from Bell in this Forum take a look and fix my issue ASAP.

[BellPatricia]

Hi there @Richard Henry  

Welcome to the Bell community 🙂

Are you getting an error message when you try to update your PAD information via MyBell? 

@BellPatricia 

[Richard Henry]

Hello Patricia,

i am not getting any error while updating the PAD. After adding  getting an email confirmation that my PAD has been updated. But then they are trying to debit the amount from my bank account, Bell is getting some error. I checked from my Bank and they are saying we cannot see any request initiation from Bell.

[3psilon]

Hello ! Exact same problem here with autopay set up with my Scotia Visa Credit Card. Used to work fine, but this month I received an email stating that the autopay didn't go through, so I had to manually pay from the app (with the same credit card) and it worked without any issue.

Autopay is still setup with the very same card so there's really nothing more I can do about it.

Reading this topic, I feel like this problem is gonna happen again next month. Please Bell fix this technical issue.

Thank you

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

This is a peer-to-peer website. As such, we do not have access to your account and billing records.

There are numerous fraud scams targeting customers using phone calls, emails, text or social media messages. This could be a new variation of phishing scam indicating that the autopay did not go through.

Can you share some further information with us?

1. Did you recently set up pre-authorized Visa payments? If so, to be safe, you would need to make a manual payment on your current bill. Pre-authorized payments can take from 1-2 billing cycles before they are fully activated. Any overpayment that you did make, will be credited to your account and will be applied to your next month’s bill. Do not adjust your pre-authorized Visa payments!
2. Have you verified the legitimacy of this notification by calling Bell Customer Service accounts & billing?
3. Have you logged in to your Visa account to confirm your payment details.
4. Have you verified the outstanding balance on your Bell account?

If this was a scam or phishing email, I have included this web link that may be of assistance to you in reporting security issues.

Reporting security issues : Reporting potential security issues

Never share any personal information with anyone you do not know or trust! Do not open web links or messages in emails or text messages!

Service provider impersonation scam - Bell

For further assistance, you should contact Bell Customer Service Accounts & billing at: 1 866 310-BELL (2355) or dial #611 from any Bell mobile device.

Thank you for posting your question.

Take care.

[3psilon]

Hello ! Yes here is some further information:

1. Did you recently set up pre-authorized Visa payments?
   I set it up 2 months ago, but it worked fine in october so I doubt it's a "prestart" problem.
2. Have you verified the legitimacy of this notification by calling Bell Customer Service accounts & billing?
   No but there's no doubt the email is legit. Certificates are verified (Bell <ebill@bell.ca>), personnal informations and invoice amount are correct too.
3. Have you logged in to your Visa account to confirm your payment details ?
   I did and the november transcation does not appear whereas the one from october shows up. Now that I manually paid for november, it does show up obviously.
4. Have you verified the outstanding balance on your Bell account?
   Yes, my balance showed that I still owed one month of payment. Now that I manually paid, it's back to 0.
   

Thank you for helping !
Have a good day !