Complaint Regarding Removal of AutoPay Discount Without Notice

To Whom It May Concern,

I am writing to formally complain about the removal of my AutoPay discount without prior notice and the handling of my subsequent customer service inquiry.

For several months, I have consistently received a $2.00 AutoPay discount while paying with a credit card. However, my January 2026 bill did not include this discount. When I contacted customer service to inquire, I was informed that as of January 1, 2026, the policy changed and that AutoPay discounts now require payment via a checking account to receive a $10.00 discount.

I specifically asked whether customers had been notified of this policy change and was told that no notifications were sent, despite the change directly affecting billing amounts. While still on the call, I updated my AutoPay information to a checking account and requested a $2.00 courtesy credit on my February bill due to the lack of notification.

After several minutes, the representative stated that she was unable to apply the credit because it would “show as an invalid discount.” I then requested to speak with a supervisor and was repeatedly told that a supervisor would also be unable to apply the credit. I find it highly concerning and frankly suspect that no one within the organization has the authority to apply a modest $2.00 adjustment under these circumstances.

I am a long-time customer and find it both disappointing and disrespectful that a billing change was implemented without notice and that a reasonable courtesy adjustment was denied, despite my immediate compliance with the new policy.

I am requesting a $2.00 credit to my account to correct this issue and acknowledgment that proper notice should be provided for future policy changes that impact customer billing.

Thank you for your time and attention to this matter. I look forward to a prompt resolution.