Burned by lack of payment plan management options complaint / suggestion

So, I'm turning here because I don't feel the representatives answer was good enough. I just received an overdraft notification from my account in another state. This account is what I made some purchases from and put a payment plan on. Before my last payment was posted I went to my account settings and switched my primary billing account from this account to a different account that actually has money in it. There was no notice that this would not change my payment plan account. The next payment was posted to the same account that no longer had the money in it. I received a notice this morning that I have a $25 overdraft fee. I called customer service to work it out and confirmed that the payment plan account was not changed when I changed my primary billing account. The representative was nice, she apologized, but I still feel pretty miffed.

The fact that a software development company doesn't have a means by which I can manage my payment plan or even see a balance causes me to ask why. I can't help but ask. I don't want to assign motives but, really why? Every other time I have had to pay off a balance I receive a statement with previous and current balances for every payment. The email statements don't even have that. The fact that I thought I was taking care of my business and switched the accounts and thought I was alright only to find that I still had to call to switch the payment plan account..... Logos, thank you for helping me grow? You're making it a challenge for me to be Christ-like this morning.

So my suggestions: 1). let us manage or at least review our payment plans without having to call. 2). Inform us that changing the little dot from one account to another does nothing to affect the payment plan account. (I was told that you have this notification if I were to add an account and it's possible that I saw that notification years ago, but make sure we see it when we switch between to accounts that are already saved in your system).

I'm dealing with major health problems, enrolled in Seminary classes, only working part time and have a wife and two kids, and we're trying to save for Christmas (travel etc.,.). $25 is a lot of money in my world right now.

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Comments

Paul-C

I'm sorry you had to learn about this the hard way, Jeremy.

I often switch credit cards mid-term on my payment plans because I collect frequent flyer miles on one card, then switch to another. When I do this I email PaymentPlans[at]logos[dot]com and they make the switchover very quickly (usually same day).

I do agree that it would be nice to have the facility to switch accounts yourself online - and perhaps Logos should add a warning to the page where you can change account details for other purchases, that payment plans won't be affected by any changes you make.

Mike Childs

I also had a similar experience of changing my primary billing account, and then being surprised when my payment plan continued to bill the old one.

I also assumed changing the primary billing account would change what was being billed. It should at least be simpler and clear that it does not. There should be a simple way to change what account is billed.

Bruce Dunning

I acknowledge and feel your frustration Jeremy and am sorry that this has happened to you. I'm also sorry to hear about your health. I think you make a number of valid points which I'd like to comment on here.

As you suggest I think that payment plans do need improving. Today I also received a payment plan notice from Logos which I believe is my final payment but the notice only said that the payment was made and there was no statement attached or even linked to. So I set out to find the information on my account on the website but I couldn't find anything. I then went back to emails I have received over the past 3 years when this payment plan began. I think I determined that this was the last payment but I could not confirm this so I sent an email to ask. The simple answer here is that Logos should provide a statement with each payment withdrawal or at least provide a link to where it might be found.
I also had a similar experience last year with a withdrawal of funds from the wrong credit card as a payment. I changed my primary credit card by calling customer service on the phone but didn't realize that this didn't apply to payment plans. It has to be done separately. I think that this should be changed so that we can monitor payment plan credit cards more easily and without having to make a separate call. Ideally it could be managed through the website. I should mention that customer service handled this well and promptly made a refund to the one credit card and withdrew the payment from the correct one.

All this being said, I still believe that Logos is an amazing company but how they handle payment plans does need improving.

Mike Childs

https://community.logos.com/discussion/comment/548213#Comment_548213

All this being said, I still believe that Logos is an amazing company but how they handle payment plans does need improving.

[Y] Oh, yes indeed. When I criticize something about Logos, I intend it as constructive criticism. I think they are a wonderful company, run by wonderful people, who have a wonderful product.