The phone company might screw you up badly

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Here is a story from my friend who had travel abroad, other countries for 3 months. He set is payment on auto - pay to his bills, mainly his phone company, which also connected to the burglar alarm system. After he came back, the phone line was cut off, and there was a letter telling him that he owe $1,200 of the phone bill. So, he called their customer service, and want to get to the bottom of this matter. They transfer him to a higher level of management since he was angry, and they told me indeed he set the payment in auto - pay, and their system has glitch during that time, so the computer didn't actually receive the payment. So, instead of charge him further, they have to cut off his phone line, which might screw up the burglar alarm system too. Now, my friend just have to pay this payment in 4 times, since it is a big amount. But that is their problem with this glitch on their system, not his. I hope that they didn't charge him the late fee or anything.