Fordpass SNAFU: reducing "free" balance AND billing you for the charging

timbop

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Both @usmcsatcom and I got billed for our "free" charging sessions today, AND our remaining "free" charging got reduced too. Anyone else having this issue?

Fortunately I only did a quick session during a bio break, but if this happened during a long trip it would be annoying. Receipt from Fordpass:
Ford Mustang Mach-E Fordpass SNAFU: reducing "free" balance AND billing you for the charging Screen Shot 2021-06-19 at 11.50.03 PM
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hitchhiker

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Same thing happened to me today. Only a quick charge, $2.01 billed and 7kWh credited from my free 250. EA at Chicopee, MA.
 

Kamuelaflyer

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Worth writing the customer experience executives at Ford perhaps? Might sound like overkill, but they’ll probably know who to send that info to in order to get the bug fixed and a credit issued.
 

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Worth writing the customer experience executives at Ford perhaps? Might sound like overkill, but they’ll probably know who to send that info to in order to get the bug fixed and a credit issued.
Please do. Def not overkill.
 

JCHLi

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I've previously had it bill me instead of using the balance. Then a month later someone from Ford emailed me and said they found an error do they refunded me the changes.

It didn't bother me that much since it didn't bill me and use the balance so your situation seems a bit worse.
 


DanCoon

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Opposite problem for me... I did a DC charge yesterday at an out-of-network EA in Palo Alto and got charged for only 2kwh instead of the 12 that I actually received.
 

ARK

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Opposite problem for me... I did a DC charge yesterday at an out-of-network EA in Palo Alto and got charged for only 2kwh instead of the 12 that I actually received.
Some EA chargers are out of network from Ford Pass?
 

DanCoon

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Some EA chargers are out of network from Ford Pass?
Yeah, I thought that was strange too. I tried using the Ford App to find a place closeby, and found none. Then when I went to the EA App I found one that wasn't listed under Ford. Not sure what that is about. I even tried finding and activating it in the Ford App again when I got there... no luck.
 

methorian

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Some EA chargers are out of network from Ford Pass?
Yea - I experienced this back in March when I took a trip. Couldn't figure out why P&C wasn't working until I opened the FordPass app and that EA charger didn't show up. Always good idea to have the various charger company apps installed and profiles created, will reduce some of the headache of public charging...

It has since been added to FordPass. My guess is that maybe some older EA chargers need upgrades before they'll be compatible with FordPass.
 
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timbop

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Yea - I experienced this back in March when I took a trip. Couldn't figure out why P&C wasn't working until I opened the FordPass app and that EA charger didn't show up. Always good idea to have the various charger company apps installed and profiles created, will reduce some of the headache of public charging...

It has since been added to FordPass. My guess is that maybe some older EA chargers need upgrades before they'll be compatible with FordPass.
I remember seeing an article last year sometime that the older EA stations had to be upgraded to support P&C.
 

TheVirtualTim

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When I use Electrify America (three times now) it shows me a bill ... as if I were paying for it. But then I get the message from FordPass that my credit balance was reduced by the number of kW on the charge ... and when I check my credit card I see that i was not actually charged.

When I saw your post, I went back into my card to re-review and confirm (because I know exactly which dates I charged) ... I was not *actually* charged despite being shown the dollar amount, it just reduced my charging credit.
 
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timbop

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When I use Electrify America (three times now) it shows me a bill ... as if I were paying for it. But then I get the message from FordPass that my credit balance was reduced by the number of kW on the charge ... and when I check my credit card I see that i was not actually charged.

When I saw your post, I went back into my card to re-review and confirm (because I know exactly which dates I charged) ... I was not *actually* charged despite being shown the dollar amount, it just reduced my charging credit.
Yes, I only charged at EA once before as well and the bill was $0. I think they must have updated the backend billing system over the last couple of days and that's what introduced this bug.

I'm sure it will get fixed and I will get my 7 kwh, but we all just need to make Ford aware of it.
 

DanCoon

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Some EA chargers are out of network from Ford Pass?
Just double checked the app and saw that charger shows up in the Ford App now... must have been a fluke yesterday.
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