Missing EA charge balance

[Brian M]

Has anyone experienced this? Bought my car new original owner this past January. Registered and received my 250 kw of free EA charging shortly thereafter. On February 15 I took a road trip and used 116 kw from EA DCFC ( there were other DCFC sessions but I had to pay $ for these). I received receipts for the EA charges and on my last one had a remaining balance of 134 kw. I have a level 2 Grizzl e at home so I never used another DCFC until this past weekend. My wife can’t be bothered to plug it in at home much less figure out how to use a DCFC and charge, plus all the Connected services and FordPass information is in my name and email so I would have received an email receipt. I used it this past weekend and my first charge I was billed for the kw and it listed 0 balance. Yeah it was a gift and it’s ~$64 equivalent but I thought these never expired. Ford.com passed me to the BEV team and opened a ticket for me but was wondering if anyone else experienced this. CC on file is active and each time I plugged in to an EA station it took the 2 minutes to talk to car and started charging, unplugged and soon there was a receipt in my email so the process works.

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[azerik]

It expires but usually after a year to three. But EA also happens to siphon it off if you're paying attention. a EA charger charged me for the previous persons kW. Never did get it back. Even though the BEV team 'is doing something about it'. The only thing the BEV team has done with me is fight about everything, and tell me they fixed it.
EA 'can't even see the Ford balace'
Ford 'Can't push anything to EA because it's not our system'

Some of us are just lucky that way I guess.

 

[Brian M]

My first thought was someone was using them w/o me knowing but then I figured the balance was somehow associated with my pay and charge and email so I would get an email letting me know someone was stealing my balance. There’s entirely too much tech and interlocking communication between Ford And EA to set this up in the first place to not be able to track more closely.
Lucky, so I should play the lottery?

 

[azerik]

Any time you charge with them you should get an email from Ford stating how much your balance decreased. In total I've had about 125kW go walkabout and no luck getting it back. If I was paying for it I'd be a little mad. But I also wouldn't use the Ford app once those kW are gone. P&C or not I don't need another layer of issues to keep me from getting my monies back from EA. They see it happening, but they can't 'give it back to me'. o they were supposed to credit my EA account, which also didn't happen. I've put about 5 hours round and round on the phone for this with both EA and Ford.

 

[gcoote]

I have the exact same issue. I called customer service and they told me they could see that I still have a balance that expires next year. I had 500 kw. They doubled mine since the delivery of my GT in 2021 was late. They also extended it a year and I have ~220 kw left according to customer service. This seems accurate although I can’t see the balance in the app or online. I rarely use a charger away from my house. I have only used them in two trips out of state. They asked if I wanted to put a ticket in and I was tired of being on the phone…

 

[worachj]

I've only used my free EA charging twice since purchase, and should have 224 kWh remaining. Last week I noticed it is no longer showing any balance and no expiration date.

I guess it's software bug since others are also experiencing it.

 

[Brian M]

Ford giveth and Ford taketh away. BEV said oh we’ll look into that for you but as they said to @azerik, it’s not our system so we have limited access and options. I reminded them that they have enough access to post or give them in the first place and follow for almost half the usage but that’s where it stops? There’s enough access to supply enough of my car information, email and credit card when it’s plugged in but that’s limited? I’ll just sit here and hold my breath until they find them.

 

[azerik]

I've only used my free EA charging twice since purchase, and should have 224 kWh remaining. Last week I noticed it is no longer showing any balance and no expiration date.

I guess it's software bug since others are also experiencing it.

This one is another bug contact them they can reinstate it. If not, you may have to go through and reactivate it by putting in a new card.

 

[worachj]

Still missing my EA charge balance when looking for it on ford.com, but it does show up if I look at the balance on the FordPass app.

Seems like it's a ford.com problem and I'm not going to worry about it.

 

[gcoote]

Still missing my EA charge balance when looking for it on ford.com, but it does show up if I look at the balance on the FordPass app.

Seems like it's a ford.com problem and I'm not going to worry about it.

Ha, I just found it and came to post an update and saw someone already did. I can see it in the app as well while it still does not show in Connected Services.

 

[ryi0205]

Has anyone experienced this? Bought my car new original owner this past January. Registered and received my 250 kw of free EA charging shortly thereafter. On February 15 I took a road trip and used 116 kw from EA DCFC ( there were other DCFC sessions but I had to pay $ for these). I received receipts for the EA charges and on my last one had a remaining balance of 134 kw. I have a level 2 Grizzl e at home so I never used another DCFC until this past weekend. My wife can’t be bothered to plug it in at home much less figure out how to use a DCFC and charge, plus all the Connected services and FordPass information is in my name and email so I would have received an email receipt. I used it this past weekend and my first charge I was billed for the kw and it listed 0 balance. Yeah it was a gift and it’s ~$64 equivalent but I thought these never expired. Ford.com passed me to the BEV team and opened a ticket for me but was wondering if anyone else experienced this. CC on file is active and each time I plugged in to an EA station it took the 2 minutes to talk to car and started charging, unplugged and soon there was a receipt in my email so the process works.

I've had this same experience. Tried to call BEV, was on hold for awhile, then it seemed to pick up only to be dead silent. Haven't tried again.

For me, it wasn't a case that I used it and then the rest just disappeared. Part of what I should have disappeared leaving me only a few kWh remaining. Based on my charge history from my app., I believe I lost a little over 100 kWh from my 250 total.

I purchased my 2023 new earlier this year in Feb so none of it should have expired at this point. As I said, mine seemed to have disappeared in between the few times of DCFC charging.

I am disappointed to see that others had the same experience, but have not been successful in getting it resolved with Ford.

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