If I could give less then a one I would. I entered my saving instead of checking account # for my bill payment (difference of three numbers at the end) an honest mistake. Made my payment it showed payment made, received confirmation email and next bill reflected payment made.
So I went to make my payment with saved payment information. After thumbing around on the site I realized it still showed a balance due, So I called. Come to find out the first payment didn't go through (because wrong account cannot do ACH on savings ) fair enough received a 14$ return fee.
I then tried to pay the balance in full and cancel my second payment made from the wrong account. They wont take payments on the phone and will not cancel my second payment. They did agree to refund the 14$ return fee on the second payment since the bill did not reflect the payment wasn't made or any return fees. However even though I paid it in full through my correct checking account (online immediately when I found out the issue) and asked them to cancel the wrong account payment I am no longer eligible to make online payments for a year.
We are military living out of state so I cannot go into a Bashes and pay I have to mail in all my payments. Southwest said it was my banks responsibility to let me know the payment failed and they were sorry it showed paid online in my payment history and on the bill I received but there was nothing they could do.
All I wanted to do was cancel a payment (within an hour of making it) and issue a payment from the correct account that could do ACH transactions. They said they cannot cancel and you are no longer eligible to use online payments. Their monopoly on the market leads to poor service. It took 10 days to get the gas turned on initially and it is winter. Beyond that if you call your waiting time is no less than an hour and you have to wait around for them to call you back for about an hour if you put in your number.