Autopay not working for some invoices

Thanks for posting in the Community and bringing this concern to our attention, graceatworkweb.

We have received reports from other users having the same issue about no payment processed for Recurring Invoice even if Autopay was setup. And our product engineers are investigating the root cause and implementing a fix. While they do, I suggest contacting our Support Team to include you in the list of affected users. Once they add you, expect an email from our engineers for updates. 

To reach them, click the ? Help button at the top-right corner and select Contact Us to talk with a live agent. Ensure to review their support hours to know when agents are available.

For future reference, you can consider running sales reports to see your sales.

Don't hesitate to let me know if there's anything else I can do to help when processing payments. I'm always here to assist. Have a nice day.

So I have called in multiple times to explain this issue. It seems that no one I can get on the phone understands or has a clue as to what I'm talking about. The first person who escalated my situation to the engineers put it in as "Merchant's Customers does not have the option to set-up Autopay for recurring invoices." It was immediately closed because that works just fine. I spent 20 minutes explaining the situation; the support rep made it sound like they were following, but then completely botched it.

I've called back in today, and the person I'm talking with now is equally as clueless. I don't understand how such an important part of the system remains broken. How is this not made available to your support reps in a daily brief so they know what the heck is going on?