Forum Discussion

FordGuy's avatar
FordGuy
Sophomore
2 days ago

Data Plan upgrade delays

On Dec. 13th I clicked "Change Plan" to upgrade from 15 GB to 50GB plan. I did this after I called to confirm that this would NOT require a new "commitment" as we are done our 2 year commitment. I called again on Dec. 16th because the web account showed the new plan in billing but not in Data Usage. I was told that the upgrade was being "escalated" to the next level. I got numerous e-mails confirming the account change. Now it is Dec. 18th and Data usage still shows the 15GB. Please help.

Upgrades
  • FordGuy's avatar
    FordGuy
    Sophomore
    17 hours ago

    I received no message and why would I need to call for the third time when the first two did not do any good? Also calling is so difficult to get a person and then hope it is one that speaks understandable English. It is now 5 days, 3 business days, since I "upgraded" online and I still have O data remaining on the usage screen. We need Data but buying one of those overpriced Data Tokens seems wrong. Will you credit me the cost? or provide a free one until you can fix your system? 

  • Remy's avatar
    Remy
    Moderator
    21 hours ago

    FordGuy,

     

    Thanks for reaching out! Upon taking a look into the account and following up on the case, it seems a representative did indeed escalate this issue, and it's currently being looked into. It appears one of our representatives reached out to your phone number on file, and left a message with instructions on how to call us back. Please let us know if you received this voice message!

     

    Thanks,

    Remy

    • FordGuy's avatar
      FordGuy
      Sophomore
      4 hours ago

      I really appreciate your help but it is now   11:00 on Dec. 19th and still no Data Upgrade. I don't understand why this simple task is taking so long and needed to be "escalated" in the first place?