Forum Discussion
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.
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?
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
Finally My Data Plan got updated however I do not understand all the charges/credits on my bill. I also see no evidence of any Data Token [complimentary or purchased] be applied or used.
FordGuy,
Thank you for reaching out! It's great to hear that the proper changes have been made. I'm able to confirm the complimentary and purchased tokens were both added and used within the same day of being added to the account. Which billing charge are you referring to?
Thanks,
Remy
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?
FordGuy,
I'll go ahead and have a complimentary token added to your account. Your account is experiencing an issue where the new monthly data amount isn't being applied after upgrading. Our team is taking a look into why this is, and how to fix the ongoing issue.
Thanks,
Remy
