Hi RebekahWilson,

Thank you for your continued patience while your call was reviewed. These are the results from the sales source:

The agent set the expectation with the customer that when the monthly data allotment was expended that the speed would slow down. The agent did not however set the proper expectation as to how much streaming could be done within the customers monthly data allotment. 

This was an agent who quit shortly after finishing training. We will make sure that the new hire groups are properly trained on setting expectations.

I do apologize that we did not properly set expectations for you during the call. Thank you for bringing this to our attention so that we may improve our training. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.