How is this allowed?

[Fedupclient]

I had a discrepancy between what was showing to me on my account as my data usage and what I felt was proper consumption so I requested a breakdown of the usage. I added up the usage on my account as provided by PM and it did not total the amount that was being deducted. Finally after several back and forth messages I was provided with screenshots from PM that were totally different that what was displayed in my account. Yes I know it takes 24 to 48 hours to post the correct usage but I can prove differences and a lot of them over 30 days. Due to the differences I asked for my issue to be escalated to somebody higher. The customer service agent agreed and told me I could expect a response from the escalation team within 72 hours. Days went by I still haven't received a response so I messaged the original customer service agent again asking for an escalation. The response I got was atrocious. She started out her message asking me if I could explain further the issues I was having with my data. By the end of her message she was telling me that the issue was being closed. How can a customer service agent ask for more information pertaining to my issue and then tell me the issues being closed in the same message? Read it for yourself I've added attachment showing her response. I've also added pictures of the displayed data usage in my account And the screenshots of the same day from the service agent that show a completely different much higher data consumption. How is the customer supposed to regulate their data usage when it isn't the same as what they're claiming? In addition when I asked for some form of documentation showing my actual data consumption I was told no we can't provide that. It took me asking multiple times for her to even show me screenshots from her end. How can a company bill somebody for a level of consumption when they can't even provide invoices for that consumption. I urge each and every one of you to monitor your data usage and ensure you are not being overbilled. I don't expect this message to hang around very long as the last time I contested something my public message was wiped rather quickly for no reason. Spread the word don't let them do this to you too. 

 

 

 

[Fedupclient]

I forgot to add that one of your pictures is from account as viewed by me and the other is what was provided to me by the service agent, which was her screenshot. That is where the differences are. 

[Fedupclient]

I understand all of this if you look at the dates of the two comparative screen shots I posted which are one of the controversial many, You will note that the dates are long ago within this month's cycle. The screenshot from my account is what is currently provided to me by them on my account. The screenshot from the service agent was within the last 2 days. What I'm asking is how there be such a discrepancy between The two usages. And how is somebody supposed to regulate their use when they are not being shown the right numbers. And thirdly how Can somebody bill you for something when they can't provide you with an invoice. I appreciate your assistance and welcome any other explanation you might have as to why there are such differences between my account andPM'S

[Frieren]

Your data consumption does not depend on how you feel you have used it. Carrier's don't need your data, nor a "hacker" needs it. The data consumption is just the reflection of what your phone has used the data in your plan in that period of time, PERIOD! It is up to you to believe it or not. But don't try to justify your irresponsibility using the data with imaginary scenarios or blaming a company.

[hTideGnow]

HI @Fedupclient 

how much is the difference again?

remember, the usage history page not update until around midnight.  So for example, the usage you have today is not posted there yet.  But the usage on the front page is "live", so, there willl be discrepancy between the usage showing ont he Overview page and the Usage history 

Also, remember PM has a 30 days cycle, so you need to make sure you start counting on the correct date

Also, PM has a 100Mb "startup" data usage, or some call it cache data usage.  So, you will see around 100Mb more than you used generally.  It doesn't matter much if you have lots of data, but it might be a lot if you have 250Mb, or 500Mb or 1GB only every cycle.  However, that 100Mb cache usage is just showing up there, it won't count towards your actual usage.