PLEASE HELP

[KimM]

My son and daughter have had their public mobile accounts for a year without any problems. They signed up when you could get a bonus 3Gb per month so they should be getting 4Gb per month total (plan includes 500Mb + 500Mb for autopay). My daughter got a text saying the plan renewed/payment received and the she tried to download a song and then got a second text saying she’d used 75% of her data. When I signed into her profile it shows she’s only used 13.090Mb. I need to know why the bonus 3Gb is not showing up on her account. Also if the renewal date is the payment date why is she getting a text of 75% used when she does show only 13 of 1000Mb used?

[pkaraa]

On my stand by line I have 250MB recurring, I have 1GB bonus and 2 GB bonus. Once I have used 250MB in a month and my 1GB bonus kicked in. Used a few MB of data out of that. 

Then onwards I am using data out of my recurring and not from my bonus.

if you get the 75% usage msg and realtime says otherwise then it must be a glitch.

You can contact CSA to get it confirmed. 

[Dunkman]

@KimM 

I am fairly certain that the promotion was a one time 3GB data add on.  Not re-occurring monthly add on (otherwise it would be a "hot" deal).  Once your daughter used it up, then the 3GB data add on would disappear and she will be left with monthly 1GB data.  

I would ignore the 75% warning.  Probably a glitch in the system.  Or sometimes the warning combines the regular monthly data with the one time data add on.  

[KimM]

Ok thank you

[KimM]

I’d never even signed into her account before, we’ve had no problems for a year and it’s on autopay

[JK8 · Accepted solution]

@KimM 

You would need to contact a Customer Support Agent. Second option below is easiest.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

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You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

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Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.

[KimM]

 

 

[hTideGnow]

@KimM  did you ever click Lost/Stolen on My account earlier?? sometimes that could mess up promotion and rewards 

[KimM]

It only shows the 500Mb + 500 Mb

edited by computergeek541: screenshot removed

 

[JK8]

@KimM 

If you look at self service under My Data & Add-Ons does the data line look correct?