they are trying to say we used 13 GB of data- & we know it is incorrect but not sure how to prove it;( any one have anyway to help??
There are several threads about this on this forum; have you tried doing a search?
I have seen some but not anything
That says what to do about it and
I'm getting the run around;(
Sent from my iPhone
you will get the run around.... because 99.9% of the time there is no mistakes... and any rep you speak to wont be upfront with you and tell you flat out you used the data..... whether knowingly or unknowingly.... whether your comp was hooked up to a mifi and it did an automatic software update or anything like that.... most likely the data was used.... spare yourself some time and do the research on how to manage when and where your products use the data...
Hi MAMALAWS. I hope this helps. On my phone (inc 4g) i have mobile network turned off. I only use it when i need to. Like when i need to access the internet and it doesn't make sense at that time to walk around looking for a free wifi hotspot.
The few apps i installed after buying my phone i have set to auto update on wifi only. The pre-installed apps are also set to auto update on wifi only. Any app that doesn't allow me to auto update on wifi. I disable it.
I forgot to say; If it's an after market app, i'll do more than disable it, i'll uninstall it.
Message was edited by: <Personal information removed for privacy per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator
Hi MAMALAWS: This is almost a monthly occurrence for our family--being charged for data that we know for a fact that we did not use. Here's how I've dealt with it in the past (successfully, I might add--each time, Verizon has removed the questionable charges for us): At about 11:45 p.m. on the 21st of the month (last day of the billing cycle), I dial #DATA so that Verizon will send me a text message with our current data total. I also check the MyVerizon Mobile app, and take a screen capture shot of that on my phone, so that I have a record of what that app said on that date at that time. I then go to MyVerizon on my laptop, and take another screen capture shot of the data totals listed there. That way, when I see that they've added bogus data charges to our bill, I have three different records of how much data they said we had used in the last minutes of our billing cycle, so that I can prove to them that any additional data on our bill is bogus. Then when I contact Verizon, I can send them those screen shots to prove my case.
It has worked for me on multiple occasions. You just have to be vigilant. It's a pain in the butt, because you have to stay up until midnight on the last night of the billing cycle in order to get those screen shots, but it's proven to be worth it for us. We've been able to avoid paying hundreds of dollars of overage charges by just keeping vigilant and documenting it in this way. It shouldn't have to be this way, but it's worth the effort. Otherwise, it's just your word against theirs, and you know who's going to win THAT argument!
Hope this makes sense, and I hope it helps! Good luck.
Hi there MAMALAWS!I've got to be honest here, 13 GB worth of data usage is a high amount. And hey, if you feel like something is out of place that we want to address it.First, may I ask how many devices you have on your plan and what kind of devices they are? Is there one devices that is using far more than the others? And what's your typical average for data usage on a monthly basis? You can verify all of this information via your online My Verizon profile at http://bit.ly/xB4iTc . Additionally, you can review data usage for each line by going to "View Usage" and looking at the data sessions. For now, it may be best if you use your Wi-Fi most of the time and seldomly have mobile data enabled while we delve into matters. Regardless, we want to get to the bottom of this for you and I'm eager for your response as I'd like to help in any capacity possible. EvanO_VZWVZW SupportFollow us on Twitter @VZWSupport
I am having a similar issue....last month i kept gettingalerts about my usage just spiking out of control. I have 2 phones, mine is the iPhone 5 and mysons is and iPhone 4s. I only have a 2GBplan and my son uses 1 - 1.5gb and I usually only use .25. When I 1st saw these spikes, I was wonderingwhat my son was doing because he does not live with me and when I logged on toview my usage, it was all my phone and not his at all. I contacted Verizon and like other peoplesaid, they denied that they had any issues. There is no way I used the data bc; 1. I barely use the internet on myphone and when I do, it’s not videos, music, etc. 2. I’m hooked up to Wi-Fi either at my housewhich is Verizon too and hooked up to Wi-Fi when I’m at work 3. when I reviewed particular times that showedexcess usage, I knew I was either hooked up to Wi-Fi or many of the times, Iwas sleeping and Wi-Fi was on like it always is. I spent an hour and a half on the phone withVerizon trying to resolve and was recommended to do a total restore of thephone. The lady said she would at nocost bump my data to 6gb while I worked on fixing the issue so I went to Appleto have the restore done bc I figured I would mess it up, but they didn’t wantto do it for me and helped direct me on how to do it and it ended taking a fewdays before I could do the restore and during that time, my phone ate up all6GB + another 2GB. So, I did the restoreand it seemed to work, bc my phone is back to using less than .50gb a month,but I am worried this could happen again. My next problem is that I got my bill from Verizon and they charged mefor the increase in the 6GB which I was told would not happen and I got chargedfor the rest of the overage. When Italked to customer service, I was told they would keep an eye on it and call mein a week to see if it was resolved. They never called me and then when I got my bill, I was charged forevery single bit of overage. I calledback customer service today and they had a record I called but no notes on thesituation so I had to tell my entire story all over again and they are refusingto credit my account. I have been aloyal Verizon customer and even got FIOS.... my bill was $446 which is usually$345 and for them to pretty much say just suck it up is ridiculous. Anybody have any suggestions before I tellVerizon to pound sand and I call another carrier and comcast?
There is no way they are going to bump your data plan up and not charge you for it.
And I thought I was the only one going through all this craziness!!! I have spent hours discussing the situation bouncing from customer service to technical support to the fraud department and was just about to throw in the towel and I landed here! I can't believe that a company that is so well known and has so many loyal customers is getting away with this. It seems to me that once they convince you to "upgrade" you have taken the bait and hence your problems begin! We upgraded from the Mi-Fi to the JetPac - our first mistake! After 22 months of never using more than 4GB of data (3GB was our limit) we agreed to move to the JetPac -" it would be faster & give us the extra 1GB" - seemed to make sense. I even paid the fees for making the changes which I wasn't happy about. Then the sales rep who "sold" me on the upgrade didn't explain my billing cycle vs. the usage cycle and my first new bill included a $5.00 late fee - my next BIG mistake was to set-up auto pay and BINGO the next month I went from averaging 3 to 4GB IN DATA USAGE to 18GB! To make matters worse during that time period we spent 10 days out of the country! Then the next billing cycle began and I received 2 usage alert and was only a week into the cycle. When I called to discuss how that was even possible - it was that call that CS told me about the previous month usage which was 18GB - I never received any alerts....strange, huh? Yes, everyone you talk to listens, never offers a solution, promises to call back and doesn't - and yes, convinces you to switch to the next level and in the meantime they have been able to put a charge of $250 over and above your regular charges on your debit card! In the past week I have talked to 12 different employees by phone, visited two Verizon stores (some are "corporate" and others are storefronts) and I haven't accomplished anything but to waist a lot of time and theirs. I am currently at my neighbors using her internet connection; I am afraid to even turn my on!
This isn't over for me yet...I'm not sure what my next step will be...I can only promise there will be a next step! What Verizon is doing is wrong and needs to be addressed. Any suggestions would be greatly appreciated!
Hi Metoo,We always want your issue to be resolved on the first contact with Verizon Wireless and I apologize that this did not occur. I know how important it is to make sure that your data charges are accurate. I myself would not want to pay for something that I did not use. Our 4G services are blazing or upto 10x as fast in comparison to our 3G services. The faster the services, the more options you have to use the data. Example, on our 3G network you may not be able to stream advertisements on a web page, but on our 4G LTE services the ad would now stream in the background on a webpage that you visit per the speeds are faster. Little differences like that, can cause a significant amount of data to add up quickly. Is your MIFI device password protected? Were you able to get your issue resolved? Keep me posted.Thanks,PamelaF_VZWTweet us @vzwsupport
Thank you for your reply...actually you are the ONLY ONE to respond! It
would have been nice to know all of this information BEFORE i switched to a
"jet-PAC" from the "mi-fi"....whatever the reason...I will not accept an
overage charge of $210.00 without taking it to someone who is willing to
say "you are correct, shouldn't have happened!" My next step is
BBB...Consumer Reports & any other website I can find to report your abuse!
I was waiting for my cell phone contract to finish so I could switch to
VERIZON - 3 lines ...
NEVER IN A MILLION YEARS!
They record 500 mb's of use in one day on www.verizonwireless.com
when the phones data usage tracker shows 0 mb's used on the day because
I Freaking TURNED MOBILE DATA OFF.
(But how can you turn off mobile data you ask? WELL,
It's my mothers phone, she's 60 stays at home and doesn't need to surf the internet on the phone
because
we have FREAKING FAST INTERNET AND A HOME COMPUTER)
----
Then they keep saying "hey there's nothing wrong on Verizon's end,we've checked everything it's all valid."
They say "are you sure it's not your apps? they might be upgrading...apps can upgrade with mobile data off..."
WHAT ON EARTH?!?!
WE HAVEN'T DOWNLOADED ANY APPS, DO YOU THINK WE'RE COMPLETELY AND UTTERLY LACKING EVEN THE SLIGHTEST BIT OF MENTAL FACILITY?
OR
ARE YOU SAYING THAT YOU HAVE PRE INSTALLED AN APP THAT WILL SUCK UP 500 MB OF USAGE EVEN WHEN THE MOBILE DATA HAS BEEN TURNED OFF? AND THAT IT CANNOT BE DETECTED? EVEN BY VERIZON STORE SALES REPS?
BECAUSE WE'VE BEEN TO THE STORES AND ALL THEY COULD COME UP WITH WAS TRY A FACTORY RESET.
YOU GUYS FACTORY RESET OUR PHONE,
YOU GUYS REPLACED OUR PHONE,
WE HAVEN'T DOWNLOADED ANY APPS.
!!!!!!!!!!!!!!!!!!!!!!!!!!!
THE PROBLEM HAS NOT BEEN RESOLVED, IT'S A PROBLEM ON YOUR END, PLEASE FIX IT.
This is so infuriating.
Just had that happen to me earlier today. I have the 4GB plan and always use under that since we started on this several months ago. I'm very vigilant now on how I use the device. Very rarely view a video let alone stream audio. I check the VZW data usage app on a daily basis. Last month I did get to 3 GB with 1 week to go in billing cycle so didn't do anything at all that I would call data intensive. Yesterday I used 400MB at the end of the1st week of billing cycle. Today I get a data usage warning that I'm now at 3GB! My phone was turned off all night until this morning. I did nothing out of the ordinary and checked my data usage app that came with the device. Android OS and Twitter were around 1.5GB each and they both spiked at the same time. I called VZW support and they stated the spike happened at 8:20am today. I advise I was working and not using the device. The couldn't go any deeper than I could to see exactly what caused the spike. Cust service agreed to bump up my data to 8GB for the rest of the month for no charge and bring it back down to 4GB for next billing cycle. Was then transferred to tech support but they could not explain why the sudden data spike. I advise when I'm home I'm always on WIFI. From reading other posts on this site it seems to be a problem.
I'm pretty sure that the customer service reps are trained to deny that anything is wrong on their end. Which is god awful.
They keep saying there's nothing wrong, basically they don't want to fix the problem, i sear i've been doing this back and forth for like 6 months. so i told them to cancel the line that is getting the incorrect usages without charging me the cancellation fee.
I'm not even asking to cancel both, just the one that is having the issues. Then they say well your data usages are valid.
the usages are valid
the usages are valid, these people are evil.
every time they act like the issue is resolved, i have to call back and convince some new rep that the charges are invalid.
In the end I will probably have to pay the cancellation fee but i'm definitely going to contact the fcc to get my money back.
These customer service reps are straight evil. The data usage is valid the data usage is valid. oh yea i see i see well the data usages are valid.
no you terrible evil person, the data is NOT valid because the phone is FREAKING TURNED OFF at the point where you claim we use data.
SO frustrating.
It's not the frontline reps. They aren't trained to say nothing is wrong, they just don't know either. Why would the upper management chain tell them what is wrong and then say they have to deny it. It would be much easier if they just didn't tell the reps, which is what upper management does. There is something wrong when it comes to the data usage but blaming it on the reps is not logical because they are in the dark, just like you.
I can relay to the overage on data. I went from 5 to 7 in one month. They had no solutions except turn everything off when not in use. I am under a 2 yr. contract with a year to go. At this rate, I would be better off to pay the early termination fee and go elsewhere for my internet.
That is so ridiculous that you have to do that. But it is what it is.
Yes!!!!! I am experiencing the same thing and this problem seems to have no explanation that won't cost me money. I have a family plan with 2GB which we never went over until last month. I began getting text messages alerting me that we were approaching our max. Neither my husband nor I play games, watch movies or stream music. We have no idea what is eating away the data. I have made multiple trips to Verizon stores, with both phones in two asking for help to pinpoint what is causing the spike. After hours of trial and error, I have left exactly as I came in...without a clue!
The Verizon store employees while eager to help are completely unable to trouble shoot this problem and repeatedly offer either upgrades to higher data packages or for a fee I can place a usage control on the lines. I cannot afford to pay another dime for my service. My husband is ready to leave Verizon and this has been the source of many heated exchanges between us. I like the phone service but he is upset about the price increase we had to pay because we went over the allotment. His line is the one that seems to using most of the data but he is always on wi-fi.
All all we want is to know what we are doing to go over our plan so we can stop doing it. I've looked at the charts on the website but it's too general. What does web apps and entertainment really mean?
Fab2bMe,
I'd be frustrated as well, if this was happening to me. Do you have Wifi in most areas that you use your phone? If so, you can always turn off the cellular data and the phone will only use Wifi. Have you downloaded any new apps? Are you showing that both phones are having the same issue, starting at the same time? Have you checked My Verizon and cross-referenced the usage? ChristinaB_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
