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Data usage not updating

For the past several weeks, I have noticed that our "data usage" states we have 100% data left, even though I have checked at mid-cycle and the last day of the billing cycle.  I have chatted with two different agents online and no one really gives a straight answer.  I know overage fees will be waived for those who can't pay their bill.  We can actually pay our bill but using way more data than usual.  Will ours truly be waived?  For how long? Is there a hard cut off date? I don't want ANY huge surprises, especially after two different Verizon agents told me "not to worry about it".  Is everyone's like this? They seem to not even know what's going on.

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