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Then we left last night to go out of town, I powered down everything in the house, minus the heat and refrigerator, and It said we were at 6.9GB last night when we left, then it was at 7.1GB this morning. I was okay with that because I figured it hadn't updated from whenever it was before and had just tracked the remaining data. But then around noon today it went up to 7.3GB?! How is that even possible?
And finally the third thing is, the 'unlimited time' is not unlimited. On occasion, on weekends, I will stay up and play some games (turn by turn obviously), or stream some shows, but even with my data tracking, somehow Excede still counts some of this as data useage. I even tested it by not using the internet at all for two days, and on the third day I used it only at unlimited hours. I probably used 2GBs of streaming, but I was charged .4GB for it. I even started the streaming at 1AM, and ended it at 4AM to make sure I didn't come close to the 12AM or 5AM limits.
Does anyone have any similar stories? I'm about ready to go to the BBB with this because when I've called, they just assure me that's not happening, but I've been tracking it! I suppose it'd be my word against theirs, but I would be happy to let someone from the BBB double check my work from my end.
This is not what I signed up for and I feel like they are not keeping up their end of the deal.
Signed Frustrated user.....
I've had a similar problem running over the last 3 months. I thought the problem was resolved because I didn't have any spikes in usage for a month, had a 5 gig burst over night. My original issues was "closed" so now I have to fight all of the same battles over again. Highly frustrating to say the least.
I went the rest of the month with barely even turning my computer on and went to sleep on the final night with 2.5 gigs left on my data allowance. Shut down the computer, made sure there was no wi-fi devices connected to my network, and headed off to bed. When I woke up the next day, day 1 of my new month of data, I went to check facebook and my e-mail. Something was wrong, my internet was going unbelievably slow. I proceeded to log into my Exede portal to identify the problem...that is when I was greeted with a full "meter" showing that I had already used 100% of my data with 29 days remaining until my next reset. It was also at this time that I noticed that I was charged for every one of those "FREE" gigs of data they added to my account in the prior month. Obviously infuriated with this, being as how NOTHING was on to even use my data, I called Exede to solve this issue. I spent over 45 minutes on hold and then the call was just lost. Called back, waited another 40 minutes and finally spoke with someone. Fast forward a bit, and after several phone calls and hours invested into trying to solve this with them, I was told I would be credited the money I was charged for the data that was intended to be "FREE", on top of that they said they would reset my data back to 0% for the month, AND add 5 more gigs "FREE", AND credit me $25 for the troubles, AND add a free month of service. The total amount that I was being compensated for came to around $180-$190, which would basically mean I wouldn't be paying anything for the next few months. I spoke to a supervisor who couldn't find any problems with my end, and also was forwarded to a tech who said he had never seen anything like what he was seeing from his end for my account. He told me that my data was being shown to be used, but when he looked into detailed views of it that it showed my data as pretty much all being used during my "FREE ZONE", which is the reality of the situation. He assured me he would escalate my case and get back to me as soon as possible via e-mail when further investigation occurred. I made this call from outside of where I worked, I was not home, and my computer was shut off. Needless to say, when I got home my data was not reset even though I have a transaction number written down for their promise to do so. They did however add the 5 gigs. I was tired of wasting my breathe so I let the data reset go and just called back when I needed the other 5 gigs added. As the month went on things seemed normal with data usage going very slow, appearing to truly reflect the amount I was actually using. I ran dry towards the end and just sucked it up and used it during the "FREE ZONE".
Now month 3 begins. I wake up for the fresh start of my third month with this garbage service, and guess what? DATA CAPPED AGAIN with 29 days remaining. My computer was off, no wi-fi devices connected to the network, but somehow I used my entire month of data again during my sleep. It gets better tough, remember how I was to be credited for all that prior crap I dealt with, how I wouldn't be paying anything for the next few months, remember? Well my bill was $20. Curious as to why I went into my bill and checked it out. They credited me a lot of what they said they would, but the three times I called in for the "FREE" 5 gb "GREAT GIG GIVEAWAY" in the prior month, well THEY CHARGED ME $10 for each gig, that's $150 they charged me for this "FREE" data add-on. I called and inquired about this, and clearly displeased as my account is set up for auto-pay. The lady I spoke with seemed like a half-wit as it took me explaining a good 5 or 6 times to her that I was charged $150 for the "FREE" gigs, she kept running with the notion that my bill was "ONLY $20", and I kept trying to make her notice the fact I shouldn't be charged anything for the next few months because of the credits to my account. She said "they were credited to you, that's why your bill is only $20"...it took several times before she realized that OOPS, Exede charged me for free data so much that it negated all of the credits to my account and actually made me owe them money again the very next month after I paid double what I should because of the "FREE" data I was charged for month 1. So she said she would credit me $150 to my account which will reflect in my future bills...yeah, right. I was given a transaction number for both the $150 credit and a 5 gig "FREE" add-on that I am sure I will be charged for. I was then abruptly forwarded to a tech support. Nothing was resolved, this tech said that my data was being used up on "media". The most vague shit I have ever heard, they can't even go in and see what time of day it was being used. The fact my data was all gone when I woke up, meaning I was asleep and my computer was off, was all disregarded. I was left with no answers. Best part is, when I got home from work (I was not home when I made this call) the 5 gigs that she JUST added was already used up and I was at 100% usage. So here I am almost 2 weeks into month 3 with Exede and I can't even use the service I pay for until after midnight.
This is all garbage and a broken system, and subsequently a broken company. It is by far the worst thing I have ever spent money on. The service is broken with obvious flaws in their data monitoring since it it such a wide-spread issue and one of the most complained about topics within the community...the data cap is stone-age in this media intensive world we live in now (they clearly agree since they are striving to offer this freedom plan)...there seems to be poor quality communication within their team...the customer support is garbage with empty promises and vague, generic, "solutions"...I just feel that they do not care about making the customer feel appreciated, and nothing gets solved. The problems just continue to compound and it is getting pretty repetitive already and I have only been with Exede for two and a half months. If nothing drastic happens from Exede to resolve this and to prove to me that I am an appreciated customer to their multi-million, if not billion dollar company, then I am going to the BBB and writing the Attorney General about them. I will also seek to set in motion a class action law-suit as there are a huge amount of customers dealing with issues similar to the ones I have mentioned, with nothing tangible being done about it. Not an empty threat, just a promise and last resort for a mistreated customer.
I will be happy to join you at the BBB. We have had horrid service and each time we call we get the same story......"there is nothing wrong with our internet". Our story is a bit different from yours, but I actually talked to the same guy two days in a row and the second day he denied ever talking to me (Kevin). I have also asked for a usage report, which they refuse to give. I have a hard time believing they don't track it.......they sure as heck know when you go over!
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