think you should make a formal complaint, by emailing "email@example.com" and/or by calling the exede phone number. Include your name and account number in any emails sent along with the details about what exactly went wrong.
Hopefully you will be able to get the problem corrected.
Definitely email us. Also keep in mind that only the classic plans have a free zone. Liberty and Freedom plans have no free zones and if you begin your movie prior to the free zone the data will count.