Objection to data overage charge

[Gary6979]

My latest bill has an overage charge of $20. It references data usage details that show hugely different usages on random days. One day shows a usage of 2-400 GB and the next day’s usage is 5000 GB! Something is wrong! I called Customer Service and was told that yes, the charge is valid and no, I cannot be transferred to a supervisor. My overage probably was caused by not turning my devices off when not in use, the representative said. No explanation was given for the random occurrences of overage. AND, to add insult to injury, apparently our current usage is almost in overage 11 days before the end of this latest payment period! This is shortly after upgrading our data plan to 50 Gigs from an earlier plan’s 5 Gigs. This is ridiculous! What can I do to get someone who actually listens to my complaint?

***Edited Labels***

[RogersZia]

Good evening @Gary6979,

You've definitely come to the right place. Do you think the usage habits in your household have changed recently? It could explain the increase is data usage.

While we're unable to reverse any valid usage charges we'd still be happy to review your account to see if we can help in any way. 

Do you know if the customer service rep you spoke to created a data usage ticket?

Please keep us posted!

RogersZia

[Gary6979]

Hi Zia, no data usage ticket was created. Our usage hasn’t changed and, besides, that wouldn’t account for the huge usage on random days. The representative also told me that this month’s usage was almost into an overage, and that was on the 15th of October. So it is clear that something is wrong.

[RogersYasmine]

Good day @Gary6979 ,

Thanks for getting back to us with the additional info, we do appreciate it! It sounds like we need to take a deeper look into this for you.

When you have some time, kindly send us a PM @CommunityHelps to get started. For more information on how our Private Messaging system works, please check out our blog.
 

Thank you,

RogersYasmine