What is going on with your service??

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  • Question
  • Updated 1 year ago
I used to be very satisfied with your customer service until recently. Was put on hold for over an HOUR! With no call back option. Then app doesn't work and now I can't get my data usage! Can someone please explain?
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Kyla Briggs

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  • Extremely frustrated

Posted 2 years ago

  • 1
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Ranjan, Official Rep

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Hi Kayla - we experienced an unexpected issue with self-serve today. Did you have any specific questions we can help you with here? If the question was about your usage, you look to be good at the moment. Phone number ending in 17, correct? If so, it looks like you've only used 8% of your monthly allotment to-date, and this will reset as of midnight Jan. 6.
Hope that helps.
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Kyla Briggs

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Everytime I call all I get is hold music for an hour . I used to get a call back option. Now nothing?

Also as I'm again on hold for 30minutes now as I type this, I need to talk to someone about why you guys keep charging me 1 cent transactions when I pay my bill?! I only get 12 per month and now I have two a month coming from you guys. You're costing me overcharges at the end of the month. WILL SOMEONE PLEASE CALL ME BACK??
(Edited)
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Bernard, Official Rep

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Hmm...we'll have to look into what's happening with the call back feature. It should be working. That said this is a much better place to get answers for a variety of thing without having to wait on the phone. As far as the one cent charge that is typically for validation of the card but it should always be credit back. By the time you get your statement from your credit card issuer it shouldn't really be on it. I pay my phone bill with a credit card like you and the once charge hasn't showed up once yet. 
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David, Mobile Master

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The 1 cent transactions should not actually be billed, they are supposed to confirm the validity of the credit card, and work similar to the 'hold' put on a credit card when you book a hotel room.  Is the transaction still present at the end of the month?