Forum Discussion
Usage Details NOT Available (aka not updating) since Feb 1
I called in and put in trouble ticket 2 weeks ago and never heard back from anyone since. Prior to Feb 1, 2023, this real time tracking feature of data, phone and text message usage detail is no l...
Hello all. I posted in the other thread (USAGE DETAILS NOT UPDATED | Comunidad de T-Mobile), but I am so excited that I wanted to say here too: This is now officially resolved. 😁 I recommend logging out of your account and clearing history before you try again. I did on my account and it is loading like normal. YAY!!
My usage data has not updated since the start of my new billing cycle on 1/24/23.
Coincidentally, I knew I would be traveling abroad and so I purchased an international data pass. Since it's based on a 15 GB cap, with option to renew anytime, obviously usage data becomes super important, especially if you're throttled from LTE speeds to 2G (or useless speeds).
At one point on my trip to Central America, this is what happened, and I had to work that day, and I could not. I called TMO tech support and was also told this was a technical issue they were working on. Promises to open a ticket and get back to me. That was over 2 ½ weeks ago, and it's still NOT fixed. Crickets.
I have since escalated this to their Executive Escalations Department and I even CC'd their CEO and CIO on the email. The revamped customer and technical support is a joke. I feel like employees are poorly trained, and reading from a script. You shouldn't know more about TMO than the TMO employee charged to take care of you. I have never given 0's straight across the board when asked for call feedback from TMO. I feel like I'm working with a completely different company. They went from A to F with the customer experience, in my opinion.
Lastly, even though I am officially liaised with an Executive Escalations Team Member, the issue has NOT been resolved, my usage data is not updating, haven’t been given the credits I was promised on the account, and after reading this thread, I feel like TMO is just not concerned in being a transparent and honest company.
I am taking another trip abroad this weekend, and I don't feel safe in knowing that my TMO service will work without any hiccups. Will I need to spend another 5 hours on the phone with them, as I did during my vacation?
Unacceptable, unprofessional and a complete disservice to your customers, TMO. We do have other options, and people won't put up with this garage. For some of us, our phones are our livelihoods.
