USAGE DETAILS NOT UPDATED

Newandfrustrated wrote:

shirleymay26 wrote:

Dolly2385 wrote:

SCOLCLASS wrote:

My usage nor Digits has updated since my last cycle Jan 28th 2023.  I called and was told they were working on some technical issues and to check it in a few days.  A week later and it still is not updated.  Anyone else had that problem? 

Yes same problem been checking and nothing

Same problem since Jan. 26th. I have called at least 4x! How do I talk to a supervisor?

Same problem here mine hasn't updated since Feb 20th when my billing cycle ended. I am guessing it is not just a coincidence that everybody's usage details  stopped updating when their billing cycle ended. It really appears to me that they are getting rid of the option to view it in real time and they are just too chicken**** to say so. They have been lying to me since I started my service. I have never in my whole life been lied to by a phone company near as much as I have them. The biggest mistake I have ever made was switching from AT&T to TMobile and I will absolutely be switching back the second my phones are paid off (which they also lied to me about ). I have a feeling I am not the only one neither.

No you're not the only one. I too will be taking my 5 lines and $280+ a month to AT&T. I'm working overtime to pay off my 2 new phones so I can get switched within the month

Gonzoneko wrote:

I just got off the phone with a T-Mobile rep named March who told me this was an "improvement" implemented be T-Mobile for our own safety and now real-time Usage details will no longer be available, but instead we'll have to wait until the end of our billing cycles. If we want our most recent usage prior to that, we need to call in and request the details. Those were her words. She answered immediately as well, so it sounded as if she had this information in her back pocket.

That is ultra concerning, tons of people use this information every day for business and to keep vulnerable family members safe. This is extremely concerning and the direct opposite of what T-Mobile representatives posted multiple times IN WRITING on this very forum. 

fireguy_6364 wrote:

Gram7 wrote:

If this is a known problem or they have done away with the call and text detail why not just be upfront about it.  I called to ask about it earlier this month and was told that it would take a couple of days to get the info uploaded.  Then I was asked "WHY" do you need this information.  Is that really any of their business?  

did you miss the highlighted post marked as the answer on the very first page?

We all saw it. The problem is the issue is NOT solved. There is NO timeline for when it will be fixed. Will it be days? Weeks? Months? It's already been over 30 days. The other problem is many T-Force reps are saying exactly the opposite of the rep in this thread. Customers are confused and frustrated and I think a timeline would assuage their concerns. 

SCOLCLASS wrote:

My usage nor Digits has updated since my last cycle Jan 28th 2023.  I called and was told they were working on some technical issues and to check it in a few days.  A week later and it still is not updated.  Anyone else had that problem? 

Yes same problem been checking and nothing

same issue here! called them twice and same answer of course [technical issue].. I guess it's time to change carrier. lol

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.

@adame2107  It's been since the 10th for me. It's ridiculous for them to change it to work like that any way, if that's what they're claiming. What if someone needs the info right away, for whatever reason. U now have to wait a little over a month ? I was going to just wait till after the 10th of next month to recheck, but you're saying it's been 2 weeks and still nothing ? 

partywithmyphone wrote:

TXUser99 wrote:

Stuff like this does not just 'stop working'. If they updated code, these things go through a software QA process before being rolled out. It would have been caught there, unless they employ a bunch of amateurs. Like the person in the software industry above said, no way this is possible. 

It's been a month now. My billing cycle ends tomorrow. We'll see what happens….

Interested to know what happens when your billing cycle ends. I'm a couple days behind you. 

T mobile MUST give an explanation and answer for this change in the service.  If not, we must ALL report to the BBB and start a lawsuit ....

SCOLCLASS wrote:

My usage nor Digits has updated since my last cycle Jan 28th 2023.  I called and was told they were working on some technical issues and to check it in a few days.  A week later and it still is not updated.  Anyone else had that problem? 

Same here - we are 11 days into the current billing cycle and nothing beyond the last cycle is reflected.  Why does this take so long? 

Hey there ,
Thanks for reaching out to T-Force. Our support teams have identified an issue affecting a small number of accounts in reference to usage data not showing past the prior cycle. Good news is our support teams should be close to a solution, and for the time being you can still view historical usage from your PDF bill in detailed format. Soon as the system issue is resolved, usage will be retroactively updated. ^VinnyFrancisco

5 days bill closed , still can't view usage. This is the response I got from twitter t-force. Still no resolve , just a whole lot of gaslighting customers. I'm not a happy camper . Still nothing.. smh