I recently switched over to 100GB Warpspeed, up from my 40GB Lightspeed plan which was not meeting my needs after Valve changed the way Steam content was distributed. It was nice while it was unmetered but I buy a lot of games and Steam accounts for the bulk of my usage.
When I phoned on the 28th of January I had one one block excess usage on the 40GB plan. Only a few days to go until the next billing cycle (mine resets on the 3rd each month).
The person I spoke to saw that I was already over the 40GB cap so she said if I wanted she could actually put me onto the 100GB plan overnight. I'd have to wait until midnight though before it changed over. But I was happy to do that. I logged on after midnight and sure enough I had 100GB of Warpspeed usage.
Now, the way I interpreted the situation is that from midnight until the end of the cycle I was starting from a clean slate. So from that point I could download content without worrying about overusage. I unleashed my paused Steam downloads and pulled down 55GB in just a few days.
A little later the bill arrives and the 55GB has gone against my Lightspeed plan as additional usage for about $160. I am fine with paying for one block additional usage against the 40GB plan, but I do not believe I should have been charged for the 55GB at all so I am disputing the charges.
The first person I complained to on the phone said we might be able to negotiate a discounted amount for the 55GB but I wasn't interested in paying for any of it. So a review was arranged where they will analyse my earlier phonecall and deliver a verdict. I was happy with that.
Today I am told that after the review it has been determined that I was never told anything about having anything activated by midnight or getting extra cap for the month. I seriously cannot believe this.
In both my calls I mentioned that my online meters clearly show that things were arranged exactly as I say they were. Why on earth would I have been offered to move onto 100GB overnight if I was going to be charged additional usage for everything? That makes no sense at all. They may as well have kept it on the Lightspeed plan.
It seems obvious to me that they are wrong but maybe I'm missing something here, I'm really starting to wonder.
Anyway I'm being sent a recording of the call so I can hear it for myself, though I'm pretty sure of what was said.
What do you think?