Thousands of Verizon customers are battling data over-limit fees

quote:

---

A week ago, I wrote about a sudden surge, in my family's cell phone data through Verizon. In my unscientific survey that lasted one week in late August, every friend and acquaintance I asked said they were having the same problem: Their monthly data use had been soaring in recent months for no apparent reason. For some people, using more data meant hefty over-limit fees, often amounting to $50 or $100 or $200 extra a month.

---

quote:

---

If you're getting hit by data over-limit charges, you might take comfort knowing you're not alone, no matter what Verizon tells you. And you may be encouraged by a couple of things: I've gotten a few answers this week. And I'm looking for a lot more.

---

quote:

---

But there's bad news, at least for now: I talked to two managers in Verizon's corporate office for 95 minutes late Friday. My family's use has basically doubled from 8 GB to 16 GB a month from February to July. Verizon conducted a "data utilization review" of my family's four lines. They insist they have no idea what's causing skyrocketing data for my family, or for many of you either.

---

quote:

---

We're curious too," said Verizon Customer Service Supervisor Dama Galceran, who works in the company's executive offices. "We want to ensure everything is reporting accurately, not just for you but for all of our customers.

---

quote:

---

Data is being used when their phones are off.

---

quote:

---

Data is being used when the phone's owner has died.

---

quote:

---

Another irate Verizon customer is Barb McCullough of Parma Heights, Ohio. She has an old flip phone that can't use data. Data is blocked on the line. But Verizon says her phone is using data. Granted, the amounts are minuscule -- 1.02 MB a month (not GB, but MB). But this "data usage," which seems impossible, makes her skeptical of her entire bill from Verizon. The company can't explain why a "dumb" phone with no data capability is registering data.

---

quote:

---

If you think I'm cynical about this bizarre situation, you're right. This is is the same company that in 2010 admitted it overcharged 15 million customers for data they didn't really use. Verizon had to pay out $80 million to the Federal Communications Commission and valued customers.

---