Mobile Data was racking up enormous over-charges and nobody at Verizon can tell me why.

I was using a "Jet Pack" mobile hotspot so I could access the internet on my laptop out and about and mainly to monitor traffic during my commute. My Jet Pack contract ended and coincidentally my cell phone was eligible for the next upgrade. So I upgraded to the Samsung Galaxy 3 with the intention of using the 'Mobile Hotspot" feature on the new phone. I assumed that this feature would be identical to the Jet Pack as far as my data usage. Note that I occasionally upload photos and videos from the Jet Pack and I am familiar with how much data is used when I upload a video. If I upload too many videos it will cause my data to exceed my plan allowances. I think I may have exceeded my data allowances 1 or 2 times during my contract period when I was using the Jet Pack. The times that I did exceed my data allowance were minimal over-charges less than $50. So off goes the Jet Pack and on comes the Samsung Galaxy 3 using the "Mobile Hotspot" feature on the phone instead of the Jet Pack. During my first billing cycle with my new phone that I barely knew how to use, I began to use the mobile hotspot in the same routine as my Jet Pack. I did upload a few videos knowing that I might exceed my  plan a "little bit"....maybe by 1 or 2 GB over.  I received notification that I had exceeded my allowance and I immediately called to see why. I was shocked to see that I had used up a full 10GB which is WAY more than I had ever used with my Jet Pack. So I thought to myself that maybe the videos I uploaded were too long and I just didn't realize it. So I asked for an additional 2GB of data to get me through the billing cycle. I was told that it would only cost $20 more. I immediately decreased my data usage down to just using the Mobile Hotspot feature only.....no video uploading for the remainder of the billing cycle. I was sure that I would be fine after adding the additional 2BG. Then after a couple weeks I receive my bill and I am being charged over 19GB !!!!  And my overcharges are $150. I was shocked. I immediately called and spent a long time on the phone with several different Verizon reps over the phone. I spoke to at least 2 managers as well. I was able to beg for about a $45 credit. They all were very sympathetic but would not budge on refunding me any more. I reviewed my usage on My Verizon and I am baffled how I am being charged all this data!!!  Nobody can give me any details on what I may have done to use up that much data. They can't even tell me what the data was used for. What was I doing or not doing that used up all this data?  I was reviewing my data usage and I was being charged data 24/7!!! I saw data being used at 3AM when I am asleep!!! HOW CAN THIS BE??? I am EXTREMELY unhappy with Verizon for allowing this to happen and FAILING to give me an accurate and detailed explanation of how this may have happened and what exactly was drawing all the data. I will not pay these over charges and I am going to find out how this happened if it takes me 1000 hours of research to figure out how this happened. This is maddening.

And yet, if they did keep track of what their customers were looking at/doing online, TONS of people would be up in arms about it, just like the NSA stuff a couple months ago.
You can't have it both ways. Either Verizon doesn't keep a record of what websites you visit, what videos you watch, etc, or they do keep a record and the government can search it. It's not about whether you have "something to hide", but rather about whether someone with an agenda THINKS you have something to hide.
You are an adult, presumably, install software on your computer to monitor your traffic if you care about this information. Then you personally have the records.

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