Data disappearing

<p>My mother upgraded her data bundle to 20gb - 10gb day and 10gb night. My father has a 5gb data bundle contract.</p> <p>My mother upgraded to ensure that when my father's bundle ends in december, that they can share one contract. Before this upgrade, the most data used in the house was about 7gb in total.</p> <p>After the upgrade, the entire 10gig was depleted by 20th of July. Somehow, the 5gb data bundle my father had, had also been depleted for the first time since he got the contract. So, where they would normally use 7gb total, they somehow used 15gb in 20 days!! I assisted them in adding 1gb to the modem, as they needed to check their emails. In 30 hours, that 1gb was gone! Instead of using night owl data that was still in place and not touched, the new 1gb was used. We added another 1gb, as emails are quite important, and that was also depleted in a few days.</p> <p>All of this, I vouch, is absolutely impossible in my parental home. They don't know how to use that much data. They have their own phones with data for social media. They don't use youtube, don't download ANYTHING and generally are only on their laptops about 5 hours of the day at most.</p> <p> </p> <p>I've logged a query with the technical team - ref: 1- ********** ********** , and was told I'd only get a response in 7 days, and if not, I should call to follow up. This is unacceptable. If you have loyal customers for 15years and something goes wrong, you assist them. You don't expect them to assist themselves. </p>