This is an embrassement. AT&T support. You have to do a better job than this. Below actually happened folks.
att support eng: Hi, I would be happy to assist you. I see you have not been able to check your usage online or using the star services?
customer: Simple put. AT&T is not displaying the current mobile data usage for our shared mobile data plan from the *# service, web site, or the AT&T phone app.
att support eng: Thank you for letting me know. How long has this been an issue?
customer: For over a month now. Started about 14 days into the last billing cycle.
att support eng: Thank you, what I am going to do is get a case created for this, since it looks like all 3 ways that you would check your usage are not working properly for you. You will be contacted with a resolution as soon as possible by our online management team, letting you know what is going on and what needs to be done. All I will need to get this case created for you is your best contact number and email address please?
customer: I believe that was already done.
customer: Again. I was told this would be fix by today.
customer: Was the current ticket ever addressed? That's the real question, I believe.
att support eng: I did double check and it looks like it was sent to the incorrect department, I'm sorry. Let me get this issue escalated to the correct department and they will contact you with a resolution and make sure this gets resolved for you. I will also place it on priority for you, to get it resolved sooner for you.
customer: OMG
customer: The wrong department? You got to be kidding me, right?
att support eng: I do apologize, I just created the case for you and am sending it to the correct departmentand I am placing this on priority.