Tesco Mobile- 'unlimited texts'

Rossy10

I recently took out an iphone 4 contract with Tesco, for 12 months on the 24th June... This was to include 750 minutes, Unlimited Texts and Unlimited Internet (1GB)- all for £35 a month.

Now, a month later I get my first bill and i am told it is £263 for one month. I rang the contact centre and ask why this is, to be placed on hold for around 10 minutes, shortly followed by the line being hung up by the agent.

I rang back, to be put on hold for a further 5 minutes and then finally told that the reason for this bill is due to me sending 5400 text messages in a month, and that this was over the 'fair usage' policy and so I need to pay for the excess. I asked why I wasn't notified I had reached the fair usage policy, to be told in a very abrupt manner that this was my responsibility, and Tesco Mobile hold no duty to inform me.

Since studying the materials I was provided with when I took the contract, I never actually received a full copy of the T+C's upon taking the contract out (In Tesco store, Barnsley), and having obtained a copy online I am still unable to find the said 'fair usage' limit. The only thing is does state is that there is a fair usage policy, and that this can be found online at TescoMobile.com, or in promotional literature- both of which i have had no joy in finding?

Eventually my call was escalated to a manager, who again was very abrupt, showed no empathy at all and generally seemed like he didn't care one bit about my issue. I asked, why doesn't Tesco publish this 'fair usage' limit so that people can ensure they don't exceed this? His response was-
"We don't publish this, because it isn't good for the competition to know, and if you wanted to know it you should have rung us to obtain this".

Having had no luck with Tesco mobile, I eventually gave up and rang the Consumer Advice line, who told me I had a valid argument and recommended I pursued a complaint. I then sent a formal complaint letter to Tesco Chief Executive- Sir Terry Leahy, and to the customer service manager asking for their assistance in this matter.

It's been less than a week since I sent these letters (Recorded, signed for), so I am still waiting to hear back...

I am not ignorant to the fact that 'Unlimited' tariffs have fair usage policies, but surely this should be published?

I am posting this here in the hope others may take warning to this, and also to ask if anyone knows of any other action I can take to get this ridiculous bill wavered?

Should also note- Tesco customer service refused to complete a 'network investigation' to check the validity of such a big number of texts. I've today made payment for £35 to meet my monthly agreement, but whilst doing so I am told they cannot cancel my recurring card payment, and so whether I like it or not and indeed against my will, the payment WILL be taken on Monday (9th).

Surely this is wrong?

:mad::(:eek:

FuzzyMoose

Personally I think retailers saying "unlimited subject to fair use" should be banned

It is either unlimited or not.

teamcullen

I know that with Orange you can send over their fair usage policy (which is 3,000) and still go undetected. I had a friend that sent around the same as you and their bill was still for the same monthly amount as usual.

I thought a fair usage policy was always in place to try and stop people abusing the system, so in effect you could go X amount of months of going over before they would send a text asking you to reduce the usage in line with their fair usage policy before charging you per text sent.

maxtweenie

It's been well publicised on these forums for some time that 'unlimited' texts means a fair use policy of 3000 a month on most networks. That's around 100 a day, so you've gone a long long way over that.

However, I feel that your complaint has some validity as you weren't contacted to say that you were about to, or had exceeded the fair use policy. Hopefully, you can sort it out with them. At least you didn't fall into the trap of cancelling your direct debit and ending up with a screwed credit rating as well.

BoGoF

Whilst you may have a case you say you are not ignorant of fair use policies. Would it not have been prudent to check what it was before sending 5400 text messages in a month ? Does 5400 messages seem a fair amount to send....on average 180 a day !

Rossy10

BoGoF wrote: »

Whilst you may have a case you say you are not ignorant of fair use policies. Would it not have been prudent to check what it was before sending 5400 text messages in a month ? Does 5400 messages seem a fair amount to send....on average 180 a day !

With respect-

I've asked for this to be investigated, because I personally cannot see how I have sent these messages. I work full time, have 2 voluntary jobs and drive, so I can't see how this is physically possible. Tesco refuse to do a network investigation, so they wont prove it either way?

I used to work for o2 Collections as a student, so have experience of this situation. o2 would block a number from making outgoing calls if a first months bill was rising rapidly, and require the customer to place a deposit in order for the restrictions to be lifted. if that was the case, then that's fairenough... But Tesco have made no effort or taken no responsibility whatsoever here.

Sandoval

FuzzyMoose wrote: »

Personally I think retailers saying "unlimited subject to fair use" should be banned

It is either unlimited or not.

Bravo!

Rossy10

Sandoval wrote: »

Bravo!

I completely agree! And if you're going to use that terminology, then perhaps show a bit more leniency or cooperation

Sandoval

It's nonsense and shouldn't be allowed. Just uses a word to lure people into a contract when in fact that word has no relevance whatsoever.

Unlimited means there is no limit.

It really is that simple.

maxtweenie

I don't disagree with all the statements on 'unlimited' however the OP knew that 'unlimited' internet meant 1gb and therefore not unlimited, but not that 'unlimited' texts meant not unlimited?

bairn7

maxtweenie wrote: »

I don't disagree with all the statements on 'unlimited' however the OP knew that 'unlimited' internet meant 1gb and therefore not unlimited, but not that 'unlimited' texts meant not unlimited?

In all fairness, I was fully aware that 'unlimited' meant 500mb or 1gb for internet because there is so much talk about it on here. I haven't heard of a fair usage policy for texts though, I have always assumed that there wasn't a similar issue with them. Although I do only use about 300 per month!

Re the 5000+ txts, OP are you saying you definitely didn't send as many texts but Tesco are refusing to investigate? If so, you should receive an itemised bill listing all the texts that you can check for yourself.

Good luck