Excessive data charges whilst abroad

th88_2

Hi All

I recently visited the USA and used the internet for email whilst out there, with the knowledge that my bill would be higher than normal.

Before I left I checked the Vodafone website and spoke to an advisor on the phone to check data charges. From the vodafone website:

Rest of the world: £3 for each MB up to 5MB, then £15 for every 5MB after that

How will I know when I reach my limit?

We'll keep an eye on things for you. As you get close to every 5MB step, we'll send you a free text alert so you can keep in control of your costs.

When I returned from the USA, my phone had been cut off. I spoke to Vodafone who had advised I had run up charges totalling £327 + VAT.

At no point whilst away did I receive the "free text alert" to warn about my data usage, so I assumed I was always under the 5MB threshold (per session).

I believe that Vodafone are in breach of their policy as they did not warn me, as clearly stated on their website, by text message whilst away.

I have spoken to Vodafone who have put a note on my account that I am disputing the charges.

I have 2 questions:

• The Vodafone customer services agent has told me to cancel the direct debit. I am not sure whether to just pay the bill and argue it, or not pay the bill at all (but still argue for a refund).
• Do I have a valid defence (no warnings as stated by policy).

I know there will be some people that say "you used data abroad and its expensive, suck it up", but what's the point in having a clear policy for your customers if you aren't going to stick to it - then send out huge bills?!

Thanks

Guys_Dad

That's an interesting one and you have every right to defend your position on the texts. If they haven't sent them, then you have a very strong case for not being liable.

That is, of course, unless they have discontinued the text service and you missed the notification.

Your problem, of course, is getting your phone re-connected in the meantime. and, equally important, not getting your credit record trashed.

Obviously a prompt email to the CEO's office is a must, but you also need to negotiate with their CS to get back on line pdq.

Do NOT cancel your DD. Bad advice from CS. No, No, No.

If you can afford it, pay the charges and seek recompense. You have a very strong case.

Jon_01

I 'think' the "free text alert" their talking about is for Europe only?

Which I'd use against them too, they should train their staff to know that and give the right advise. You use the service in good faith based on what they told you.

Guys_Dad

Jon_01 wrote: »

I 'think' the "free text alert" their talking about is for Europe only?

Which I'd use against them too, they should train their staff to know that and give the right advise. You use the service in good faith based on what they told you.

I do hope, for OP's sake, you are wrong otherwise there is no real defence and it's pay up or beg leniency time!

However, their web page is http://online.vodafone.co.uk/dispatch/Portal/appmanager/vodafone/wrp?_nfpb=true&_pageLabel=templateCClamp&pageID=OS_1101

and the text is

Data roaming in 39 European countries for as little as £1 per MB a day .
We've split the world into two price zones.

Europe (Zone 1)
Rest of the World (Zone 2)

New pricing from 15 June 2010
Europe: £1 for each MB up to 5MB, then £5 for every 5MB after that
Rest of the world: £3 for each MB up to 5MB, then £15 for every 5MB after that
The countries in each zone may change from time to time - please check before you travel.

How will I know when I reach my limit?
We'll keep an eye on things for you. As you get close to every 5MB step, we'll send you a free text alert so you can keep in control of your costs.

I can't see where they say that the text service is for Europe only. The 50 euro cap is for Europe only though.

Jon_01

Hum. . . odd.

I'm still not clear on how this works (I'm going to have to find out).
You're not using your own network, your usage is sent to your home network only once a day. So I really don't see how they can text you if you get close to each 5mb ?
You could (in theory) use a gig in a day, are you then going to get 20 texts saying you're close to each 5mb step? Not a lot of use.

DarkConvict

You need to remember roaming limits are per day, not per month.

So using just 1 byte of data of data will cost you £3, using 500,000 bytes is still £3, you need to cross the 1MB threshold for it to cost more.

Assuming you used under 1MB per day every day, that would take 109 days to rack up a bill of £327 + VAT. Are you sure you did not have applications using data in the background. Some smartphones can use say 50MB a day in updates, which would be £150 a day of charges!

boliston

DarkConvict wrote: »

You need to remember roaming limits are per day, not per month.

So using just 1 byte of data of data will cost you £3, using 500,000 bytes is still £3, you need to cross the 1MB threshold for it to cost more.

I don't think they would be able to get away with charging £3 for a single byte! (a rate of £3,000,000.00 per MB) If they did charge this much they would need to make customers very aware of it in the t&c as if ever there was an "unfair term" this would be it!

th88_2

Apparantly I have used 90 MB of data, which seems excessive considering when I wasn't on the hotmail site (mobile version) it was in airplane mode.

Anyway, to confirm the text alert policy, here is more from vodafone:

[w][w][w].vodafone.com/start/media_relations/news/local_press_releases/uk_press_releases/2010/summer_roaming_2010.[h][t][m][l]

That confirms that I SHOULD have received text alerts and received precisely none. Therefore I believe I have been misled about charges, and shouldn't be liable for them.

I have written to Head Office to formally dispute the charges and request they are all waived. Hell will freeze over before they do that, but they might give me 50% off or something!!

mtvqiwuaoj

boliston wrote: »

I don't think they would be able to get away with charging £3 for a single byte! (a rate of £3,000,000.00 per MB) If they did charge this much they would need to make customers very aware of it in the t&c as if ever there was an "unfair term" this would be it!

I think they do charge £3 if you use only a single byte in a day. See:
(I am not allowed to post links but it is forum.vodafone.co.uk/index.php?showtopic=39353)
which reads

I have just been talking with Vodafone (on another matter), and asked about this. The guy I was talking to confirmed that the minimum charge is £3 for Zone 2 and that there is no per-KB billing any more. Just so you are aware!

I have a related post here:
(Again, I am not allowed to post links, even to this forum, but it is forums.moneysavingexpert.com/showthread.php?t=2654961).

Jon_01

boliston wrote: »

I don't think they would be able to get away with charging £3 for a single byte! (a rate of £3,000,000.00 per MB) If they did charge this much they would need to make customers very aware of it in the t&c as if ever there was an "unfair term" this would be it!

If you call and ask about roaming costs they will tell you.
Some US networks (I can't remember which) charges by the meg and always rounds up, so 1 byte would cost whatever their per meg charge is (although I can't think of many ways you could just use 1 byte !).

mtvqiwuaoj

Jon_01 wrote: »

If you call and ask about roaming costs they will tell you.
Some US networks (I can't remember which) charges by the meg and always rounds up, so 1 byte would cost whatever their per meg charge is (although I can't think of many ways you could just use 1 byte !).

For the last several years Vodafone has billed me in sub-1Kb increments when roaming in the US. That has now changed and it is billed in 1Mb increments. See: forum.vodafone.co.uk/index.php?showtopic=39353 where it has recently been confirmed by the Vodafone Rep George.

It is quite easy to use only a few bytes, though. Say you land late one evening in the US, turn on your BlackBerry. You don't even need to send any emails or BB Messages as it will use some data to connect to the BlackBerry network. You have used virtually no data but it'll cost you £3 now.

Part of the reason for choosing my device and contract was that it made communication while roaming relatively inexpensive. Now Vodafone have changed that.