Tesco data charges £120

bilb27_2

Hi am on the Tesco monthly £6 simonly deal. Long story short. Got a Google G1 phone and put sim in on Monday morning. Wednesday morning my account was locked. Had run up £88 bill for internet usage. reluctantly paid and asked if anymore charges due and told no. 3 hours later same thing. locked and another £30 needed to clear account. I went back to my old phone after first problem problem. Checked T & C and it states a maximum limit of 3 times my monthly subscription would be in place. They have refused to give me my money back despite numerous phonecalls as there system can take 4 to 24 hours to be aware of the problem. Very angry. :mad:
Anyone had same problem and where do I stand? They are clearly in breach of the T & C of their own contract or am I wrong? Please help as have threatened with ofcom and they are not interested.

thatsean

Maxumum limit? Is this a credit limit, or max cost?

Is it's credit there will be a disclaimer somewhere else which states that as they don't see the data come in real time - they can't bill real time (which in fairness is true) and therefore can't be expected to enforce this for you, rather the responsibility is on the user to understand the costs before they use the service.

Did you think there was an internet allowance on the plan?

Timalay

From what I can gather your plan doesn't have any data usage with, which would mean you would get charged for any data you use (which can be very expensive). The problem is you have an Android phone is that it will connect to the internet even if your not browsing (with the androind apps that need to use data). To be honset your best to going on the next plan up for £10 which will include data with it.

bilb27_2

Timalay wrote: »

From what I can gather your plan doesn't have any data usage with, which would mean you would get charged for any data you use (which can be very expensive). The problem is you have an Android phone is that it will connect to the internet even if your not browsing (with the androind apps that need to use data). To be honset your best to going on the next plan up for £10 which will include data with it.

Hi I have upgraded but as stated only put sim in on monday without reading instructions. Currently using old phone till this upgrades on 16th. There is no get out on the T&C in the contract only for iphone ones. Customer Services also told me the maximum limit has been increased to £30 now not 3 times your contract. Feel it is unfair that there own contract states a maximum they wil allow but they dont stick to it. CS even stated people have run up thousands before finding out. It surely is there responsability to manage that as per the contract.

SnowTiger

bilb27 wrote: »

Hi I have upgraded but as stated only put sim in on monday without reading instructions. Currently using old phone till this upgrades on 16th. There is no get out on the T&C in the contract only for iphone ones. Customer Services also told me the maximum limit has been increased to £30 now not 3 times your contract. Feel it is unfair that there own contract states a maximum they wil allow but they dont stick to it. CS even stated people have run up thousands before finding out. It surely is there responsability to manage that as per the contract.

I've got the charges for Tesco Mobile's £6 a month contract up on my screen at the moment. They're pretty horrendous: £4 per MByte, so a £30 or even £88 bill could be run up quite quickly.

Presumably the part of the contract you're referring to is this:

12.9 We will impose a maximum limit on your account which will be reached if your chargeable calls are equal to or exceed:
a) £500 for iPhone 24 month contracts
b) £250 for iPhone 12 month contracts
c) £30 for £6 SIM only tariff; and
d) Three times your monthly subscription fee in any one month for all other tariffs.

We will also monitor usage of the Tesco Mobile Pay monthly Service via your account for the purpose of imposing your maximum limit, controlling our credit risk and your exposure to fraudulent usage. Your account will be assessed automatically at four hourly intervals. Therefore, any significant spend within a four hour period will not be detected until the next automatic check and no call restrictions will be applied during that time. You will be responsible for any spend that you incur beyond your usage limit before any call restrictions are imposed. If usage on your account reaches the maximum limit or gives us cause for concern we will attempt to contact you by text message or by calling your mobile phone. If we are unable to contact you we may have to restrict use of the Tesco Mobile Pay monthly Service on your mobile phone and/or we will have to suspend your Tesco Mobile Pay monthly Service. You will need to contact us before you can use any of the chargeable aspects of the Tesco Mobile Pay monthly Service. You may be required to make an interim payment by purchasing additional credit by way of top-up before the Tesco Mobile Pay monthly Service can be reinstated. Following your top-up, it may take up to 12 hours to reinstate your Tesco Mobile Pay monthly Service.

It appears the usage is not monitored in real time, and that Tesco Mobile may restrict your usage if you go over your limit.

bilb27_2

Finally managed to speak to a reasonable account manager who has agreed to refund £100 back. Agreed with me that it should have been suspended far earlier but dont have facilities to do it.

Emailed the Chairman of Tesco as well.lol. See what he comes back with.

JJ_Egan

Android phones connect around the clock every few minuets unless Mobile Data Background Sync etc is turned off .
Ann APP like Quick Settings or the settings in the phone can be used to turn Mobile Data off when not needed .

jje