Help! Talkmobile data charges for data I have not used.

Techhead_2

jancam wrote: »

Hi
Just been caught out with this and now have a £600 bill on a SIM only monthly plan at £12 per month. Talk mobile put a bar on the phone at £415 but it's gone up daily and we still don't know if this is the final amount. Again it was data downloading from midnight on 24/12 every minute we were charged 0.24p. Been on the phone to Talk Mobile for the last two days and instore to Carphone Warehouse today and one blaming the other and referring to T&Cs and pushing back to us. I've since cancelled the plan and got a PAYGo elsewhere. Just to be clear a 12 minute video was uploaded on 24/12 which would not have used the level of data and charged us £600 to do so and we thought we had a £50 limit on the plan, that's why we took it out and it was explained to us that this would avoid this type of situation - clearly not. We also weren't made aware until yesterday that it takes 72 hours for Talk Mobile to receive billing information from our provider - this isn't stated in the T&C, yet they say we are responsible for data used above the plan.

Our argument is we were miss-sold a plan on understanding this would be limited to £50 as advised by CPW sales team and we cannot understand or accept that TM didn't block until it had reached £415 and it's still rising.

We have written a letter of complaint and will continue to fight.

Have you checked, on the handset, how much data you have actually used? Anything else is hot air until you do that.

Earthworm

The issue is replicating because your daughter is more than likely installing the same apps on the phone. One app will then pull info using the data connection. As well as the info above you should show your daughter how to turn data off overnight and when not in use (ie at home on WiFi or whenever it is out of sight).

indesisiv

@OP, you really need to look at the phone and see what it says is using the data or you will not be any closer to finding out what is causing it. It is unlikely to be a billing problem, and even if you change to another provider this could still happen if it is a rogue app on the phone.

Make sure that you go into the settings and look at data usage (see attached)

matelodave

Get a PayGo sim and then you can't overspend.

dmliverpool

My phone S3 uses about 150mb a day connected to wifi. This is via software updates, push email etc. To stop the usage one must switch mobile data off. If you have done this you will have to pay.

Kayjers

James - I too have experienced this for the second time and I believe that they have abused their position as a provider and breached their contract terms. I emailed them yesterday, received this response - they claim they have tried calling me today, yet I have nothing in my other mobile call logs:

Since your new month began on 1 December, your current remaining allowances are;

249 minutes

4960 texts

0 MB of data.



You’ve incurred additional unbilled charges of £75.34 (excl. VAT) due to exceeding your data allowance you receive 500MB and have used 1439MB once you exceed data you are charged 10p per MB.



The usage and charges are correct as of 9.12am 10 December. Normally our systems will show your usage up to the last 24hrs, sometimes it may be up to 72hrs behind. When checking your usage please bear in mind that recent heavy usage may not yet be displayed.



These charges will be placed on to your next bill, due for creation 4 January. The direct debit for this bill will be due 10 working days later.



In regards to your limit being set at £10 this has been set and the limit is only a guideline as we can have up to a 72hr delay and can never confirm that you will be restricted at £10.



I can see that you was made aware of the limit being a guide on your previous call to Talkmobile on the 3 November 2013 when speaking with Henry you was also advised how to change your wifi sleep mode settings you will be liable for the charges.



As per Terms & Conditions below:

3.12. Please note that the Credit Limit does not act as a bar and you may be able to incur Charges which result in you exceeding your Credit Limit. If this happens, you will still be liable to pay for all Charges incurred in excess of your Credit Limit.

As we have verified the information using your phones unique serial number (IMEI) and your SIM cards unique serial number we have no reason to believe that these connections are incorrect.
I apologise I cannot offer you a more favourable response. I have logged a complaint for you regarding this matter you reference for this is NBS0831104.



If you need more help, please reply to this email or call Customer Services on 0870 071 5888 between 8am and 7pm Monday - Friday, 9am - 6pm Saturday and 10am - 5pm Sunday. One of our advisors will be happy to help you.:mad:

Techhead_2

Kayjers wrote: »

James - I too have experienced this for the second time and I believe that they have abused their position as a provider and breached their contract terms. I emailed them yesterday, received this response - they claim they have tried calling me today, yet I have nothing in my other mobile call logs:

Since your new month began on 1 December, your current remaining allowances are;

249 minutes

4960 texts

0 MB of data.



You’ve incurred additional unbilled charges of £75.34 (excl. VAT) due to exceeding your data allowance you receive 500MB and have used 1439MB once you exceed data you are charged 10p per MB.



The usage and charges are correct as of 9.12am 10 December. Normally our systems will show your usage up to the last 24hrs, sometimes it may be up to 72hrs behind. When checking your usage please bear in mind that recent heavy usage may not yet be displayed.



These charges will be placed on to your next bill, due for creation 4 January. The direct debit for this bill will be due 10 working days later.



In regards to your limit being set at £10 this has been set and the limit is only a guideline as we can have up to a 72hr delay and can never confirm that you will be restricted at £10.



I can see that you was made aware of the limit being a guide on your previous call to Talkmobile on the 3 November 2013 when speaking with Henry you was also advised how to change your wifi sleep mode settings you will be liable for the charges.



As per Terms & Conditions below:

3.12. Please note that the Credit Limit does not act as a bar and you may be able to incur Charges which result in you exceeding your Credit Limit. If this happens, you will still be liable to pay for all Charges incurred in excess of your Credit Limit.

As we have verified the information using your phones unique serial number (IMEI) and your SIM cards unique serial number we have no reason to believe that these connections are incorrect.
I apologise I cannot offer you a more favourable response. I have logged a complaint for you regarding this matter you reference for this is NBS0831104.



If you need more help, please reply to this email or call Customer Services on 0870 071 5888 between 8am and 7pm Monday - Friday, 9am - 6pm Saturday and 10am - 5pm Sunday. One of our advisors will be happy to help you.:mad:

You don't mention checking the logs on your handset to check how much data you actually used?

buglawton

Get a Three SIM 321 pay as you go. Data is 1p/MB, texts 2p, calls to landlines and mobiles 3p/min. Hard to overspend on this!
http://www.gizmodo.co.uk/2013/07/threes-just-dropped-a-price-bomb-on-the-uks-payg-market/
The above bill would have been about £20 for the data alone.