Orange-horror itemised phone bill from Canada

mije1983

Silk wrote: »

That would be Orange's problem if they were unable to deliver it not your D's
If the regulation is they have to give it and they don't it would not stand up as far as I can see.

Just playing devil's advocate here, but could it be argued that the OP set their own limit by buying a bundle, and that by buying the bundle they were aware of the charges?

I've no idea if the purchase of the roaming bundle has any effect or not, just thought I'd throw it out there!

NFH

NFH wrote: »

The full legislation is Regulation (EU) No 531/2012 of the European Parliament and of the Council of 13 June 2012 on roaming on public mobile communications networks within the Union. See Article 15(6).

lulubelle41 wrote: »

Thanks for this but it is for the EU Member states only.

No, it's not. I specifically referred to Regulation 15(6). Did you bother to read its contents? If not, why reply in order to incorrectly negate what I had written?

Silk

mije1983 wrote: »

Just playing devil's advocate here, but could it be argued that the OP set their own limit by buying a bundle, and that by buying the bundle they were aware of the charges?

I've no idea if the purchase of the roaming bundle has any effect or not, just thought I'd throw it out there!

I would argue it as a pre set limit myself which is usualy x number of bytes at a set price etc etc which would need to be made aware of when it was going to go over the limit.

Silk

lulubelle41 wrote: »

This is the PERFECT question. She arrived in Canada on 19 November. They cut her off on 21st November due to high roaming. I spoke to Orange and paid the given outstanding bill of £34.64. All fine. They reinstated her phone. On the 30 November they cut her off again with an outstanding bill of £30,777.

Firstly they lead me to believe on 21 November the outstanding amount was £34.64, but they themselves knew the outstanding amount was already over £6000. They then let me reinstate the phone until a week later when it was cut off for good.

This may be a problem then in that case.

From what you describe it would seem the limit was getting close at £34.64 and having no confirmation of carrying on they cut it off.

Paying off the limit and telling them to reinstate the service could well be seen as giving them a green light to carry on.

You will need to think carefully about what was said in that conversation and what was agreed.

lulubelle41

NFH

No, it's not. I specifically referred to Regulation 15(6). Did you bother to read its contents? If not, why reply in order to incorrectly negate what I had written?

6. This Article, with the exception of paragraph 5, and
subject to the second and third subparagraph of this paragraph,
shall also apply to data roaming services used by roaming
customers travelling outside the Union and provided by a
roaming provider.
Where the customer opts for the facility referred to in the first
subparagraph of paragraph 3, the requirements provided in
paragraph 3 shall not apply if the visited network operator in
the visited country outside the Union does not allow the
roaming provider to monitor its customers’ usage on a real-
time basis.
In such a case the customer shall be notified by an SMS
message when entering such a country, without undue delay
and free of charge, that information on accumulated
consumption and the guarantee not to exceed a specified
financial limit are not available.

Yeh, read it.

lulubelle41

So NFH, would you please be kind enough, since you are a brilliant investment banker, put it into layman language for us all?

Thank you so much

hieveryone

OP, I just wanted to say I hope you get this sorted, I really do.

I love how posters give it things like 'oh you used it therefore pay it' - I bet that wouldn't be the case if it was their bill that exceeded £30k!!

Anyone who is using that amount of data should be blocked by their mobile operator, it's as simple as that. No credit card company would allow you to go and spend that much on a card without any contact from them - are we saying that mobile contracts are unlimited credit accounts??!! Absolutely ridiculous...!

iPhones are so bl00dy tricky to figure out, they really are. One little option not turned off can result in something like this. They have so many menus that it can be totally overwhelming.

P.S I used to work for a mobile phone company and I helped a customer get a bill of roughly £27k credited back in full.


I really hope you get this sorted out..

lulubelle41

Silly me, forgot to include -

Para 5 - (with the exception of)

Roaming providers shall take reasonable steps to protect
their customers from paying roaming charges for inadvertently
accessed roaming services while situated in their home Member
State. This shall include informing customers on how to avoid
inadvertent roaming in border regions.

Sub para 3 -

Each roaming provider shall grant to all their roaming
customers the opportunity to opt deliberately and free of
charge for a facility which provides information on the
accumulated consumption expressed in volume or in the
currency in which the roaming customer is billed for
regulated data roaming services and which guarantees that,
without the customer’s explicit consent, the accumulated expen!
diture for regulated data roaming services over a specified
period of use, excluding MMS billed on a per-unit basis, does
not exceed a specified financial limit.
To this end, the roaming provider shall make available one or
more maximum financial limits for specified periods of use,
provided that the customer is informed in advance of the
corresponding volume amounts. One of those limits (the
default financial limit) shall be close to, but not exceed,
EUR 50 of outstanding charges per monthly billing period
(excluding VAT).

grumbler

Para 5 - absolutely irrelevant.

lulubelle41

grumbler wrote: »

Para 5 - absolutely irrelevant.

Agreed - but it was quoted in 15/6 .... and it was suggested by NFH that I read it. So I did.