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Whatsapp EE Charges
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Hi
My partner was charged approximately £350 by EE for using the free Whatsapp over a period of 3 months. EE refuse to discuss the charges with us so we used the CISAS service. CISAS then failed to follow its own procedures (e.g. providing us with a copy of EE's response and allowing us to respond) and admits to this but as it found in favour of EE (other than it not communicating with us) in relation to the charges, confirmed despite its own fundamental errors there is no appeal.
We even supplied CISAS with information from Whatapp confirming when charges could be made and in our case there should have been no charges.
Has anyone else experienced a similar problem with EE (or other operator)?
At present we've asked CISAS to ensure it does provide us with a copy of the companies response with a view to obtaining legal advice and formally complained to IDRS about CISAS and the Adjudicator handling the case.
It is amazing that a company can illegally take monies from your bank account, refuse to discuss or respond to you and that an alleged independent communications scheme can actually find in their favour, despite admitting that it didn't follow its own processes!
EE no longer charges for the messages on the service so has obviously acknowledged its error. A legal case would therefore seem straightforward by extremely unecessary.
If anyone has any helpful advice then it will gratefully be received.
Many thanks
My partner was charged approximately £350 by EE for using the free Whatsapp over a period of 3 months. EE refuse to discuss the charges with us so we used the CISAS service. CISAS then failed to follow its own procedures (e.g. providing us with a copy of EE's response and allowing us to respond) and admits to this but as it found in favour of EE (other than it not communicating with us) in relation to the charges, confirmed despite its own fundamental errors there is no appeal.
We even supplied CISAS with information from Whatapp confirming when charges could be made and in our case there should have been no charges.
Has anyone else experienced a similar problem with EE (or other operator)?
At present we've asked CISAS to ensure it does provide us with a copy of the companies response with a view to obtaining legal advice and formally complained to IDRS about CISAS and the Adjudicator handling the case.
It is amazing that a company can illegally take monies from your bank account, refuse to discuss or respond to you and that an alleged independent communications scheme can actually find in their favour, despite admitting that it didn't follow its own processes!
EE no longer charges for the messages on the service so has obviously acknowledged its error. A legal case would therefore seem straightforward by extremely unecessary.
If anyone has any helpful advice then it will gratefully be received.
Many thanks
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Comments
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Hi
My partner was charged approximately £350 by EE for using the free Whatsapp over a period of 3 months.
It's only free provided you use it over WiFi or you have a data inclusive package with EE. If you use it abroad whilst roaming you will encounter roaming charges unless you use WiFi.
Perhaps you could explain what EE were charging you for?0 -
Thanks for your response Jem16.
Yes, that's pretty similar to what Whatapps told us directly. Wifi is used most of the time and whilst my partner occasionally exceeds her data allowance with EE, all uses of Whatapp are charged for during 3 months.
CISAS have told us that EE have informed them that the charges were for international text messages. Messages are sent to Spain (using Whatsapp) but this shouldn't result in a charge as confirmed by Whatsapp. It also doesn't indicate why some messages are charged for and others not. For some reason we've only been charged during 3 months of the year.0 -
CISAS have told us that EE have informed them that the charges were for international text messages. Messages are sent to Spain (using Whatsapp) but this shouldn't result in a charge as confirmed by Whatsapp.
Presumably the person you were texting also had Whatsapp on their phone? Were you also definitely sending the text messages from within the Whatsapp app itself?It also doesn't indicate why some messages are charged for and others not. For some reason we've only been charged during 3 months of the year.
Were you using WiFi or your data package to send them? Did you have a data package with EE at the time?0 -
Are you with EE?
Or are you with Orange or T-Mobile?
Because if you're with EE then the data is capped and you shouldn't be charged for using extra?
Also, if you're being charged for international text messages then it won't be whatsapp that is the culprit. Whatsapp uses data, it's not a text.0 -
Are you with EE?
Or are you with Orange or T-Mobile?
Because if you're with EE then the data is capped and you shouldn't be charged for using extra?
Also, if you're being charged for international text messages then it won't be whatsapp that is the culprit. Whatsapp uses data, it's not a text.
Agreed, I've used whatsapp for years and it's never been a text based service.====0 -
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... CISAS have told us that EE have informed them that the charges were for international text messages. Messages are sent to Spain (using Whatsapp) but this shouldn't result in a charge as confirmed by Whatsapp. It also doesn't indicate why some messages are charged for and others not. For some reason we've only been charged during 3 months of the year.
Is it possible that during those 3 months your partner got confused and was sending texts rather than using Whatsapp to contact someone? Are all the texts charged for sent to the same number, or to all the different numbers she uses in Whatsapp?0 -
Something is not right here. Whatsapp uses data only. If you use it whilst abroad it will either be a wifi connection, or roaming on EE incurring charges as per your tariff!0
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These are two different things, whatsapp uses only data and not text,can you upload print screen of those charges?0
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