Mobile Phone out of plan charges (MMS) that are NOT clear or explicit
I wanted to raise something that has just come to light and could have been going on for years without me knowing and being charged for.
I was with Three mobile for years and recently left because of the poor signal I had for over a year and despite three admitting there had been an issue for that time, never offered to compensate me despite raising this with the complaints team.
I then moved to Talk mobile and have only been with them 5 days.
I went to pay my three bill and noticed that I was being charged for MMS- Picture messages.
I know I had not sent any and therefore I went through these charges and discovered I was being charged for sending the BBC website links (news articles).
I reviewed the contract and nothing was explicit and therefore checked their internet and again, nothing mentions website links being classed as MMS.
I have complained and they have refunded this amount from this bill. However they did say a website link is classed as an MMS, but unclear why as again not says in their literature/T&C/charges.
I need to check over the years I have been paying picture message charges thinking they were correct and it was because I was in fact sending pictures.
As I have moved to talk mobile, I looked on that bill and I am getting charged for elements not in my “plan” despite only being with them 5 days.
They have charged me for the days I did not activate my sim as the sim arrived on 9th Jan and I asked it to be activated on 17th Jan. They have charged me for this and they have also charged for MMS which apparently if characters in a text are more that 160 you are charged extra.
This wasn’t the case and it must be the website links again.
The reason I am telling you this is I checked both T&Cs I received when I started the contract and none explained these types of charges. You have to actually know what you are looking for in order to search on the internet to find this info.
I find this tactic very deceiving and I believe this shouldn’t be allowed to happen and companies need to be open, honest and transparent straight away of their charges.
It appears to be that they are happy to go into contract with you, by giving you only half of the info and expecting you to find the charge info yourself.
Please can you see if this is normal practice or if this is not as I want to take this forward for others and may take to an ombudsman.
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