Extreme overcharge bill for internet usage

Question

Dear Simyo team,I am writing to you with an urgent request regarding my Sim card, which was blocked today due to an unexpectedly high internet bill of almost 200€. I’m a new customer and I joined Simyo only a couple of weeks ago and it is crazy to think I’ve already finished my data. This is not my usual usage.The large bill came as a surprise to me because I primarily use Wi-Fi at home and only use mobile data for short periods when I am outside, such as home-office commute. I did not realize my data bundle had expired!Unfortunately, I do not understand much Dutch and I ignored all your messages that I now see in my inbox. I regret this oversight and apologize for any inconvenience caused.At the moment, I am facing financial difficulties, making it very difficult if not impossible for me to pay this crazy bill. I was accustomed to mobile providers who either restrict data usage once the limit is reached or send frequent warnings about low data, preventing such high charges.I am humbly requesting if there is any way Simyo can assist me in this situation. This gesture would greatly alleviate my financial strain. I assure you that I will be more vigilant in monitoring my data usage and regularly checking my Simyo app and SMS notifications in the future.Thank you for your understanding and assistance. I look forward to your prompt response.Best regards,

Roeqajja · Accepted Answer

Hi @sm6991,Thank you for your message. I'm sorry to hear that you incurred charges outside your bundle due to data usage.We always send warning messages at 80% and 100%usage of your data bundle through text. These text messages come directly from the network and are always leading. In the last text message we also clearly indicate what the tariff is from that moment on (€0.15 per MB) and that it is wise to turn off the internet or to buy an internet bundle. From Simyo, we do our best to warn our customers in time. If you have incurred high costs outside your bundle within a short period of time, we block your SIM card as a precaution and send an e-mail about this. We try to block the SIM card from €100, but as consumption is processed with a delay in our system, the charges can exceed €100 depending on how many MBs have been consumed.We've recently introduced the option to enable a data cap for €0.50 cents per month, just as @Groentjuhalso states (bedankt voor je hulp! 😊). I recommend enabling the data cap to prevent this from happening again. We have also created a topic on the forum with detailed information about the data cap.I understand that you did not make the costs consciously. Can you send me a private message with your 06 number and personal details? I'll be happy to see what we can do for you to resolve this together.Kind regards,Roeqajja

Groentjuh · Answer

I was accustomed to mobile providers who either restrict data usage once the limit is reached or send frequent warnings about low data, preventing such high charges.

I assure you that I will be more vigilant in monitoring my data usage and regularly checking my Simyo app and SMS notifications in the future.

There is a feature called “Dataplafond”. It costs 0,50 euro/month and it will made Simyo block data when your data bundle is used up, which prevents these type of costs!

A moderator will likely ask you to sent him/her a private message.

.

Reageer

Meld je aan

Welkom

Bestand scannen voor virussen

Dit bestand kan niet worden gedownload