Extreme overcharge bill for the internet out of bundle, what can I do?

Question

Hello. I’ve got a really extreme and bizzare situation with overcharging my account because of internet usage. I received a text message that my internet bundle is out at 14:44, while i was driving a car to work. I made a hotspot for my girlfriend when I arrived at our college’s spot to pick them up. You can imagine that last thing I did was thinking about reading a text message. What was my surprise when I’ve arrived at my workplace at 15:05 or so and I’ve checked my simyo account just to found out it was charged with almost 1k euros. In my home country it’s not even legal to charge so high bills. You are saying in your forums thread, that you are making a compensation for the first time. I would like to receive one too, as I clearly wasn’t aware of your practice and I couldn’t prevent it immediately. Also, you are stating that there’s a block at 100 euros. Why stating that, if you clearly are unable to do that, because of the network delay? That’s nonsense. I cannot afford paying 1000 euros, because of internet usage I wasn’t aware of and didn’t intend to make. Please, try to understand my situation and help me not to go bankrupt.

Best regards, Karol Ciecierski

Seren · Accepted Answer

Hi@mikikoper,Thank you for your message. Sorry to hear about the high costs that were made.Like yousaid, we do send several warnings once you reach the usage of 80% and 100% of your bundle. It is pretty clear that while using your hotspot a lot of internet was used. It is atleast good to knowthecause of the extreme data usage on your phone, so you can prevent this from happening in the future. If you need more tips on how to prevent unwanted usage, you can check outthis blog.It is very understandable that you are not happy with the extra costs, so I will make sure i will discuss this with ourfinancial department.Can you send me a private messagewith your 06-number, address, and email address? I will check for you right away.Thanks@Groentjuhfor explaining how everything works!Greetings,Seren

Groentjuh · Answer

Also,you are stating that there’s a block at 100 euros. Why stating that, if you clearly are unable to do that, because of the network delay? That’s nonsense. I cannot afford paying 1000 euros, because of internet usage I wasn’t aware of and didn’t intend to make. Please, try to understand my situation and help me not to go bankrupt.Yes, they indeed mention that! They also mention it is possible to exceed this in case there was very high usage in a short time. In that case it does not block at 100 euro’s usage a day, because of network delays. In this case it is not the network doing the block; It is Simyo's invoicing system doing it. And that system does process usage with a delay and then commanding the network to block the connection for outgoing stuff. (Yes, it's silly and shouldn't really be a problem for the customer, but it is what it is!)You've done your research rather well, so I guess all I can add is that will happen next. Tomorrow a moderator will request you to send him/her a private message with your private details. He/She will look into what's possible and discuss that in private messages.

.

Reageer

Meld je aan

Welkom

Bestand scannen voor virussen

Dit bestand kan niet worden gedownload