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Beantwoord

Extremely high out of bundle costs

  • 30 augustus 2024
  • 7 reacties
  • 64 Bekeken
I

I believe there is something wrong with my invoice of July. 

The cost outside of the bundel was €102,34 because of data used on 31/07. The problem is, I didn’t use this amount of data that I am being charged for. I was aware that my bundel was over because indeed I got a SMS and I stopped using the cellphone immediately. The most probable explanation is that I had apps, like WhatsApp etc continued recurrent synchronization with iCloud. 
 

I am aware of all Simyo arguments and might accept that it is my responsibility to check the phone settings to prevent unintentional MB leakage but it doesn’t seem fair from Simyo side to set an extremely high € 0.15/MB out of bundle cost. 
 

I am hoping for a fair solution here. Could you refund the additional fees for the data usage and charge me for extra data bundles that would have covered the usage? 
 

Looking forward to hearing from you

Beste antwoord door Roeqajja

Hi @Idossantos & @TZ2024,

Thank you for your message. I'm sorry to hear that you incurred charges outside your bundle due to internet usage! 

We always send warning messages at 80% and 100% usage of your data bundle. 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 will block your SIM card as a precaution and send an e-mail about this. 

Indeed, we recently introduced the option to enable a data cap for €0.50 cents per month. This will prevent you from incurring charges outside your bundle again due to internet usage. We have also created a topic on the forum with detailed information about the data cap. You can activate the data cap through Mijn Simyo.

I understand that the costs were not made deliberately. Would you like to send me a private message with your 06 number and personal details? I'd be happy to see what we can do for you to resolve this together.

Thank you for your help and information! @wimj12 ðŸ˜Š

Greetings,
Roeqajja

Bekijk originele reactie
    T
    1 persoon vindt dit leuk
    • T
      TZ2024
    Dit topic is gesloten. Je kunt geen reactie achterlaten.

    7 reacties

    T
    • TZ2024
    • Beginner
    • 3 reacties
    • 30 augustus 2024

    I have the same exact problem. I never received and notification about having reached my limit, and additionally read an email entitled ‘’new with Simyo: the data cap.’’ So I assumed my sim would be monitored for going beyond the limit of my bundle. As should be a regular service.

    Instead I went from €10 to €150 in a day of light internet use.
    I’m willing to admit my own mistakes, but in this case I think it’s fair to say, something is truly going wrong in the communication and with some ethics concerning user protection.

    This is the second time and I’m not amused!

    W
    Forum|alt.badge.img+7
    • wimj12
    • Forum expert
    • 1469 reacties
    • 31 augustus 2024
    TZ2024 schreef:

    I have the same exact problem. I never received and notification about having reached my limit, and additionally read an email entitled ‘’new with Simyo: the data cap.’’ So I assumed my sim would be monitored for going beyond the limit of my bundle. As should be a regular service.
     

    You said that you read the email about the data cap. But did you subscribe to it? And did you realize that the cap will start will start the first of next month?

    Just reading an email will not help.

    T
    • TZ2024
    • Beginner
    • 3 reacties
    • 31 augustus 2024

    Dear Wim,

     

    I’ve only read the title and assumed this problem was now solved. Eventhough that’s admittadly my assumption, it can also lead to this precise misundsanding. In my eyes, it’s unclear communication. If you want to protect your customer, this very intention should/could’ve been clear.

    More so, I haven’t received any fair warnings about my bundle cap being reached, allowing me to take action. Nor did I receive a message about the data cap through sms.

    Now that would’ve been service.

    But Wim, (or shall I say Simyo)

    I’m sure this matter can be resolved kindly and easily.

     

    I
    • Idossantos
    • auteur
    • Beginner
    • 1 reactie
    • 31 augustus 2024
    wimj12 schreef:
    TZ2024 schreef:

    I have the same exact problem. I never received and notification about having reached my limit, and additionally read an email entitled ‘’new with Simyo: the data cap.’’ So I assumed my sim would be monitored for going beyond the limit of my bundle. As should be a regular service.
     

    You said that you read the email about the data cap. But did you subscribe to it? And did you realize that the cap will start will start the first of next month?

    Just reading an email will not help.


    It is also never told to clients that the data keeps being consumed in the background while the bundel is over. It sounds like a sneaky way of getting money from clients. I agree with TZ2024, it should be a way to solve this matter kindly and easy. In this case, I would like a refund. 

    T
    1 persoon vindt dit leuk
    • T
      TZ2024
    T
    • TZ2024
    • Beginner
    • 3 reacties
    • 31 augustus 2024

    I hear you @Idossantos 

    It’s very easy to exceed your agreed bundle costs when capping your data, especially when you don’t know about it, and when the prices are insurmountably high.

    I’ve reviewed our case and we have three counts that I consider negligent, or as I call them: lessons on Simyo’s part. I propose keeping each other informed about the proceedings.

    How about you?

    W
    Forum|alt.badge.img+7
    • wimj12
    • Forum expert
    • 1469 reacties
    • 31 augustus 2024
    TZ2024 schreef:

    Dear Wim,

     

    But Wim, (or shall I say Simyo)

     

     

    To make things clear: I am not a Simyo Employee.

     

    Roeqajja
    Forum|alt.badge.img+6
    • Roeqajja
    • Moderator
    • 2552 reacties
    • antwoord
    • 2 september 2024

    Hi @Idossantos & @TZ2024,

    Thank you for your message. I'm sorry to hear that you incurred charges outside your bundle due to internet usage! 

    We always send warning messages at 80% and 100% usage of your data bundle. 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 will block your SIM card as a precaution and send an e-mail about this. 

    Indeed, we recently introduced the option to enable a data cap for €0.50 cents per month. This will prevent you from incurring charges outside your bundle again due to internet usage. We have also created a topic on the forum with detailed information about the data cap. You can activate the data cap through Mijn Simyo.

    I understand that the costs were not made deliberately. Would you like to send me a private message with your 06 number and personal details? I'd be happy to see what we can do for you to resolve this together.

    Thank you for your help and information! @wimj12 ðŸ˜Š

    Greetings,
    Roeqajja

    Stuur mij alleen een privé bericht als ik daar om vraag. Bedankt!
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