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antwoord

Sudden 211€ charge

  • June 27, 2025
  • 2 reacties
  • 58 Bekeken
A
Forum|alt.badge.img

Dear simyo, 

I have been happily using your sim card for a few months now without any kind of problem so far.

This morning I opened the app since both data and calls weren't working and I noticed this message saying my sim was blocked, showing this extra charge that left me speechless. After looking through some previous forums and conversations on the website I found out how it works once you exceed the usage of your data, terms I was honestly completely unaware of. But, even though I admit I wasn't aware of the policies and additional costs if you were to exceed the usage of your data, I must say I've also read I should have received warning messages at 80% and 100% usage of your data bundle, but I checked and I can find onlyt the one regarding the 80%. I've also read that you declare the number blockage if one reaches €100 extra costs, especially in a short amount of time, but this didn't happen in this case since I've been charged more than 200 euros.

Not knowing that the data would just stop working when you were to run out it I didn't select the option to enable a data cap for €0.50 cents per month either, which I would have gladly added if I had known how it works.

What am I asking now is if there is a solution for this mistake caused by simple and honest unawareness, since I'd like keep being with simyo.

I'd be willing to pay for extra data bundles that would have covered the usage, which in my case i think it was slighly more than 1 gb.

Hoping you could help me, I'm looking forward to your answer.

Kind regards

Beste antwoord door Seren

Hi ​@Andrea95,

Thanks for your message. I can imagine that you were shocked by these costs. I just checked your account and saw that you incurred charges outside your bundle because your data bundle had run out and you continued using the internet. At Simyo, we always send warning texts when you’ve used 80% and 100% of your data. These messages come directly from the network and are the most accurate. The final message also clearly states the rate from that point on (€0.15 per MB) and advises you to either turn off your internet or buy a new bundle. I checkec your account and I can see both texts were succesfully sent. 

To help avoid these kinds of surprises, we have the data cap like. This feature automatically stops your internet connection once your bundle is used up. It’s available for €0.50 per month and works in the Netherlands and EU (zone 1). You can easily activate it in the Mijn Simyo app. I still suggest you doing this to avoid costs like this in the future.

Without the data cap, the two warning messages are your best guide. Please note that the app may not always reflect your real-time usage, but the texts are accurate because they’re sent directly from the network. If you continue using data after the 100% message, costs can rise quickly. If your out-of-bundle costs get too high in a short time, we automatically block your SIM card and send you an email. We usually try to block it around €100, but due to system delays, the total might end up higher depending on your usage.

Keep in mind that your phone can use data in the background even if you’re not actively online, for example, through updates or background apps.

I totally understand this wasn’t your intention. I’d be happy to take a closer look at your subscription. Could you send me a private message? Then I can ask for some personal details to help you further.

Thanks ​@Friesian for your help!

Greetings,
Seren

2 reacties

Friesian
  • Friesian
  • Forum Expert
  • June 27, 2025

Hi ​@Andrea95 - Andrea.

I see that you are already good informed  by reading. What I would suggest is to contact the helpdesk by using WhatsApp or call them with 1200. 

https://www.simyo.nl/klantenservice

A moderator, an employee of Simyo will also response on your topic. You can wait for her offcourse. 

 

Tegen thee zeg ik geen nee.
Seren
Community manager
Forum|alt.badge.img+7
  • SerenCommunity manager
  • Community manager
  • antwoord
  • June 27, 2025

Hi ​@Andrea95,

Thanks for your message. I can imagine that you were shocked by these costs. I just checked your account and saw that you incurred charges outside your bundle because your data bundle had run out and you continued using the internet. At Simyo, we always send warning texts when you’ve used 80% and 100% of your data. These messages come directly from the network and are the most accurate. The final message also clearly states the rate from that point on (€0.15 per MB) and advises you to either turn off your internet or buy a new bundle. I checkec your account and I can see both texts were succesfully sent. 

To help avoid these kinds of surprises, we have the data cap like. This feature automatically stops your internet connection once your bundle is used up. It’s available for €0.50 per month and works in the Netherlands and EU (zone 1). You can easily activate it in the Mijn Simyo app. I still suggest you doing this to avoid costs like this in the future.

Without the data cap, the two warning messages are your best guide. Please note that the app may not always reflect your real-time usage, but the texts are accurate because they’re sent directly from the network. If you continue using data after the 100% message, costs can rise quickly. If your out-of-bundle costs get too high in a short time, we automatically block your SIM card and send you an email. We usually try to block it around €100, but due to system delays, the total might end up higher depending on your usage.

Keep in mind that your phone can use data in the background even if you’re not actively online, for example, through updates or background apps.

I totally understand this wasn’t your intention. I’d be happy to take a closer look at your subscription. Could you send me a private message? Then I can ask for some personal details to help you further.

Thanks ​@Friesian for your help!

Greetings,
Seren

Stuur mij alleen een privébericht als ik daar om vraag. Thanks!
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