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antwoord

Why am I being charged such high costs for unexpected use?

  • May 22, 2025
  • 3 reacties
  • 31 Bekeken
J

Dear person in charge,

I am writing to ask for assistance regarding a recent issue with my data usage on my current plan. A few days ago, I received a notification stating that my SIM plan had been blocked due to exceeding my data limit. My number is now blocked, and I am facing over 100 EUR in additional charges.

This is very concerning for me, especially as I am a student and was not expecting this kind of expense. I changed to Simyo from a previous provider because I found your plans to offer better value, and I was not anticipating such high additional costs.

I am new to the Netherlands and do not speak Dutch, which makes it more difficult to deal with unexpected issues like this. I understand that Simyo charges €0.15 per MB once the data limit is exceeded and that customers are warned in advance. However, at the time I received the warning messages, I was at home and connected to WiFi, so I did not expect any additional charges.

Unfortunately, I later discovered that my phone had automatically switched to mobile data when the WiFi connection was unstable. At the same time, some apps were updating in the background without my knowledge. Additionally, my laptop connected to my phone’s hotspot automatically on a few occasions, which I was unaware of.

Altogether, this was a conjunction of misfortunes that led to the unexpected data consumption. Given the significant financial impact this has had on me as a student, I would sincerely appreciate any assistance or (partial) solution that could be offered.

 

Thank you very much in advance for your time and help.

 

Kind regards,

Jesús Bejarano.

Beste antwoord door Seren

Hi ​@jesusbp,

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. Have you seen these messages?

To help avoid these kinds of surprises, we have the data cap like ​@Groentjuh already mentioned (thanks for that!). 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.

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.

Greetings,
Seren

3 reacties

G
Forum|alt.badge.img+10
  • Groentjuh
  • Forum expert
  • May 22, 2025

Most of this can only be handled by Simyo staff.

I will give you one advise: Turn on "Dataplafond”. If you turn it on now, it will be enabled the 1st of June. It costs 0,50 euro/month, but protects you against using more than your data bundle allows and blocks internet instead of charging you 0,15 euro/MB.

Forum experts zijn behulpzame klanten. Moderatoren zijn Simyo medewerkers. Wil je vriendendeal-korting en heb je helaas geen vrienden bij Simyo? Gebruik dan deze vriendendeal-link voor Sim-Only: https://vriendendeal.simyo.nl/sim-only/ZnNV6c en voor Prepaid: https://vriendendeal.simyo.nl/prepaid/ZnNV6c.
Seren
J
  • jesusbp
  • auteur
  • Beginner
  • May 22, 2025

Thank you. How can I contact Simyo since my phone number os actually blocked? It’s quite frustrating cause I do not how to do.

Seren
Community manager
Forum|alt.badge.img+7
  • SerenCommunity manager
  • Community manager
  • antwoord
  • May 22, 2025

Hi ​@jesusbp,

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. Have you seen these messages?

To help avoid these kinds of surprises, we have the data cap like ​@Groentjuh already mentioned (thanks for that!). 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.

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.

Greetings,
Seren

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