Unfair extra charge

Hoi ​@Daria,

Thank you for your message. I understand that it can be very frustrating when unexpected charges occur. I would like to emphasize that it is not our intention to confront customers with unexpected costs. That is why we inform customers about their data usage at multiple moments.

When your data bundle is almost used up, you will always receive a warning when 80% of your bundle has been consumed and another notification when 100% has been reached. These messages clearly explain the consequences of continuing to use data outside your bundle and the options available to prevent additional charges, such as disabling mobile data, purchasing extra MBs, or setting up a Dataplafond. You can find more information about high data usage here: Lees meer over Hoogverbruik - Simyo.

I would also like to thank ​@Groentjuh for the additional information. The Dataplafond is indeed an option that customers can activate to prevent unexpected costs outside their bundle. Customers can choose whether they would like to add this extra protection to their subscription. More information about the Dataplafond can be found here: Dataplafond instellen bij Simyo - Simyo

Regarding the 59 MB sessions you mentioned, I understand that seeing multiple entries of 59 MB may look unusual. However, this is a system notation used to register longer data sessions. Simyo registers longer internet sessions in blocks of approximately 59 MB. This does not mean that you suddenly used 59 MB at each of these moments; it means that one longer internet connection has been divided into multiple parts in the overview.

It is also possible for your phone to use mobile data in the background, even when you are not actively using it. For example, automatic app updates, synchronisation, backups, notifications, or other processes can use data without you opening an app yourself.

The terms and conditions regarding data usage and out-of-bundle costs are available when taking out or changing a subscription. We aim to make these options and the available protections as clear as possible, so customers can choose the settings that best suit their own usage and needs.

If you have any further questions, please feel free to contact our customer service. We are happy to help: https://www.simyo.nl/klantenservice

Greetings,
Khadija