Thomas contacted the TIO after he came home from an overseas holiday to a $2,000 mobile phone bill.
While he was overseas, he received a text message from his provider advising him that his bill was more than $300. The following day, he got another message because his bill had gone over $1,000. A day after that, he checked his bill online and saw that it was over $2,000.
Thomas had been using a GPS application on his smartphone. He claimed his provider had assured him that using the application would be free. After two days of using it during his holiday, he checked his balance online and saw that there had been no charges, which reinforced his belief that he would not be charged for using the GPS application.
He contacted his service provider when he got back home as he had received a bill of over $2,000, which he claimed had no itemised internet usage charges. Thomas claimed he had not contacted his service provider to disable international roaming on his mobile service before going overseas because he thought it was not set up previously.
After raising the issue with his service provider, he was offered a credit of half the fees. Thomas was dissatisfied with this outcome, so he called us.
We referred the complaint to Thomas’s service provider, which did not contact him in the initial 10 working day timeframe to try and resolve the issue. Following that, the full amount was debited from his credit card, attracting a higher than expected fee from his bank.
After we began an investigation, the service provider offered to refund the amount that had been taken from Thomas’s credit card for internet usage, and to give him the equivalent of the extra bank fee as a credit to his next account.
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