UB Weekly: Data Roaming
So to start us off this week I had a fun encounter with a gentleman returning from Canada. Here's how the conversation panned out:
Customer: I just got a ridiculous bill for using data abroad. Your company should be ashamed of themselves with this! I have unlimited data on my package for peats sake! You had better get this charge removed or I'm cancelling my contract and taking my business elsewhere to another provider.
Me: Hi, just to let you know, I mean I hope you're aware that your unlimited data is UK only right and that no provider offers Data for use abroad for free or as part of a contract.
CR: That wasn't explained to me when I took out this contract.
Me: So the fact that our tariff guide here and on your contract stated in the terms and conditions that it is UK data didn't highlight that to you?
CR: I didn't get a copy of that.
Me: So you mean you didn't get a copy of this contract which you have handed me , which ahhh, yes, has the terms and conditions printed on the back?
CR: Still I demand compensation for this.
Me: (sensing this argument tactic is going nowhere) Ok so I'll take a look at your phone to see if there are any faults there for you.
CR: That's a good idea.
Me: Is there any reason your data roaming is switched on?
CR: Well I needed it on as I only wanted to check a few emails and I got this ridiculous charge. I didn't even open them!
Me: How many emails did you receive?
CR: About 40-50, all junk mail. I didn't open them so I shouldn't have been charged!
Me: You know that even if you don't open it your phone has already downloaded it and therefore you have already been charged.
CR: No
Me: Well that is the case and as you switched on data roaming on your phone you made the conscious choice to use data abroad.
CR: YOU DIDN't TELL ME THE CHARGES!!!
Me: So when your phone told you that you may incur extra charges that didn't give you a warning, also that this text message from us here in your inbox that you opened that welcomed you to Canada with the networks we support, your roaming voicemail number and relevant charges for calls, texts and data was not in fact sent by us to you?
CR: (Takes back phone) I'm going to complain to Watchdog about this!!
Me: Have a nice day.
