My complaint:
On November 23rd, I contacted Vodafone Customer services to have additional information on my cellular data abnormal usage on the 9th and 10th of October 2012. I was invoiced an amount of EUR 819.99 (EUR 659.32 before VAT just in cellular data
The bill statement on October 9th indicates a usage of 767.844 KB (8:15 and 11:00) and on the 10th a usage of 8.211.858 KB between 8:15 and 12:15 (4h sessions of Internet Data transfer while at work). The volume corresponds to downloading or streaming two movies in DVD quality over 3G in 4h! On the 10th of October at 8:20, I received a text message informing me that I reached 75% of my monthly data plan.
After this message, I switched off the cellular data option and disabled the 3G network to prevent extra costs and have better control on my data usage. But based on my statement, I kept using my cellular data. Vodafone customer services admitted that iPhones can use cellular data even if disabled but didn’t propose me a solution to have my bill reviewed. Still no one at Vodafone wants to put down on a paper their saying so I can progress on my request.
Analyzing my invoice statement, I shall have received the alert message on the 9th and not on the 10th after a session of 3.8 GB started at 8:15. Vodafone claims that a message was sent on the 9 and that they are not responsible if I received it on the 10th. My phone was not out of service between the 9 and 10th of October. I was not informed either that my usage exceeded my monthly allowance.
On November 24th, I visited the Vodafone shop on Rokin. I talked with a service desk representative, who confirmed after having called again the customer services that it was mistake. Unfortunately, I was told that only the place where my contract was established (PhoneHouse in Osdorplein), could request for a credit note for abnormal data usage.
Monday November 26th, I visited The PhoneHouse in Odsorplein to close the case but they refused to do anything arguing it was a Vodafone issue and that I had to go back to Vodafone.
After going back and forth between the shops on the 27th of November, I was proposed to write a letter to the SSV department of Vodafone.
Consumer websites in the Netherland (klacht.nl) report customer having been charged excessive amount for their data consumption with Vodafone. The cases are identical to my situation and state that the usage of the cellular data is not originated by the user.
As no one is willing to take action by issuing a credit note or fixing my phone configuration to prevent huge data transfer to happen again, I asked my bank to cancel the payment of 819.99 EUR and block the direct incassos for all the companies who can withdraw from my bank account. I consider that the bill is incorrect and will pay only for usage made intentionally. I wouldn’t have argued a second if the data transfer was made intentionally and would have paid directly the invoice.
Over the 4 past years, since I use an iPhone, I never exceeded my data plan (1Gb) nor on my private nor profesionnal cellphones and can provide statements of my usage over the past years. I work in the web industry and I prefer most of the time to use a fixed internet connection instead of a 3G network
On the 30th November, Vodafone calls me to propose me a coulance of EUR 300.- of my bill and not a credit note as I was told at the Vodafone shop. If I don’t accept the offer, my phone will be blocked and they will consider me liable for the complete invoice. Looking at the cases on the website, Vodafone customers were proposed to have their excessive charges simply withdrawn.
Desired solution:
I ask Vodafone to drop the data charges for the 9th and 10th and send me a corrected invoice . As of today, I have no guarantee that this case will not reoccur as I didn’t receive proper support to prevent silent data transfer. I installed on my smartphone the Vodafone mobile application and a data transfer analyzer one to be alert as soon as my data usage is over a daily threshold. Vodafone and the other telco shall inform their customers about the risks when purchasing an iPhone or provide a procedure to prevent silent data transfer.
