Charged for data roaming I didn’t use

[Jayne]

I recently traveled to Canada, upon arriving I received a text message from 3 saying

“Hi there, it's Three.
Your daily roaming charge is £5.83.This excludes VAT, where it applies.

You've now unlocked your UK allowances in our Go Roam In Around the world Extension destinations for 24 hours at no extra charge - as long as you stick to the fair usage policy for your plan.A surcharge may be applied for any usage above that, and you'll still need to pay for any out-of-allowance charges incurred. For more info about our charges and fair usage policy, please check out our price guide: three.co.uk/priceguide”

I immediately turned off mobile data and for most days did not receive this message apart from a handful of days where I did. I was told by a 3 call centre operative that charges apply even for receiving text messages even with mobile data off, yet the only text messages I received were from 3 themselves (see above)

I contacted 3 customer services to resolve the issue of being charged for days I did not use only to be told this charge could not be removed because I’d previously contested a similar charge in the last year when I’d been charged for data roaming in France while on a day out on the Kent coast! 

Has anyone successfully contested this charge and got immaculate data roaming charges removed? 

[JonathanB]

Hi @Jayne,

I'm sorry to hear that you received inadvertent roaming charges. Which type of phone do you use, is this an iPhone or Android? Just to clarify incoming texts definitely shouldn't trigger the charge, it would be specifically outgoing calls, messaging, or data that does this, so if you have disabled data, and didn't make outgoing calls or texts the billing team would usually look into this further.

Let me know if you still need help with this.

Thanks,
Jonathan

[Jayne]

Hello Jonathan,

thank you for your message, although this has not resolved the issue. 

I have an iPhone. It’s interesting you say that the billing team would be willing to look into this further, this absolutely was NOT my experience when I contacted 3 regarding the error on their part. I was categorically told that as I’d previously challenged similar charges (data roaming in France when I was on the white cliffs of Dover) in the same 12-month period, that 3 would not remotely entertain the prospect of removing these charges from my bill. 
I’d be interested to k ow how one contacts the billing team to escalate this issue. 

[JonathanB]

Hi @Jayne,

I'm sorry to hear about your experience not being addressed. I've sent you a PM now to get you in touch with some colleagues who I expect will be able to help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Jayne]

Hello Jonathan,

I’ve tried to contact the social media team as you suggested I’m your message. The only available contact is a chat bot. I’d rather this issue be resolved and me refunded the money I have been wrongly charged than to be signposted again to a chat bot. How do I get someone at 3 to take this matter seriously and refund me?

[Jayne]

updating on this. Despite the messages from @JonathanB  - 3 ignored my messages and did nothing and I was charged almost £20 extra on my bill for August. 

[MichaelP]

Hello @Jayne,

Thanks for getting back to us, and we're sorry to hear you were unable to make any progress with this.

I'm going to send you a PM now to help get you in touch with some colleagues who will be able to help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael