Roaming charges whilst data roaming turned off

[bcracknell]

I was on holiday in the US last month and had data roaming turned off before I even left the UK. At no point did I turn my data roaming on. Three texted me randomly at 3 points during my trip saying hello and welcome to the USA, outlining the costs associated with using my phone whilst in the USA. These texts were not telling me I was using my data, just letting me know I could. I've just received my bill to find I've been charged 3x £5 plus VAT for roaming services whilst in the USA. I can see on my bill that these supposed usages were really tiny amounts of data, <10MB. When I tried to dispute these charges, stating that I had my date roaming turned off the entire time,  I was told there was no way the system could be incorrect. However, clearly, the system is wrong if I can be charged tiny amounts of data usage whilst my data roaming is turned off. Please can you advise what I can do in this situation? 

[HD1983]

If they've closed your case - is that their final response ? Can we then go straight to the ombudsman? Surely compensation will be higher than just the daily charge because if the time they waste over a known issue ?

[HD1983]

This is a Three community board - staff members - anyone there? Can we gain an understanding as to why cases are being closed without being properly reviewed ?

[HD1983]

After much persuasion and persistence - the credited back the roaming charges - which were incorrect - but got the VAT wrong. What a headache . But atleast they've admitted the fault 

[Jnet80]

Update - Three complaints department ca.lled me back to say they will not refund the charges but as a good will gesture they will raise the good will gesture of £10 they offered last week to £13. I declined and stated that I wish to take this to the ombudsman, I will receive details on how to do this within the next 48 hours. Hope I get somewhere when it is raised with them.

[Volcs]

Same issue here from trip to the US - data off on primary SIM the entire time and eSIM installed for US data. Came back to £20 charges. Contacted them when I got the first SMS and was told not to worry as there was no charge.

[cinone]

Very worried...Data off meaning Settings>Mobile Service>Mobile Data set as Off or Data Roaming set to off?

[HD1983]

I was told I have to wait for the bill to be printed and then raise a case. I see this as a fault on their network - doesn't happen with Voda or O2. I received another message today - with a fee for 690 kB data even though the data roaming in the 3 SIM is off and - it's normal data on 3 SIM has also been off prior to departure! Shouldn't Three just have an automatic refund system in place due to this prolific error? 

[HD1983]

And again - so every time Three text me - they charge me the daily roaming fee for data. Even though my data is turned off since before departing the UK- and data roaming is turned off for the Three SIM too. And every time - the charge is for data. This time 566 KB. Somehow - even with data disabled on the SIM and data roaming deactivated - I'm being charged at the same time every day for a few on of days. An O2 SIM with the same settings - no issue and no transfer of data or charges. This is a Three Network issue.

[slbarron23]

When I told them the charges were when the texts were received, they told me I was receiving the texts because I had already ‘used’ the data. Which seems to be true, however they can’t explain how the data is used with everything turned off. They really don’t care. I emailed the CeO office too and nothing. I wonder if telling the Martin Lewis team would be beneficial 

[HD1983]

Can't they put the amount into query? I'll be calling them over the next few days - and suggesting they provide specific evidence of use