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? 

[cinone]

Hello, are you getting charged for roaming even if in Settings, Mobile Data is off?

[atommyk]

Difficult to tell. I certainly got charged when ‘roaming’ in mobile data options was off. I don’t think I ever ran the exact comparison with mobile data completely off, as my default position, if not on a go roam pass, would be to use an eSIM for which mobile data would be activated. 

// of note, ombudsman has accepted the complaint and started the case with the network. Let’s see what happens 

[revs]

Just had this same thing - Roaming is off, I have an eSIM for data.
0.0009MB for a couple days when I was away, and charged > £4 each day.

[HD1983]

As its affecting several people using different devices in different locations - it's clearly a Three Network issue. It needs to be sorted 

[revs]

They closed my case within a few hours and said nothing is wrong. Guess I have to waste everyone's time and open up a complaint.

They say 1KB of data was used. If roaming was on for even a moment, it would use way more than 1KB.

[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.