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Roaming charges whilst data roaming turned off
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on 09-12-2023 05:16 PM
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?
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2 weeks ago
Exactly the same problem whilst on holiday in Turkey last year. Checked my bill when I got back and saw tiny exchanges. Jumped through hoops of fire to complain but complaint was refused - it was an additional £20, so the battle wasn’t worth fighting.
I have a further afield and longer trip coming up so it could be much more expensive. I may just have to take the sim out of the phone.
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2 weeks ago
This isn't right. Is there a Three Customer Service Rep on here that can have a look at this and arrange a refund please? This is a known issue and any such highlighted case on her should be queried and credited?
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2 weeks ago
Hello there.
As this a customer forum, no one here can your account to see what's happening on there. The Support Team by phone or chat are who you would need to speak to in relation to any charges you have on your account.
If you'd like to register a complaint, you can also do that through the dedicated Complaint Page and the team can investigate for you.
Pete.
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
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a week ago
Hi Pete, I'm asking Three Customer Service to resolve this issue for the poster @Occupied_Vacuum above. I can see in the past, customers have been able to liaise with you or colleagues directly by private message to have the issue investigated further and resolved on a case by case basis. This is a known issue that Three has been unable or unwilling to resolve. Three has admitted the issue, but have not trained the majority of their staff on how to resolve this which is compounding the poor customer service. Can you or a colleague look into this - if the poster is able to share account details with you privately?
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on 10-03-2024 01:21 PM
Do contest the bill - of you push and push they will admit the fault and re-imbourse you. I have moved all my Three lines to Three Business - but use another network for my main line - to avoid issues like this int he future. I use the Three SIM purely for data in a handset or as a hotspot - and hopefully will have some other provisions for roaming. Let's see - i'm not looking forward to having to query the bill again the next time 🙂
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on 12-08-2024 04:21 PM
I am in the same position, roaming switched off, phone locked in a safe and I was in bed at the time they say the phone used data. I can't contest it until the bill is produced, which is ridiculous as they know there will be a charge. There is something fundamentally wrong here. Clearly a money making scam, or is it fraud.
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on 12-08-2024 07:28 PM
Just sent you a really long and detailed reply. Unfortunately the Three system crashed while uploading it - kind of like how their billing system struggles to cope with incorrect roaming charges 😞
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on 12-08-2024 07:31 PM
Really disappointed this is still happening though - it's fraud in the sense that Three know about the problem and are knowingly billing incorrectly. It's not fraud in the sense that they will refund you. problem is you have to train their staff on the issue each time as they don't which is what leads to the pain and suffering. But they are a freindly and polite bunch though 🙂
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on 12-08-2024 08:06 PM
Please write to BBC Watchdog as I know they are interested in hearing from people who have this problem and who have failed to get it resolved.
