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? 

[AndyB]

Just spent another long session with their customer service team. Now they admit my complaint is valid and have offered to refund the charge and even offered a very small compensation. I have told them I'm not interested in the money, that just resolves the symptom. I want to know what causes this to happen and their technical team should be able to provide an answer as it is not unique to me. I've forwarded my transcripts to the BBC. Thanks for the advice.

[SledgeHammer]

I’ve had the same thing and was told “if you use roaming these are the charges” just waiting for my bill to contest it.

[HD1983]

In addition to my previous reply - if you set your spend cap to 0 - this won't happen as far as I'm aware. you can increase it with immediate effect at any point.

[LL63]

I was told the cap does not apply to foreign telco charges as it is out of 3 UK domain. So in other words setting cap is useless. 

[HD1983]

So there's two types of Cap - a spend cap - and what you say is somewhat correct there. Then there is a credit limit cap - which actually - if set at 0 - wouldn't activate roaming or allow you to roam - kind of cutting it off at the neck and preventing it bleed. Apparently this works - but a very roundabout way of doing things!

[LL63]

It’s just stupid having two caps & if I’m not mistaken one you can do via the app & the other has to be done via contact centre. It’s almost like it’s deliberately set up to catch you out. 

[PeteG]

Hello.

It's not stupid, all networks offer multiple layers of protection against over spending. Each one has a purpose and provides options to account holders in what they want and don't want. 

Pete.

[Hunain1983]

Actually - It's silly full stop. Sorry. From a user experience point of view - it's not clear at all. Let's be clear - the spend you edit in your portal - on Three Online - isn't the same as setting your bill credit limit to 0. this isn't explained to customers. And if i have this wrong - it's another example of hos this just isn't clear. Also if other networks manage to run their roaming price plans - some far more complex, without having to rely on workarounds - and treating said workarounds as final solutions - then Three should be able to as well. The problem is, in most cases, they deny the issue outright. It's only when you push and push do they admit fault. That's dishonest at best, disorganised at worst. As a value network, Three is great. As a user experience network - there isn't a worse option. They need to level in the middle. They need to do better. They need to treat customers fairly. Having a confusing policy and workaround that most of their customers don't understand or even know about - isn't the right way forward. This isn't a new issue. It's been festering for a while. So if it's not stupid - it's certainly disappointing for one of the big players to still struggle with it.

[IBR17XVII]

No you're right but what is stupid is this issue still persists after a ridiculous amount of time & it appears like 3 don't care as they are making money off it.

[NadiaYan]

Hi all,

I was away in August and September, while I had used roaming in August and paid for it respectively, I intentionally switched off my roaming in September for a month since I knew I will not need it as I had Wi-Fi connection 24/7. Three have charged me roaming charges for this month as well. I was baffled as to why I was receiving messages saying that my daily charge is £1.67. I only turned my roaming on towards the very end of the month since I was travelling back and needed the data. I have been with Three for over 8 years and I get this unfair treatment. Three please start appreciating your customers a bit more and sort this issue once and for all. You cannot have a system reporting incorrect information. I will not leave this until there is a fair resolution to the problem. Thank you!