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? 

[nat_de]

Same issue here. I travel a lot and I’ve only just found the time to go back to months of billing where I’ve been charged yet my data roaming is always turned off. Seems goi g to customer services is pointless and will be raising a formal complaint 

[atommyk]

On the back of all of this, I have submitted yet another complaint to Three online. I’m waiting to hear but have requested early termination of my contract without early termination fees. I’ll let you know how I get on. Have already bookmarked the Ombudsman to escalate. Sadly Three has gone from being a cost effective network to one that’s just littered with technical issues that waste hours of customers’ time. 

[markieboy7]

I think I posted my story a week ago when got charged £7.24 for roaming in South Korea even though sim removed and phone off when we arrived, then put in Korean SIM for 2 weeks. they refunded me but still said I had used data ? today wife bill shows £26.88 roaming the day we arrived. Two grown up kids with us but not billed yet so that should be interesting. all our phones had sims removed and off. Cant actually speak to someone in the UK to make sense of this just get someone in an Indian call centre that has no idea what to say. Even more confusing is why my roaming supposedly cut off at £7.24 but my wife went on until £26.88 ? if we had our three sims in and roaming on this would have continued until it reached our limit? cant believe the number of similar issues on here and the fact this is still happening.

[apadley1337]

This is a very different issue. Most of the posters here are saying they had their SIM in their phone but the settings were such that roaming was turned off; so it's physically possible for there to be a bug in the iPhone software that overwrites this and/or is sending messages some other way.

In your case, there is no physical SIM in your phone so 1) How does 3 know you are in South Korea 2) How is it physically possible to send a message from your phone with no SIM in it.

I think your issue is very different to the other posters.

[markieboy7]

exactly right, how does three know im in South Korea when the sim is removed. do you mean three send me a message? we used a Korean SIM for 2 weeks data only for navigation and what app to keep in touch with each other when we were separated. three can see there was zero use of our sims for those entire 2 weeks. no idea why the strange and different amounts for roaming but more importantly how on earth can they charge anything with no sim installed and phone off.

[IBR17XVII]

Surely that's got to be absolutely impossible?!?!?!

[LL63]

So sick of this issue. Landed in Spain 17/4 with roaming off (have screenshot). Did not use until following morning. Happy to pay for it when I use it but not when I don’t. Has happened on other occasions & raise the issue via webchat charge is refunded. Not this time. Received v curt msg from them this morning saying they’d looked into it & there was no issue & case closed. No opportunity to respond. 
Seriously thinking about leaving 3 as don’t have hours to sort out issues that shouldn’t be happening in the first place. 

[atommyk]

Clearly we all need to take some time and write 1) formal complaints and at the same time 2) to the ombudsman complaining about these business practices. 

[portobello]

That's what they do, send you a message saying they are looking into it and then maybe one minute later send another saying there are no issues, They know there are big issues but they don't care. Go through the Ombudsman, They soon change their minds when they are involved.

[MZone]

Try sending them a Tweet. Find you get a better response from the social media team 😉