Vraag: Hotspot buitenland ripoff!

  • Neil Roberts

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    6 Reacties
    Auteur

    28 december 2011, 11:00

    - Topic starter
    At the end of October to the beginning of November I had to go to Munich for a week for an event I was working on. I paid T-mobile 15 euros for "Travel and surf" unlimited data in Europe so that I could check email on my iPhone.The Hotel I was staying in had a T-Mobile Germany hotspot, so when I used my phone it asked me if I wanted to connect. I checked the login page to see if there was an agreement with T-mobile Netherlands and sure enough under "roaming partners" there was an option to login in with my Netherlands account. There was no warning that this would cost anything.
    I received no texts or emails from T-mobile informing me of any charges to my account, but obviously their system knew I was connected.If I had known that there would be charges I would never have connected to the Hotspot as I had already paid for connection via the data network.
    I would typically arrive back at the Hotel in the evening, my phone would automatically connect to the Hotspot, I would check my mail for maybe ten minutes, then maybe go for dinner and later put my phone on charge and go to bed.
    At the end of November I received my bill from T-mobile, including charges for connecting to the Hotspot in Germany. But not charged by use of data but by time connected. They want to charge me for 7872 minutes at 25 cents per minute!!!!
    November invoice:Internet in het buitenland
    26.10.11 15:24 DATA Internet Hotspot 507:00 min. 106,51
    27.10.11 00:00 DATA Internet Hotspot 854:00 min. 179,41
    28.10.11 01:20 DATA Internet Hotspot 1018:00 min. 213,86
    29.10.11 00:13 DATA Internet Hotspot 976:00 min. 205,04
    29.10.11 20:49 DATA Internet Hotspot 158:00 min. 33,19
    30.10.11 02:30 DATA Internet Hotspot 654:00 min. 137,39
    02.11.11 22:40 DATA Internet Hotspot 433:00 min. 90,96
    03.11.11 06:59 DATA Internet Hotspot 936:00 min. 196,63
    04.11.11 00:00 DATA Internet Hotspot 1219:00 min. 256,09
    05.11.11 00:00 DATA Internet Hotspot 1117:00 min. 234,66
    Totaal Internet in het buitenland 7872:00 min. 1653,74
    If you look at the time they're charging for it doesn't make sense. 1219 minutes is over 20 hours! I didn't stay in the hotel all day, I was working at an event 5 kilometres away!
    I rang T-mobile customer services to ask what was going on. They told me I had to go to a T-Mobile store to make a complaint so I went to the T-Mobile store in Amstelveen and spoke to the manager. He told me this kind of thing happens all the time and they would probably cancel the bill. He said it would take 4 or 5 days and then someone would contact me.
    I heard nothing until mid December when I received another bill, with another 2234 minutes of connection time. So now I am being charged for 10,106 minutes at 25 cents per minute.
    That's 2,526.50 euro plus 19% tax!!!December invoice:
    Internet in het buitenland
    06.11.11 00:13 DATA Internet Hotspot 1241:00 min. 260,71
    07.11.11 00:00 DATA Internet Hotspot 993:00 min. 208,61
    Totaal Internet in het buitenland 2234:00 min. 469,32
    I tried to speak to T-Mobile customer support but if they don't want to deal with your case they just hang up on you. Eventually I spoke to a Joyce Lan in their billing department and she told me that the case had been decided and I had to pay.I pointed out that I had paid for unlimited internet access but she said "Oh that's different"
    I pointed out that I was not informed that connecting to the Hotspot was billable and she said "Oh we don't have to tell you"
    I pointed out that the European commission had set a 50 euro cap for data roaming in Europe and she said "Oh that doesn't apply here"
    I suggested that what they were doing was akin to stealing and she said "Oh we cant be doing anything illegal or we wouldn't be allowed to do it"
    There was no negotiation, no apology and no option to speak to anyone else.
    I am refusing to pay the bills until I have made my case with the Ombudsman and if necessary with the European Commission.

    I have also posted this on my blog: nrsotw.blogspot.com
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  • CindyS

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    T-Goeroe
    4917 Reacties

    29 december 2011, 17:03

    @Neil Roberts
    I'm sorry to hear you assumed using a T-Mobile Hotspot outside The Netherlands was for free. On our website you can find information about using Hotspots: http://www.t-mobile.nl/mobiel-internet/hotspots. There you can read that using a Hotspotconnection abroad costs €0,25 per minute.

    The €59,95 cap for data roaming only applies to using mobile internet on a mobile network, not a Wi-fi spot where a login is required.
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  • Neil Roberts

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    Auteur

    29 december 2011, 17:56

    How convenient. It would have been nice to be TOLD that the hotspot was not free. Your system knew I was connected but there was no text or other message to warn me of the charges.

    How do you explain the connection being on for over 1200 minutes in a day?
    Also, why do you charge by the minute rather than for data used?
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  • CindyS

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    T-Goeroe
    4917 Reacties

    2 januari 2012, 15:12

    @Neil Roberts
    The connection time is registered with your simcard.

    In what way T-Mobile charges the usage of a certain service is a policy decision.
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  • Neil Roberts

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    6 Reacties
    Auteur

    2 januari 2012, 20:15

    So you have no answer as to why I was not informed of the charges?

    You think it makes sense that I am being charged for connecting to the Hotspot for 20 hours in a day when I wasn't even in the Hotel that long?
    And the way you charge usage is "ä policy decision" , in other words, you can charge whatever you like?
    Do you think it is fair and justified that I should be charged 3000 euros to check my email?
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  • Neil Roberts

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    6 Reacties
    Auteur

    5 januari 2012, 11:23

    Nothing to say?

    No corporate answer as to why I was not told about the charges?

    You think 25 cents per minute for 10,000 minutes is perfectly reasonable?

    Come on CindyS, make me smile :-)
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  • CindyS

    Je ziet hier hoeveel reputatiepunten CindyS heeft ontvangen van andere leden.

    T-Goeroe
    4917 Reacties

    6 januari 2012, 15:52

    @Neil Roberts
    T-Mobile in all fairness expects travelers are aware that the costs of the services they use abroad are higher than in The Netherlands. This information is avalaible on our website.

    It's the responsibility of the traveler to keep control of the duration of use and therefore also the costs. Though I really regret that this was not the case for you, it's T-Mobile's position that you are finally responsible for start and termination of a dataconnection.

    I agree you are confronted with an extreme situation. Therefor I have brought up your case within our organisation, although I can not guarantee this will result in a different outcome. As soon as I receive an answer you will be informed.

    At the moment there's a very high demand for our services and that is why you had to wait a while for a reply from a moderator.
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  • Neil Roberts

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    6 Reacties
    Auteur

    6 januari 2012, 16:01

    Thank You CindyS,

    It's nice to get a more human response :-)

    I look forward to the answer and I hope this can be settled amicably,

    Best regards

    Neil Roberts
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  • Ries

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    T-Goeroe
    6265 Reacties

    11 januari 2012, 18:52

    @Neil Roberts
    We have received your complaint letter and it is being handled by a Postpaid Specialist. I've been informed you will receive a written reply shortly
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  • Neil Roberts

    Je ziet hier hoeveel reputatiepunten Neil Roberts heeft ontvangen van andere leden.

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    6 Reacties
    Auteur

    12 januari 2012, 19:44

    I received the letter from T-mobile

    They offer to let me pay in installments!
    Unbelievable!
    http://nrsotw.blogspot.com/2011/12/t-mobile-netherlands-are-bunch-of.html
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  • Neil Roberts

    Je ziet hier hoeveel reputatiepunten Neil Roberts heeft ontvangen van andere leden.

    Doet lekker mee
    6 Reacties
    Auteur

    19 januari 2012, 14:34

    I have been called personally by T-mobile customer services and they have agreed to drop the charges for the Hotspot :-)

    More here:

    http://nrsotw.blogspot.com/

    If you have a complaint, don't give up.
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