Bill Shock

By Lyse Comins

SA consumers are still paying a high price for mobile data and bill shock is exacerbating the problem to the extent that in some cases consumers are being handed over to debt collectors for accounts of thousands of rands they had no intention of ringing up.

As a consumer columnist for national media houses I receive regular complaints from consumers about bill shock and presently have cases on my desk ranging from surprise bills for cellphone and mobile data contracts ranging from R2000 to R20 000 and even as high as R80 000, granted, the latter is for three different phones for the same customer.

Often, the data has been used on tablets and in at least one case, a consumer did not even have the device, which was sold to him via telesales direct marketing but immediately returned for a refund because it was too bulky. To his surprise, four months later, he suddenly received a bill for data used on the device, which he claimed had not so much as opened before returning it for the refund.

Usually, bill shock complaints follow one of two story lines -either consumers claims that they asked for their cellphone account to be capped at a certain level, for example one or two gigabytes, so that by agreement their internet access should be cut when the limit is reached. But then they receive a huge bill, often running into thousands of rands, and they have to prove to the service provider that they requested the cap. What has happened is that huge out of bundle data rates of anything up to a whopping R2 per megabyte have kicked in resulting in the astronomical bill. This works out to a rate of R2000 per gigabyte.

The second storyline is when there may or may not be a cap and a consumer claims to have no knowledge of excessive data consumption on the account that when investigated can be traced to data content services.

Wireless Application Service Providers (Wasps) offer consumers these data content services, ranging from daily messages and photographs, including adult content, to ringtone downloads.

Consumers claim that they have no knowledge of ever signing up for theses services online but in some cases the Wasps have produced evidence showing that consumers requested the service.

My guess, because this has almost happened to me before and I panicked, is that when surfing the internet adverts popped up offering the service, and in their rush to close the annoying window they may have accidentally clicked “subscribe”. These services charge daily rates of anything upwards from R5 a day and they can quickly add up, especially when a device is signed up for several services.

Wasps say they have now resolved this problem by requiring consumers to go through a “double opt-in” process to ensure they have twice agreed to the service and its terms and conditions. But some consumers have still denied signing up for the services.

The big questions is: how can consumers protect themselves from the pitfalls of bill shock while our data rates remain sky high?

Consider switching to prepaid and buy data bundles, which are usually sold much cheaper than out-of- bundle rates but these may not always favourably match data prices offered on contract.

But if you can’t bear the thought of switching to prepaid make sure you have asked your service provider to “cap” your account and place a limit on your line. If you do this telephonically be sure to record the date and time of the call, get the name of the consultant and ask for a reference number. File this information away in a safe place – not too safe that you forget where it is though. By doing so you are covering your back and should help to prevent bill shock. If you do suddenly receive a high account for some unknown reason you will have proof that you requested a ceiling to be placed on your data use.

When you upgrade your contract be sure to request the cap in writing, making a note on the contract documents if there is no official space on the form to request a cap. I have seen this simple action save at least one consumer thousands of rands in a dispute over data charges and without it she may have battled to limit her liability. Read contracts and amend clauses – remember to initial for the change and ask the consultant to do the same -that attempt to make you responsible for data charges beyond the limit specified.

Some service providers also have Mobile Apps that can be downloaded onto the device to track data usage but be warned that consumers have also complained that they have missed these notifications because the SMS is sent, for example, not to their primary cellphone number but to the SIM inside a tablet and it goes unread. Make sure you request the notification to go to your primary mobile phone number.

Space and time limits me from elaborating here on the trials and triumphs of consumers who have fought the bill shock war with service providers. But hopefully I’ve given you just enough insight on the problem to help you to avoid the pitfalls and financial pain of the high costs of unexpected mobile data charges. Share your consumer trials and triumphs with me on consumer@3i.co.za

Posted in Articles.

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  203. Hello there! Quick question that’s totally off topic. Do you know how to make your site mobile friendly? My website looks weird when browsing from my iphone4. I’m trying to find a template or plugin that might be able to correct this issue. If you have any recommendations, please share. Appreciate it!

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  205. Hmm it appears like your website ate my first comment (it was extremely long) so I guess I’ll just sum it up what I had written and say, I’m thoroughly enjoying your blog. I as well am an aspiring blog writer but I’m still new to the whole thing. Do you have any recommendations for beginner blog writers? I’d certainly appreciate it.

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  210. Howdy! I know this is sort of off-topic but I needed to ask. Does running a well-established blog such as yours take a lot of work? I am completely new to operating a blog but I do write in my diary daily. I’d like to start a blog so I can easily share my personal experience and thoughts online. Please let me know if you have any kind of ideas or tips for new aspiring blog owners. Thankyou!

  211. Hey would you mind sharing which blog platform you’re working with? I’m looking to start my own blog soon but I’m having a difficult time choosing between BlogEngine/Wordpress/B2evolution and Drupal. The reason I ask is because your design seems different then most blogs and I’m looking for something unique. P.S Apologies for being off-topic but I had to ask!

  212. Hello there! This is kind of off topic but I need some guidance from an established blog. Is it very hard to set up your own blog? I’m not very techincal but I can figure things out pretty quick. I’m thinking about creating my own but I’m not sure where to begin. Do you have any tips or suggestions? Appreciate it

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  216. Howdy! Do you know if they make any plugins to help with SEO? I’m trying to get my blog to rank for some targeted keywords but I’m not seeing very good results. If you know of any please share. Many thanks!

  217. The other day, while I was at work, my sister stole my iPad and tested to see if it can survive a forty foot drop, just so she can be a youtube sensation. My iPad is now broken and she has 83 views. I know this is completely off topic but I had to share it with someone!

  218. Hiya! Quick question that’s entirely off topic. Do you know how to make your site mobile friendly? My weblog looks weird when browsing from my iphone4. I’m trying to find a theme or plugin that might be able to correct this problem. If you have any suggestions, please share. Thank you!

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  221. Howdy just wanted to give you a brief heads up and let you know a few of the images aren’t loading properly. I’m not sure why but I think its a linking issue. I’ve tried it in two different internet browsers and both show the same outcome.

  222. Write more, thats all I have to say. Literally, it seems as though you relied on the video to make your point. You clearly know what youre talking about, why waste your intelligence on just posting videos to your weblog when you could be giving us something informative to read?

  223. Howdy! I know this is kinda off topic but I was wondering if you knew where I could get a captcha plugin for my comment form? I’m using the same blog platform as yours and I’m having trouble finding one? Thanks a lot!

  224. Hey just wanted to give you a quick heads up. The words in your post seem to be running off the screen in Opera. I’m not sure if this is a formatting issue or something to do with internet browser compatibility but I thought I’d post to let you know. The layout look great though! Hope you get the problem fixed soon. Many thanks

  225. We absolutely love your blog and find most of your post’s to be exactly what I’m looking for. Would you offer guest writers to write content to suit your needs? I wouldn’t mind composing a post or elaborating on many of the subjects you write about here. Again, awesome site!

  226. Hey I know this is off topic but I was wondering if you knew of any widgets I could add to my blog that automatically tweet my newest twitter updates. I’ve been looking for a plug-in like this for quite some time and was hoping maybe you would have some experience with something like this. Please let me know if you run into anything. I truly enjoy reading your blog and I look forward to your new updates.

  227. Awesome blog! Is your theme custom made or did you download it from somewhere? A design like yours with a few simple tweeks would really make my blog jump out. Please let me know where you got your design. With thanks

  228. This design is incredible! You definitely know how to keep a reader entertained. Between your wit and your videos, I was almost moved to start my own blog (well, almost…HaHa!) Excellent job. I really loved what you had to say, and more than that, how you presented it. Too cool!

  229. Hmm is anyone else encountering problems with the pictures on this blog loading? I’m trying to figure out if its a problem on my end or if it’s the blog. Any feed-back would be greatly appreciated.

  230. Hey I know this is off topic but I was wondering if you knew of any widgets I could add to my blog that automatically tweet my newest twitter updates. I’ve been looking for a plug-in like this for quite some time and was hoping maybe you would have some experience with something like this. Please let me know if you run into anything. I truly enjoy reading your blog and I look forward to your new updates.

  231. Do you have a spam issue on this website; I also am a blogger, and I was curious about your situation; we have developed some nice practices and we are looking to swap techniques with others, be sure to shoot me an e-mail if interested.

  232. I don’t know whether it’s just me or if everybody else experiencing problems with your blog. It appears like some of the written text within your posts are running off the screen. Can someone else please provide feedback and let me know if this is happening to them too? This might be a issue with my internet browser because I’ve had this happen before. Cheers

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  239. Have you ever considered creating an ebook or guest authoring on other sites? I have a blog centered on the same information you discuss and would love to have you share some stories/information. I know my subscribers would appreciate your work. If you’re even remotely interested, feel free to send me an e mail.

  240. This design is spectacular! You certainly know how to keep a reader entertained. Between your wit and your videos, I was almost moved to start my own blog (well, almost…HaHa!) Fantastic job. I really loved what you had to say, and more than that, how you presented it. Too cool!

  241. Hey! I know this is somewhat off topic but I was wondering which blog platform are you using for this website? I’m getting fed up of WordPress because I’ve had problems with hackers and I’m looking at alternatives for another platform. I would be fantastic if you could point me in the direction of a good platform.

  242. Amazing! This blog looks exactly like my old one! It’s on a entirely different topic but it has pretty much the same page layout and design. Superb choice of colors!