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我写给TIO的信
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Dear Sir/Madam
My name is Jerry, and I am writing on behalf of my wife to lodge a formal complaint letter against Three Mobil.
My Wife signed up an iphone with 3 on $49 cap in February.
15th of February - During her recent holiday in China, in order for her to use her iphone she called 3 / Customer Care and asked them to unlock her phone.
16th of February - she followed the instructions given by 3 and that is to download itune on her computer and synchronized her phone though the computer.
2nd of March, she receives a 3 Invoice saying she is owing $5958.34 !!!
Three has charged more than $20/MB for data roaming??
The bill states she has used 288.16MB of data from 5:00pm to 8:30pm on 16th February. We confirm that during this period she was unlocking her iphone.
1. The data roaming function on her iphone was turned off, how are we able to download so much data?
2. During that period, her phone was synchronizing with itune from her computer; the phone is out of her control, again, how can we use any data?
3. I checked her phone when she came back on 7th of March, the iphone is clean, there is no browsing history or downloaded applications.
She is new to smart phone, she doesn’t even know how to access internet through her iphone.
4. I am an iphone user too and I am a heavy internet user. Even though, I only used 60MB per month. What applications could use up to 288MB in three and half hours?
Three has deactivated her phone without any notice.
I called Three Customer Care, and they are reluctant to solve this issue.
No explanation of the 288MB data was given or for what it was actually used for.
This is totally unacceptable behavior from a service provider.
I myself have two contracts with 3 and have been a loyal customer for more than 8 years.
M一wife for more than 5 years.
I need 3 to assist to clarify this matter immediately.
Simply, I request that Three waive all the data roaming charges and I am happy to continue to be your customer.
Just for your information, I have researched situations like mine via the internet and found that I am not alone.
**********
Here is what I found:
WOW after being in Japan 1 whole day, I just received an urgent SMS (probably paying for it too) from 3 Australia telling me international roaming has been suspended on my iphone after I incurred $743 worth of charges!
Problem is I have not used the handset for anything other than carrying it in my pocket for emergency purposes and making 2 calls at the airport to hotel/lodge to confirm some details...probably about 5 min talk time or less.
HOORAY SUCCESS AT LAST!!!!
After being provided with varied info from 3 via email, ie. $743 of data, then $570.81 now $708, I had to get it sorted out asap.
round 1#
I called 3 and got the usual Indian call centre shenanigans. they refused to give me details of where/when the data was accrued, or even a total of how much was actually used only to tell me to reconnect the phone i would have to pay $700 immediately even though the bill is not due until 16 Feb. then after a call to the high unbilled team and subsequent run around again, i was transferred back to customer care and told they would good will me $70 credit off the total. but i would still have to pay now.
round 2 # TIO - ombudsman guy was great, gave me some info to go back to 3 with...ie - they cannot demand payment before due date to reconnect a service that is not even billed yet. That a phone which can access data without being asked is not very helpful to customers and they have received numerous complaints about this with iphone biggest culprit. gave me number for dedicated 3 customer relations (ombudsman reference numbers)
round 3 # 3 customer relations O.R - 10am - office unattended
round 4 # 3 normal customer care Mumbai...no O.R office they know of
round 5 # 1030am 3 C.R O.R - Australian lady answers...give her calm detailed explanation of events. She agrees iphone is bad for this problem. Within 2 minutes credits my account for full amount being asked for and reconnects the phone 1 hour later. All I have to do now is pay this months plan plus the 4 international calls I made while in Japan.
************
I feel that there is something illegal going on here and 3 is trying to take advantage of my wife.
I suggest this matter not be taken lightly and resolved within a timely manner.
Your urgent attention and reply would be appreciated. |
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楼主:jerrymelb
发表于 2010-3-11 09:42
发表于 2010-3-11 10:33
