Excess usage charges
Laura contacted her provider because her mobile phone stopped working. The provider told her the service was suspended because of an outstanding debt of $500 in excess usage.
Laura said she did not have a history of exceeding her usage and that she had not received any notification of having gone over her limit. She asked for her account to be credited or to be released from the contract with no exit fees. Her provider said it had sent her usage notifications and it refused to remove the charges or allow her to cancel the contract with no fees.
When we looked into Laura’s complaint, the provider showed us that it had sent her usage alerts as required under the Telecommunications Consumer Protections Code. As a gesture of goodwill, her provider offered to credit half of the excess data charges. Laura accepted this resolution and we closed the case.