The Consumer Council has received about 2,300 complaints in the last 3 years in relation to price disputes of telecommunication services. The overall number seems to have declined in recent years, however, the number of complaints arising from overseas data roaming day plans, long-distance call pre-payment accounts and pre-paid SIM cards happens very often as leisure or business travel is very common. Consumers are cautioned to pay extra care when using data roaming and long-distance phone call services, checking their accounts regularly and maintaining particular vigilance over charges on those accounts.
Case one: Data roaming day plan automatically switched on
The complainant travelled to Macau for a few days, without purchasing mobile data roaming service in advance, certain that free Wi-Fi internet service would be provided at the hotel. The complainant checked the phone bill after returning to Hong Kong, and found she was billed for a 5-day data roaming charge, totalling $190. The complainant called Company A to clarify that she had not used the data roaming service, and argued that since she had used Wi-Fi service provided by the hotel for the duration of her stay, the charge on her account was ungrounded. Staff from Company A explained that once the subscriber used any mobile service while in Macau, a day pass of $38 would automatically be applied. The request for a refund was therefore rejected.
The complainant professed that the data roaming charge was not stipulated by her service contract and that she had received no notification during her trip about additional charges being levied. She complained to the Council and requested for a refund. After conciliation, Company A agreed to charge a 2-day pass fee of $76 in total, stating it would do so in good faith to maintain a good relationship with the client. The complainant accepted this arrangement.
Case two: Long-distance phone pre-payment disappeared
Three years ago, Company B's sales personnel persuaded the complainant to purchase pre-paid service on two consecutive occasions, during a long-distance call promotion. The total cost was $3,800, which the complainant considered reasonable, since the charges were based on usage. He made some calls prior to the Chinese New Year, leaving $3,600 in his account. Soon afterwards, Company B's representative notified him that the remaining balance on his account was only $300 and suggested it was time to top-up. The complainant was baffled as he considered how his occasional phone calls to the mainland could possibly have consumed $3,300 over a short period of time. The complainant thus requested a check of his call records, to allow him to gauge the reasons why the money in his account had suddenly vanished. A staff told him that he would be required to pay $50 to have his call records checked. The complainant found the charge unreasonable. Later he learned that Company B had surreptitiously cancelled a voice message notifying him of the remaining amount after he had used the service. The complainant then contacted the Council to request clarification of usage and a refund.
Company B replied to the Council stating that the complainant's account had a balance of $3,566 and claimed that any client could call to check the remaining balance on their account each time they used the service. The complainant was dissatisfied with Company B's confusing billing charges and strongly requested to have all the remaining money back. After many rounds of conciliation by the Council, Company B agreed to a full refund in the end.
Case three: Monthly fee deducted from 1-Card-2-Number on pre-paid SIM card
The complainant purchased Company C's 1-Card-2-Number pre-paid SIM card at a retail price of $138. The purchase included $80 of pre-paid value. To the complainant's dismay, the amount was insufficient to enable him to purchase a $68, 500MB data plan.
The complainant was told by the staff, after he called Company C, that a monthly fee of $18 would be deducted as soon as he started using the card. The complainant used the card on the 16th of the month, and was charged a half month's fee of $9, coupled with fees on a few phone calls and data usage, only $67.4 remained on the balance. The complainant contacted the Council alleging Company C was misleading its customers about the charges.
Company C responded to the Council indicating that the terms specifying an $18 monthly fee were set out clearly on the packaging of the value-added card, and customers should ensure the account had a sufficient amount or choose a lower-priced service.
There are many kinds of data roaming and long-distance phone call services available in the market. Consumers may consider different factors, including different locations, duration of trips and anticipated usage before they purchase these services. Consumers are also reminded to pay attention to the following tips when purchasing or using any of these services:
Data roaming day pass (charge by day, consumers can use pre-set data usage without having being charged by usage):
- Some telecommunication operators may start service immediately after notifying users by SMS;
- Before the trip, understand the charges and plans for overseas mobile data service applied by respective telecommunication operators; if any such service is unnecessary, turn off the data roaming mode or suspend the roaming service temporarily.
Pre-paid long-distance phone call account (consumers must pre-pay in the account and charges are based on call duration):
- Users should avoid pre-paying a large sum at one time, and keep a record of call details like duration and how many times; check the remaining balance regularly; and in the event of any mismatch between the account and your own record, contact the operator immediately.
1-Card-2-Number pre-paid SIM card (Hong Kong and China numbers with one SIM-card, charges deducted from the pre-paid amount):
- There are many types of value-added cards in the market with different values and terms and conditions, consumers should read the terms and conditions carefully to ensure charge details and period of validity suit their personal needs.
The Council advises telecommunication operators concerning the following issues:
- Telecommunication operators should give consumers the right to choose whether to use a certain service, before switching on the service, consumers should be well informed about the terms, charges and related details before making a decision;
- Consumers should be given the right to check records of charges, it is unreasonable to place an additional charge for checking; maintain transparency of charge records helps reduce disputes, and presents good corporate responsibility.
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