iPhone 5c data issue

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  • Updated 1 year ago
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Hello,

I added another phone to my account for my girlfriend last year. Ever since her phone was added to my Koodo account, random data charges of $5-10 would start appearing every few days, adding up to $55-$75 in a single billing period. Over the past six-months these data charges alone have been $370. Her phone is an iPhone 5C.

Considering the customer service from Koodo is pitiful and I have to write a forum post about this, I can only presume the first post will be about switching off data. She has 2GB of data per billing period and these charges appear on the first day of a new billing period. She thinks it could be Apple Music, however I cannot find any information regarding the service that says it charges per-use or to such an extreme.

So, my queries are as follows:

1) How do I get an itemized receipt for where these charges are from? The information in the monthly bill only gives me the date and amount

2) What apps or features could be causing this?

3) Who is responsible for my account being overcharged and how do I seek a refund for it?
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Alec Miske

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Posted 1 year ago

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Alec Miske

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To put it in perspective, on Feb. 22 2017 there were three separate charges of $5 to the account at 7am, 12pm, and 10pm. In total, the account paid $15 for 15mb of data used.

What was it being charged for?
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Ranjan, Official Rep

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Hey Alec - both of the lines on your account are on shock-free data plans, so notifications are sent once you hit 50, 90 and 100% of your monthly allotment. We also pause your data once you hit 100% and the only way to continue is buy purchasing a data add-on, or continue at the pay-per-use rate.

For the line ending in 35, I'm seeing that these notifications are being sent, and we're receiving opt-in confirmations to continue using data at the pay-per-use rate (this is done by replying 'Yes' to the SMS or through your self-serve account). So, the extra charges are for the additional data being used once you reach your monthly limit. To avoid these in the future, you can look to switch to a plan with more data, or ensure the user doesn't opt-in for more data once the limit is reached.
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Cindy Cooke

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So the person that I got the 2nd account for can opt to allow usage at additional charges?  I got a phone for my son and I have already seen a $5.00 data usage fee for him and I made sure I got the shock free plan.  I assumed that only I would be able to allow that otherwise what is the point.
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David, Mobile Master

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The expectation is that the user of the phone is responsible to choose additional data  or not. This has been discussed a number of times on this community, and at the moment Koodo has not implemented parental controls on their plans.  I'm not sure any carrier has done so yet.
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Goran, Mobile Master

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Koodo doesn't have much of a way to see what apps or services are using your data, outside of x data is being used, or if Koodo had services you could sign up for via billing. It would have a separate term for something being charged via mobile, such as some games letting you use your phone bill to pay for in game currency. So yeah, you are gonna have to see what it's for in page 3 of your bill. If it all says data, then you'll have to  look in her phone settings to see what is using how much data. If it says something else, can you tell us what it says?

As for what apps or features could be using data, well, all of it. One possibility, although I'm confused because you're saying she's been charged even on day one with 2GB of data included, is that wi-fi assist is turned on by default in ios9 onwards, and it will switch to cellular data if the phone determines that the network you are connected to is too weak. That's kind of absurd, and that kind of usage would add up well above and beyond the overage charges that you've been mentioning.

You'd have to send a private message to Koodo via Facebook Messenger or DM via Twitter to get a closer look at your bill and to inquire about refunds, but first, it would have to be determined what type of charges these are.

Is your girlfriend on a shock free data plan? Ora plan that's 2+ years old?
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Timo Tuokkola, Mobile Master

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Those actually sound more like premium messaging charges. If it doesn't show the details under your usage in self serve though, you may need to contact koodo via facebook to confirm this. If they are indeed premium messaging charges, koodo would be able to advise you how to unsubscribe from them, if necessary. They could also possibly issue a one time credit for the charges. They would only be able to do that once though.