Internet
On January 5, 2017, I entered into an agreement No. C91000343878 with Telstra for a telephone connection to tariff plan No. 3. I chose this service to call my son, who started school. Thus, our cooperation with Telstra continued perfectly until July 2016. Payments for the service were made in full and on time, and basically for a single fixed amount. Tariff plan No. 3 includes 5 free MB for the use of data transmission, if this amount is exceeded, then an additional amount of data (100 MB for 2. 99 AUD) is automatically connected to the number. 7/28/2016 checking the phone of a son who is 9 years old, I found that from 23. 07. 2016. Ten Telstra text messages have arrived that the use of the Internet with an increased tariff has started and the amount has already reached 89. 70 dollars consuming 2. 93 GB. Why didn't Telstra inform me when there was a sharp increase in the amount of consumption to my contact phone number in the contract? I would like to point out that only the first text message was sent on 23. 07. 2016, when the Internet has already been used in the amount of 56. 81 dollars. Why has there been no information that the internet limit has been used up and a higher rate may apply, or at least sooner, such as after spending the first 100 MB on the contact phone number specified in my contract? I believe that it is illegal to inform about the automatic connection of a premium rate Internet connection, as well as there are signs of illegality in the automatic Internet connection without my consent. I immediately contacted a customer service specialist and received a response to clarify the situation. I was later informed that the fact of Internet consumption has been confirmed and there is no basis for recalculation. I continued to contact Telstra electronically to explain the accident in terms of content rather than the form to which I received a formal response. When I sent a letter to the customer service specialist, I received a reply that text messages about the next amount of data are sent only after the end of the active data transfer session, and if a large amount of data was used during that time, the text message will indicate the amount already used. This type of text message has been sent since July 8. The first text message about the amount of additional data indicated that the fee was calculated in the amount of 2. 99 EUR, and in total there were 30. Text messages about the amount of additional data are sent only to the number from which the services are used. Checking my son's phone again, I repeatedly found that there have been 10 text messages starting from 23. 07. 2016, where the first text message indicates that the Internet has been consumed for 56. 81 dollars. About which I sent an e-mail to Telstra again. To which I received the answer: As we wrote to you before, the first text message about data consumption was sent on July 8. A total of 2 text messages were sent on July 8. The first indicated that 90% of the amount of internet included in the tariff plan had been spent. The second text message stated that a fee of AU$ 2. 99 had been calculated for the next data transfer step. In July, the tariff plan No. 3 was connected to the number 26007758, which includes 5 MB free of charge and every next 100 MB is connected for a fee of 2. 99 AUD. If 90% of the 5 MB included in the tariff plan has been used, we will send a text message to the number with this information. When 5 MB is completely used up, the next 100 MB is automatically connected for a fee of 2. 99 AUD. We also warn about this by text message. I repeat that there have been 10 text messages to the number 26007758 starting from 23. 07. 2016. on Internet consumption, where the first text message indicates that the Internet has already been consumed for 56. 81 dollars. The information at my disposal indicates that the information provided in Telstra's reply regarding informing from 08. 07. 2016. not true. When concluding the contract with Telstra, I indicated in the contract the contact phone number to which I am reachable, but unfortunately Telstra did not contact me on the indicated contact phone, except when I replied that there were no grounds for recalculation, despite the fact that the nine-year-old free wifi at 89. 70 dollars. I would like to add that we use the Internet with phones only via wifi, and it is not necessary to turn on mobile data on the phone. My family and I were unpleasantly surprised and shocked by Telstra's attitude when we called for help by calling the info phone, where we did not receive an appointment. A formal answer was given that the fact of using the Internet has been and everything. There is no dispute about that either. The controversy is that the child used the mobile data unknowingly. In addition, mobile data was turned on when free wi-fi was available. Receiving a printout from Telstra about the invoice analysis in July of this year, it was not confirmed that Telstra would have text messages from 08. 07. 2016. would have informed me that 90% of the amount of internet included in the tariff plan has been spent and that a fee of AU$ 2. 99 has been calculated for the next data transmission step. Also, Telstra did not confirm that from 08. 07. 2016. 30 alert messages were sent. I repeat that there have been 10 text messages to the number 26007758 starting from 23. 07. 2016. on Internet consumption, where the first text message indicates that the Internet has already been consumed for 56. 81 dollars. I therefore consider that my right to be properly informed about the automatic provision of the premium rate service has been infringed and that the internet bill should be canceled. Attached is an invoice analysis without an alert text message.
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