Overages vs Wireless Code

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  • Updated 1 year ago
How can an MTS customer be billed $800 for extra data when the wireless code says overages are limited to $50 per month
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Melissa

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Posted 2 years ago

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Gillian, Official Rep

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Hey Melissa,

When using data in Canada, you will be charged at the rate specified in your wireless data rate plan. You will be notified via text message when approaching $50 of wireless data overages. Once you hit this allotment we will cap your usage for data. After that, consent to exceed $50 of wireless data will be required if you wish to continue using data above and beyond what's included in your plan, or in Canada, in which case you are expressly and knowingly consenting to pay the additional charges (taxes extra) associated with continued data use at overage rates defined in your rate plan.

I'm happy to take a look into your particular situation if you'd like. Please shoot community@mts.ca an email with the details of your account and I can provide more information based on your account.

Thanks,
Gillian
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Melissa

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Not my situation personally, a couple I know claims that an overage occurred because the internet connection hardware (stick and hub) was allegedly compromised by a third party. The password was never provided to anyone.The household has two occupants well above retirement age. There are other residences located in range. If a third party gained access and illegally or perhaps unknowingly accepted the overage notification would that then mean the account holder has been victim of fraud and is not liable for the charges? The account holder received no notification other than the bill. The account holder informed me that they were told it would be cheaper to pay the bill then to fight it so they did.This incident stresses the importance of consumer awareness for device security and perhaps like many credit card company policies, a phone call should be extended when a customers' home wireless data suddenly jumps by 400%.
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Nathan

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This just happened to my parents. they received a bill for almost $500 in extra charges and have one of the stick and hub devices as well. As soon as they saw the bill the went and cancelled the thing because they didnt trust it anymore. I agree with you Melissa that MTS should be contacting their customers if they see something weird like a crazy increase in data usage. It is different, but credit card companies have types of fail safes in place to protect their customers. Would be nice if other companies would do something similar. My parents dont text, so a phone call would be the best option. Even an automated response would work. That way customers know something if not right and can call MTS back to see what is going on.
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Clifford Lewis, Champion

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Gillian posted the same thing I did at the same time so I'll remove mine.

CBC Market Place did a report on billing issues like this happening in March 2018.
http://www.cbc.ca/news/business/marketplace-data-charges-minors-1.3495865
(Edited)
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CoryB, Champion

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The Marketplace story is excellent at covering this topic. It specifically looked at multiple wireless phones sharing an account. One of those phones often ends up with a teenager who cannot legally consent to overage charges. That said, the overage notification went to their wireless line, they accepted and the wireless provider used that consent to then bill overages.

If you question if a teenager is able to legally consent to overage charges I would refer you back to the wireless providers themselves. Try to get them to issue you are wireless contract to a teenager under the age of 18. They will tell you it is not possible.

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Gillian, Official Rep

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Hey Melissa,

Thanks for the further information! We are sorry to hear about what's happened with this person's account - but it's always worth reaching out to us to discuss the situation. We're always happy to educate and help out on charges when possible. 

Wireless sticks really aren't meant for being put in Wireless Routers; they are meant for individual laptops or computer for use for one device at a time. When put in a router it goes through a ton of usage in a really short time especially if multiple devices are connecting. 

Could the account holder's please shoot us an email to my attention at community@mts.ca - we'd really love to help make this right if we're able.

Thanks, 
Gillian