Calls, SMS, data … Many travelers come back with an off-form that spoils the holidays. What we know less is that a legal ceiling prevents the bill from exploding endlessly.
A call passed without thinking towards France, a GPS used for a few minutes by car, a video watched in the train or photos sent to WhatsApp … It is often little enough to increase an out-of-trafting during a stay abroad. The problem is that we do not realize that at the same time, the bill soar. Even the most prudent travelers or the professionals on the go are trapped.
As a result, invoices at several hundred euros, sometimes even beyond the thousand for a few days of internet browsing or poorly controlled calls. A shock for subscribers, who nevertheless signed a package supposed to cover their uses. To avoid these abuses, European regulations have established safeguards. Article 15 of the Regulation (EU) No. 531/2012 specifically supervises the roaming costs and requires a maximum billing threshold. The objective is simple: to protect consumers from an endless off-form and prevent the bill from becoming uncontrollable.
Concretely, any operator must cut the billing of mobile data in roaming when the customer reaches 50 euros including tax per month of exceeding. Before getting there, he has the obligation to alert the subscriber as soon as 80 % of this ceiling is consumed. This mechanism applies in the European Union, but also in Iceland, Norway and Liechtenstein. Beyond this amount, mobile Internet access must be blocked automatically, unless the customer explicitly asked to continue. Except EU, the rule differs according to the country: operators must also apply a ceiling (often set at 60 euros), but can offer paid options or “pass” to continue use.
If despite this regulation, the invoice exceeds the legal ceiling, the subscriber may request a refund. The first step is to enter customer service in writing (preferably by registered mail with acknowledgment of receipt) by specifying the disputed amount and recalling European regulations. The operator is then responsible for proving that the user gave his agreement to continue beyond the threshold. In the event of refusal or lack of response, it is possible to enter the mediator of electronic communications, free of charge, then as a last resort to initiate an action before the judge of protection litigation. In the majority of cases, the simple recall of the article of law is enough to obtain the case.
