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A large charge for using more data

The complaint
An Liu* received a bill with $3,200 in excess data charges.
The duration
10 days
The outcome
Conciliation - the customer and provider agreed on a solution.

The issue

An Liu* runs a construction business in Adelaide which has mobile services with Pink Telco. Vitae autem degendae ratio maxime quidem illis placuit quieta. Verba tu fingas et ea dicas, quae non sentias? At ille non pertimuit saneque fidenter: Istis quidem ipsis verbis, inquit; Aliud igitur esse censet gaudere, aliud non dolere. Quorum sine causa fieri nihil putandum est. Nam et a te perfici istam disputationem volo, nec tua mihi oratio longa videri potest. Unum est sine dolore esse, alterum cum voluptate.
 

The investigation

An spoke to Telecommunication Industry Ombudsman Enquiry Officer, Alex*, about her complaint. Vitae autem degendae ratio maxime quidem illis placuit quieta. Verba tu fingas et ea dicas, quae non sentias? At ille non pertimuit saneque fidenter: Istis quidem ipsis verbis, inquit; Aliud igitur esse censet gaudere, aliud non dolere. Quorum sine causa fieri nihil putandum est. Nam et a te perfici istam disputationem volo, nec tua mihi oratio longa videri potest. Unum est sine dolore esse, alterum cum voluptate.
 

The outcome

Alex summarised An's interactions with Pink Telco and sent a written record of An's complaint to Pink Telco's. Vitae autem degendae ratio maxime quidem illis placuit quieta. Verba tu fingas et ea dicas, quae non sentias? At ille non pertimuit saneque fidenter: Istis quidem ipsis verbis, inquit; Aliud igitur esse censet gaudere, aliud non dolere. Quorum sine causa fieri nihil putandum est. Nam et a te perfici istam disputationem volo, nec tua mihi oratio longa videri potest. Unum est sine dolore esse, alterum cum voluptate.

*names have been changed to protect privacy.

Here's how other cases were managed

Complaint
Payment details were accidently deleted from the customers account.
Outcome
Details were restored and a discount applied to the account.
Complaint
Mobile coverage upgrades promised were not being delivered.
Outcome
Early termination fees for affected customers were waived.