Iphone Billing Problem

[redsox44]

Wife purchased a Iphone 4S from True durning February 2012. Along with that purchase she bought a 799 Baht data plan. No problems with the phone and or the 3G service. Her problem is more complex. First and second monthly payments went smoothly but has been downhill ever since. For some reason True decided to charge an additional 1577.33 Baht on her April bill, no reason explaining what the charge was for. Repeated queries as to why such a charge was made has gone on deaf ears from True. Recently she contacted True's main office and was told, "go to any True facility, present all bills, a copy of her Thai I D, and monthly payments made and her account would be corrected". She went to a True facility on Rama III with all documentation requested and explained her problem. True's responce? "You wouldn't happen to have True HQ's fax number so we can forward this information"! What the Hell? Since that encounter and others at the True store where she made the purchase True has decided to cut her 3G service numerious times.

Bottom line is she is still attempting to get anyone from True to explain the 1577.33 April charge. Actually had one True facility try to say the charge was due to a roaming fee for our Ipad, a device we don't own. Anyone got any ideas? U listening True?

[lomatopo]

Can you share any detail?

Was this part of the promotion which offered a discount on the iPhone? There were a lot of promotions which required pre-payment of monthly plans, and others which offered discounted plans.

Did True acknowledge receipt of the first two month's payment?

Did the line item for 1,577.33 have any description?

Do you know which plan your wife subscribed to? You mention a 799 data plan, but does that cover calls, texts, MMses etc? There is a 799 iPhone plan which has bundled data, voice, texts, but you do have to pay for any overages.

I would go to a larger True Service point, and request the assistance of a manager. They can print out all sorts of details re: the account, which should allow you to figure out what might be going on.

My best guess is that you are going over your allotments on voice, SMS and the 1,577.33 is the total overage to date. Or maybe True just made some mistakes with the account?

It would help if you could provide as much detail re: the original purchase and subsequent contract.

If the 799 data plan is truly just a data plan then the 1,577,33 would be the charges for all other services: voice calls, SMSes, etc.

Edited August 27, 2012 by lomatopo

[Rome]

I advise you three alternatives:

1. Check your own April statement online at http://iservice.truecorp.co.th/home/home_index#

Then you should know what costed you more.

2. If first alternative is not clear or does not work, post your problem on their facebook at http://www.facebook.com/TrueMove3G

They should come sort out your problem within no time.

3. If two alternatives above do not work, make a visit to their headoffice at address below with all documents

;

http://enterprise.truemove.com/en/contact/address.aspx

They should be able to sort out your problem.

Good luck.

[redsox44]

Can you share any detail?

Was this part of the promotion which offered a discount on the iPhone? There were a lot of promotions which required pre-payment of monthly plans, and others which offered discounted plans.

Did True acknowledge receipt of the first two month's payment?

Did the line item for 1,577.33 have any description?

Do you know which plan your wife subscribed to? You mention a 799 data plan, but does that cover calls, texts, MMses etc? There is a 799 iPhone plan which has bundled data, voice, texts, but you do have to pay for any overages.

I would go to a larger True Service point, and request the assistance of a manager. They can print out all sorts of details re: the account, which should allow you to figure out what might be going on.

My best guess is that you are going over your allotments on voice, SMS and the 1,577.33 is the total overage to date. Or maybe True just made some mistakes with the account?

It would help if you could provide as much detail re: the original purchase and subsequent contract.

If the 799 data plan is truly just a data plan then the 1,577,33 would be the charges for all other services: voice calls, SMSes, etc.

Lomatopo: Thanks for the detailed questions. We did take your advice and went to True's HQ where we resolved our problem, we think, time will tell. First let me try to explain:

The 799 plan which my wife bought, (don't think it's available any longer), restricted her to 450 or less minutes of calls each month of the contract. She never exceeded that limit. It also stated that there was UNLIMITED 3G+/EDGE/GPRS, Wi-Fi and also included a 260 Baht monthly discount for the first 18 months of the plan. Like I stated the first 2 bills were for the correct amount. Third month is where she got into trouble, by that I mean True by discontinuing the plan's availability that month, she started getting charged for SMS's and Wi-Fi useage. The third month's charge for those services came 1577.33 Baht. When she complained they reinstated her purchased plan but did not delete the 1577.33 Baht from her bill. As months went on the correct monthly bill amount also carried over the third month mis-billing. This continued even though she made monthly visits to Secon Square to get them to correct her billing. Finally True cut her service off. By taking your advise the following has happened:

1. True has admitted their mistake.

2. True is in the process of removing the incorrect billing amount of 1577.33 Baht from her monthly statement for that third month billing cycle error. We were told this could take up to 60 days to accomplish so they credited her account with 3000 Baht so her service will not be shut off while she continues paying her correct monthly bill.

Guess it's best to always keep all bills one gets. Believe the problem is that in an attempt to lure new customers into one of their plans True continually changes and or updates plans. Only God knows how their employees keep track! Hopefully we will no longer be mis-billed. Hope so!

[lomatopo]

Since TrueMove H made it challenging to find any terms and conditions in English it is difficult to figure out exactly how some of these promotions work.

http://www.truemove-h.com/iphone.aspx

http://truemoveh.tru...เà¸"ือน

The table seems to cover overages but is confusing as it details data overages of 2 baht/MB even though the plan seems to have an unlimited fair-use speed limit of 64 Kbps (ouch) over 3 GB.

Maybe a manager was tasked with increasing revenue?