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Charged for International Data Roaming when I never turned on "Data Roaming" on my phone

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Senior Commentator

Charged for International Data Roaming when I never turned on "Data Roaming" on my phone

I have been charged for international data roaming even when the data roaming on my phone has never been turned on. Why am I being charged by something I never used?

5 REPLIES 5
Customer Service

Re: Charged for International Data Roaming when I never turned on "Data Roaming" on my phone

Hey there, chew5011! Thanks for reaching out to us. As this requires us to refer to your account details, please direct your query over to Facebook messenger (http://m.me/starhub) or Twitter Direct Message (https://twitter.com/StarHubCares) so that we can log a case for you and respond to you there. --Addie

Senior Commentator

Re: Charged for International Data Roaming when I never turned on "Data Roaming" on my pho

The customer service just replied that it is a valid charge and dismiss my case. This is ridiculous. I am being charged for something I never used and the customer support just say its valid charge and dismiss the case. 

 

If we are going overseas always, does that means that we should switch to some other telco that be more reasonable on such charges?

 

Customer Service

Re: Charged for International Data Roaming when I never turned on "Data Roaming" on my pho

I'm sorry if you feel that way. Please drop me a PM at http://m.me/starhub with your registered name, registered mobile number and Hub ID/email address so I can help you with your roaming concern. Thank you.--Addie

Senior Commentator

Re: Charged for International Data Roaming when I never turned on "Data Roaming" on my pho

Hi Eddie,

 

Thanks for your help.

The issue is kind of resolved now, after I insisted for the customer support officer to analyze the data usage statistic and telling him I did not turn on data roaming again and again, he only change to say that it's a common problem.

 

However, he also said if I am using a dual sim phone whereas another sim card is used  to get internet connection when we are overseas, this issue is unavoidable. And for now it seems that the only way is to contact customer support to waive it.

 

To be honest, the usage was only a few kilobytes over a day when this issue occurs, can't Starhub just waived it automatically when this kind of data usage pattern is observed with data roaming?  Honestly nowadays it is kind of impossible for people to only clock a few KB of network usage if they really turn the data roaming on.

Customer Service

Re: Charged for International Data Roaming when I never turned on "Data Roaming" on my pho

Hi chew5011, It's great to hear that it is resolved now. Let us know if there's anything else, we can help you with. We're glad to help! 

 

Thank you! -Yeng