Small business owner Celia contacted us about $36,225 in excess internet charges. Celia said her business had been with the same telco for two years and had never exceeded its 300 gigabyte monthly plan. The charges had accrued over two months, with almost $33,925 in one month alone.
Celia said she only became aware of the charges when the provider called to tell her that her bill had reached $33,000. She wanted the excess data charges to be credited in full.
At the outset, Celia's telco wanted her to pay all the charges. The provider said that it had sent earlier notifications.
During the TIO conciliation, the telco provided data records that showed usage on weekends when no one was in the office. Celia showed a security report to confirm that the office was closed on the day that usage was the highest – 97 gigabytes. The telco was unable to provide any records of notifications it sent to Celia about excess usage.
The telco agreed to credit all disputed charges, and Celia accepted this resolution. To make sure the problem did not happen again, the provider set up a monitoring system to allow Celia to monitor usage on a daily basis and to receive monthly email updates.