Beantwoord

Overige kosten when having the EU + NL Unlimited Bellen Bundle

  • 1 augustus 2017
  • 7 reacties
  • 646 Bekeken

Hi,

I have the Bellen NL + EU Unlimited Package, however I am being charged extra because I called to UK. Furthermore, I also see on my Vebuirkstatus that I still have the Bellen 120 min naar de EU package which was replaced by the Bellen NL + EU Unlimited Package.

I don't understand why I am being extra charge when I have the unlimited bundle. Would you explain me?

Tks,
BG
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Beste antwoord door Muberra 1 augustus 2017, 17:44

Hi BG,



Welcome to our forum!



That's a good question and I'm going to give you more information. Your contract consists of a Stel Samen & Stel Bij subscription with 3 GB of internet and you can call Unlimited within the Netherlands and the EU (including the UK).



However, this is not the case when you call from the Netherlands to an EU country, such as the UK. When you call from the Netherlands to the UK or another country in the EU, you get 120 minutes to use. That's the reason why you see in your 'Overzicht', that the 120 minutes you get for calling to the EU, has hit his limit. When you look into your 'Overzicht', you see the following information:







That means that in the Netherlands and EU (in Nederland + EU) you have Unlimited minutes to use, but calling to the EU (naar de EU) you get 120 minutes and you have used all 120 minutes. That's also the reason you made extra costs for calling to the UK. When you look on your 'Verbruikstatus' and check out 'Bekijk specificatie' , you can immediately see the British telephone numbers that you called, with the date and also how long every phone call took place.



I hope the information is sufficient for you. If you have any other questions, please feel free to ask them. We are always ready to help you!
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7 reacties

Reputatie 4
Hi BG,

Welcome to our forum!

That's a good question and I'm going to give you more information. Your contract consists of a Stel Samen & Stel Bij subscription with 3 GB of internet and you can call Unlimited within the Netherlands and the EU (including the UK).

However, this is not the case when you call from the Netherlands to an EU country, such as the UK. When you call from the Netherlands to the UK or another country in the EU, you get 120 minutes to use. That's the reason why you see in your 'Overzicht', that the 120 minutes you get for calling to the EU, has hit his limit. When you look into your 'Overzicht', you see the following information:



That means that in the Netherlands and EU (in Nederland + EU) you have Unlimited minutes to use, but calling to the EU (naar de EU) you get 120 minutes and you have used all 120 minutes. That's also the reason you made extra costs for calling to the UK. When you look on your 'Verbruikstatus' and check out 'Bekijk specificatie' , you can immediately see the British telephone numbers that you called, with the date and also how long every phone call took place.

I hope the information is sufficient for you. If you have any other questions, please feel free to ask them. We are always ready to help you!
Hi Muberra,

Thanks for your reply.

I am not really happy how this is working right now. As far as I can see T-Mobile offers three solutions when it comes to minutes and I see other customers complaining as well and having doubts about this.

T-Mobile is offering: 1 - No Minutes; 2 - 120 min to call NL + EU; and 3 - Unlimited NL + EU.

The fact that a customer calls from NL or other country, I don't think it really matters for the client as he/she will want the freedom to call and not worry about the minutes as it is an unlimited bundle.

Besides, there is no indication or any explanation on T-Mobile about this nor any other bundle where clients can just call with unlimited minutes.

I also saw other post saying that it was an error in the system and would be deleted (see here https://forum.t-mobile.nl/t-mobile-go-495/calls-of-unlimited-nl-eu-276100).

Hence, please provide a proper solution for this.

Tks,
BG
Reputatie 7
Badge +20
Hi BG,

The post that you shared with us doesn't apply to you, because that customer has a different rateplan (subscription). With your current subscription Stel Samen & Stel Bij you can call unlimited within the EU due to the roam like home regulations. However roam like home doesn't apply in the Netherlands therefore you have 120 minutes to call from NL to EU/UK. If the 120 minutes are used you will be charged for the calls. This is the current regulation and it's not an error in our system.

You can find more information about the EU roaming regulation on this page. I hope I have provided you with sufficient information.

I had an enormous invoice from calling back home to the Netherlands on a recent trip to France and Belgium. Since France and Belgium are within the E.U., and my internet works like normal, of course I thought I could call unlimited for free as well. Now I have €44 in extra charges! I had no idea. I thought my bundle was valid throughout the E.U., and that I would have zero extra costs. I can’t believe internet is the same and making an actual phone call on a phone is not?!?

Reputatie 7
Badge +20

Hi Erika,

I just checked your usage and it seems like the call were calls to a premium number, such as a customer service number. Is that correct? These numbers are not part of the unlimited calls, since they have additional costs. It's also possible that these number charge extra for foreign phone numbers, thus making the costs for a call more expensive. It's always good to check the costs beforehand on Google, since it can be a bit of a surprise afterwards. 

Hopefully it didn't ruin your trip! If you have any other questions, let us know!

Oh, I just looked up that phone call that I was charged 19.07 for...that was to Bank of America’s fraud service. I got a notification when I was in Belgium that there was unusual activity on my credit card and I needed to call Bank of America immediately. I called the number on the back of my card that was labeled “Collect Outside the U.S. and Canada 302.738.5719”. Collect means that I won’t be charged- that the recipient will assume the costs of the call. I just called Bank of America again, and they clarified that they do not charge for such calls. I thought if I called collect that meant that I would not be charged…

The other number I must have made a mistake. Normally I call my parents on Facetime, which is free on wifi, but perhaps I messed up and called the actual number then instead, as that is the number I called when I got charged 24.15. An expensive mistake.

Reputatie 7
Badge +20

Hi Erika,

In this case I'm pretty sure that the costs for the Bank of America are correctly charged. A number can be free for the inhabitants of the country in which the number and company is based, but a foreign phone number can still be charged for these calls, which happened in this case.

If you have any other questions, let us know and a good weekend for now!

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