A small business owner from Manchester recently faced a staggering £42,000 bill due to excessive data roaming charges incurred during a family holiday in Morocco. The unexpected financial burden stemmed from his daughter’s extensive use of TikTok, leading to what many are calling an outrageous misuse of mobile data policies.
Unprecedented Charges After a Family Trip
Andrew Alty, who runs a curtains business, was in Marrakech with his family when he first received a shocking bill for £22,000 from his mobile network provider, O2. Initially believing it to be an error, Alty tried to contact O2 for clarification while on his way to the desert. “I assumed it was a glitch or that my account had been compromised,” he recounted. However, upon returning home, a second bill for £20,000 confirmed the severity of the situation.
Alty’s mobile contract, arranged through the retailer Currys, included a clause that allowed for uncapped roaming charges outside of Europe, something he was unaware of. Roaming charges, which accrue when users access mobile networks abroad, can lead to exorbitant fees—especially for heavy data usage activities like streaming on social media platforms.
TikTok Use Leads to Eye-Watering Costs
In this instance, Alty’s daughter’s engagement with TikTok resulted in data charges exceeding £5,000 per hour. “There’s no way they should be able to charge that,” Alty expressed, highlighting the lack of communication from the provider regarding the charges. “They made no effort to inform us, and just allowed the charges to accrue. I don’t understand how they expect any small business to pay that sort of bill.”
The situation has taken a significant toll on Alty’s personal and professional life. “It’s taken up such a huge part of my life over the past two months. It’s ridiculous,” he lamented. His attempts to resolve the issue through customer service were met with frustration, as he felt the representatives were unable to assist him adequately.
Seeking Resolution Through Official Channels
In light of the overwhelming charges, Alty sought the intervention of the Financial Ombudsman Service (FOS). He argued that the contract’s clause allowing unlimited data roaming charges had not been sufficiently explained by O2. However, the FOS concluded that while O2 provided the service, it was Currys that bore responsibility for the contract’s terms and any related explanations, leaving Alty without recourse.
Fortunately, after media attention from the Telegraph prompted further investigation, both Currys and O2 consented to waive the staggering charges. A representative from O2 stated, “We’re aware of Mr. Alty’s complaint, which the ombudsman ruled was a sales process dispute with his account provider Currys. We understand that this is now resolved, with Currys agreeing to waive all charges.” Currys also confirmed that the charges were removed “given the scale and circumstances surrounding the case”.
Why it Matters
This incident underscores the critical need for transparency in mobile data plans, especially regarding international usage. Consumers, particularly small business owners like Alty, must be adequately informed about potential financial pitfalls associated with their contracts. As mobile technology continues to evolve and social media usage intensifies, it is essential for providers to ensure that customers are fully aware of the implications of their choices, preventing such shocking situations from occurring in the future.
