Mijn Klacht:

As I was returning from travel in France in early november 2015, I noticed on my Youfone invoice some SMS traffic to numbers I did not know. I was being charged for these and I did not expect these.

– 5 times to number 00447786205094
– 3 times to number 0031653131313

I contacted Youfone customer service to ask about this SMS traffic which I did not initiate, and I was given the answer that the first number was corresponding to the iPhone iMessage service and messages that were sent automatically by the iPhone. Obviously not happy with that, but I could understand.

About the second number 0031653131313, Youfone told me that this corresponded to SMS that were sent from my SIM card. Problem is I don’t know this number, I don’t remember having sent any SMS’s either on the dates and times mentioned on the invoice. But Youfone confirmed it was sent by my SIM card without any further explanations.

What I know, is that when I was travelling, I was not using my Youfone SIM card. I was using a local SIM card in France. Then on few occasions I did connect my Youfone SIM card to a network in France to check if I had received any messages. When I connected to the network, I received information messages only, about tariff information abroad or voicemail notification.

So without giving further explications, Youfone told me that these SMS were issued from my SIM card without any further explanation about that number and declined to refund the associated costs.

Later in December 2015, I went to France again for about two weeks. Again I used a local SIM card during my stay, and on few occasions I connected my Youfone SIM card to the foreign network to check if I had received any messages. When connecting to the network, I received the same tarif information SMS every time. And I know for sure, that I did not send any SMS on those dates.

Later in January, I received my invoice from Youfone for the period, and I noticed the same SMS traffic to the same number 0031653131313 being charged to me another four times, the four times I connected to the network abroad. Really unacceptable since I did not initiate any SMS during the period and do not know that number.

I checked the information messages received in my phone, and the date and time of these SMS correspond exactly to the records on the invoice. So I believe I am being charged for receiving these information messages.

I have sent this information and the messages to Youfone customer service, asking for resolving the issue, asking for refund and compensation. But the only answer I get back is that the technical service looked at it already before and that the SMS were sent from my SIM card. Same answer. Nothing new from Youfone. This is the only answer I get.

I can not believe that since I know for sure that I did not send any SMS during that period. Also I am not provided with any argument that my phone could have sent these SMS. My request is simply ignored by Youfone and I don’t feel this is taken care of seriously. How many customers are robbed from this SMS traffic without noticing?

So this is very frustrating. Customers from Youfone are charged abusively for SMS traffic when they are abroad. This probably corresponds to the information messages received when connecting to the network abroad. But Youfone ignore the issue despite customer complaints and requests for correction. Unacceptable

Gewenste Oplossing:

I will be satisfied when this erroneous SMS traffic will be refunded and with a compensation for the problems.

It is very frustrating to have to spend so much time on a small issue like this to get this corrected, but to be ignored by your phone provider.

I hope I can be heard through this channel and compensated for the inconvenience.

Beoordeling 2/10 (10)

Thank you for finally trying to provide me with a quick explanation after all earlier requests, but unfortunately this can't be the reason.

iMessage on iPhones is known to send silent activation SMS to the UK when users manipulate the settings to activate or deactivate the iMessage service. I did not switch on or off the iMessage service on these dates and times.

If I follow your argument, that would suggest that iMessage/Apple sends automatically a silent SMS to the UK, every time a Youfone SIM card is connected to a new network when abroad. But that is not the case. On november 5th 2015 I was travelling to Belgium and such SMS was not charged. On november 6th 2015, I arrived in France and I also was not charged for such iMessage SMS. Same goes for the 18th of december when I traveled to France again.

It is only when reconnecting the youfone SIM card while already abroad, that those silent SMS are being charged.

One could imagine that iMessage does send such silent activation sms after a SIM swap has been done, but then I should also see the same silent SMS charged upon return to my home country, when the youfone SIM card is finally used again in the Netherlands. On november 5th 2015, november 10th 2015 and January 3rd 2016, I returned to the Netherlands from trips abroad. I connected my Youfone SIM card after a SIM swap and I can't see trace of these same silent activation SMS's to the UK on my bills. So this can't be the explanation.

iMessage/Apple can't be the explanation of these SMS records that I see on my bills. So I still believe that this costs are not rightfully charged.

The SMS I have in my phone on those dates and times, are the 'free' tarif information messages and one voicemail notification that I received upon network connection abroad and unfortunately these must be the cause of the costs incurred I believe. Customers should not be charged for those, but they are obviously.