For quality control purposes, this call may be recorded. Yes, I’m also recording. Proximus this is Cindy, hello, what can I do for you? I call you because I have an invoice of 5.463,17 € which corresponds to 10 minutes of internet usage during a flight. The problem is that, I did not know that my mobile data was being used. I was connected to the Wifi of the plane, but somehow mobile data was used anyway. As soon as your phone connects from your end, even in your case, when you are connected to wifi and your phone goes on mobile data. It’s your responsibility to adjust settings on your phone. The mobile data on flight is via satellite, which is extremely expensive. Whether this data has been actively used by you, or not, unfortunately the connection was made. There will be no cancellation of the amount. But I’m not a telecommunication engineer … I’m not supposed to know that if I’m on Wifi, I can consume mobile data at the same time. It can be 5.000 € and just as easily 100.000 €? You are responsible, it’s not up to Proximus to explain how a mobile phone works. You can set it to connect manually and not automatically. I am supposed to connect my phone manually? Configure everything manually. Regarding connecting to networks, yes, manually. It’s not your mobile phone that should decide the best network to connect to. How do I know which is the best network? It’s our responsibility, as a consumer, to disable and monitor our connections during a flight. But, nobody knows his phone fully at this point. It happens quite often… This happens a lot? If the user is not careful. OK… This is not the first time you’ve sent invoices like this? No. People are astonished, they don’t know, but it’s their responsibility. So if people don’t know their phone well, this generates a lot of money for you. You use the complexity of this technology, to your benefit. You show me no leniency. That the phone is uncompromising, I understand, but I’m in contact with a human being, I explain my problem, and yet it’s a resolute no and that’s it? Yes, because at the level of the data, it was used. You made the connection. I am billed for something I was not aware of. You see when your mobile phone is on mobile data. But I was on Wifi. From the moment I am connected to Wifi, I’m not going to wonder if I’m also at the same time, using mobile data. This data was of no use to me, since I had Wifi of the plane. Unfortunately Something else that intrigues me, that is, you normally send warnings via text message. So when I continue to use data, it is because I do so willingly. But I only received these text messages upon arrival. In other words, once I had already used the data, which I was not aware of. That’s not normal. I should have received them while I was using the data. Why is it normal? Because you did not have a telephone network connection. You tell me I did not have a network connection and yet I have consumed mobile data. I mean cellular connection. Oh yes because it’s not the same. 4G connection and cellular connection is not the same thing. Oh yes, tell me more. You can make a phone call without having internet. I’m learning things, that’s great. Since I was connecting with a mobile network, that I used, without knowing it and not of my own free will, why did not you not notify me via this network? The vast majority of your customers don’t know and therefore regularly receive such invoices? I’m going to ask the question because the data was used in the background but honestly, I don’t think so. I have never seen any cost removals on this subject. One moment please. Let’s see what happens, most of the time, they do not change anything. They do not respond in a positive way, to claims of abuse. 20 minutes and we’re still here, listening to the beautiful music. I did some checks about this, unfortunately, no cancellation can be made in regards to the amount. Why “unfortunately no”? Because from the moment we have the confirmation that the connections have taken place, which I explained to you earlier, there is no way possible to decrease the amount in the bill. So there is no way to get back on an invoice like this. No. Alright. Can we use mobile data in all planes? I don’t think it’s in all planes, I never had a case like this personally. But I do not think it’s in all, a lot of people shut off their data during a flight. yes Because I was in flight. You yourself have never been on a plane, where in the middle of the journey you use data? No. So you use a new and complex technology, that you yourself do not know. It will happen to others as well and you use this complexity to your advantage, to bill insane amounts. No, it’s not to our advantage. Do not try to find information, tips, or even ask me how it works, I do not know. Still, there was internet traffic that took place, it is therefore billed and without any decrease or cancellation of the amount. I contact you in good faith, I ask you to make a gesture. No, unfortunately there will not be any. There will be no gesture, for sure? No. I mean that, in your logic, I warn you when you exceed but I did not get a warning. In your logic, you do not tell yourself “OK, the client did not receive a warning.” We believe that the customer should be warned, because you have this warning system through text messages. No because in regards to receiving the text message, it is not up to Proximus to make sure you receive the text. I have the time of when I received them. That proves it. If you are not on the right network, you do not know. We sent them. You know everything. This is not Proximus? It’s Proximus who is billing me. You know everything, how I am connected, what I receive, everything. We have no way to know that you received a text message, or at which time. You are no longer on the Proximus network as soon as you leave Belgium. Okay. For us, the text messages were sent. Okay. But make sure the reception will take place in the 2 minutes after… You do not care. Whether the customer is notified or not, you do not care. It’s not that, we send the information, it’s up to you to see how to use your mobile phone. We must know everything. We must even know how you send your info. We must know everything. I can not do more for you, I can not cancel or decrease the amount. the amount will be the same on the invoice. Okay. On a personal level, you don’t find this shocking? No. No? You have to give classes. Nobody knows, no one has used mobile data during a flight. I did not do anything, did not ask anything, I did not consent to any questions about this. I did not touch anything! My phone used data by itself during the flight. I’ll have to leave you sir, the conversation goes round and round and I understand that you do not agree. But unfortunately, there will be no cancellation. So on this note, I wish you a good evening. To you too, goodbye. Thank you Proximus! To help me well … What I do is I communicate everything, I tell you everything, too bad for them. It’s a society that has no humanity, no leniency, who wants to take your money, and that’s all. They could bankrupt someone, put someone in a terrible situation. It’s not humane, we do not put people in a bad situation, by asking 5.400€, because for 10 minutes, their phone downloaded without their knowledge. It could have been 100,000 €! If it wasn’t 10 minutes but 8 hours, it would be 100.000 €. Easily, multiply by 6 for 1 hour, For 8 hours, multiply by 48. No, it’s 240.000 €! If it had run nonstop on the plane, I would have been 240.000 € I would have been told the same thing … Sorry sir, you have to master your phone. These are huge consequences. for 10 minutes of useless data. This can happen to any of you. It can put people in the gutter. Because Proximus decides so. Because they are in charge. “Sorry Sir, it’s done so it’s done.” I will defend myself and take a good lawyer. Bad luck for them, I have good lawyers. But, Proximus belongs to the Belgian government and if we have to take it all the way to the European Court, I will do it. And even if it costs me more than 5.463,17 €, I will fight for my principles. It’s fighting against injustices. Not the ones I suffer but the one you could suffer too. or that others have suffered. So I’m going to fight, for me it’s not over. That’s for sure. We would like to know your opinion on the quality of our service. I can only accept. How satisfied are you with Proximus’ customer service? Choose a score from 1 to 5. Hmmm… Zero.