TDR reviewed a complaint involving an inactive mobile service, debt collection activity, and a significant compensation request.
Background
The customer applied online for an eSim mobile plan and received an email containing activation instructions. However, the customer was unable to download the instructions and therefore could not activate or use the service. The customer changed to another provider the next day. A few days later, they attempted to reply to the original email to advise the provider of the issue.
Unaware of the problem, the provider continued billing the customer. The unpaid charges were eventually passed to debt collection, which later affected the customer’s finance application.
Next steps
The provider argued that the charges were valid because the service had been provisioned and no fault had been logged through any official support channels. They explained they did not receive the customer’s email as it was sent to an unmonitored address. Once notified through debt collection, they offered to recall the debt, but the customer rejected this and requested an apology and significant compensation. With no resolution reached, the complaint was escalated to TDR.
TDR reviewed all records and found issues on both sides. The provider’s onboarding process did not clearly highlight terms and conditions, and their email did not make it obvious it was sent from an unmonitored inbox. However, the customer also contributed by not using any of the provided contact methods, not responding to monthly invoices, and delaying attempts to report the activation failure. There was no conclusive evidence explaining why the download of the activation instructions failed.
Outcome
The complaint was partially upheld.
TDR directed the provider to waive all charges, halt debt collection activity, and correct the customer’s credit records. No damages or apology were awarded because responsibility was shared and the evidence did not support the level of compensation sought.
Lessons learned
This case underscores the importance of clear communication and robust onboarding processes for online service activation. Providers should ensure that activation instructions, terms and conditions, and available support channels are presented prominently, and that system‑generated emails clearly state whether replies will be received.
Customers play an important role too when a service does not work as expected. It is essential to use the official contact methods provided and respond promptly to invoices or billing notices.
Overall, timely communication, transparent instructions, and accessible support pathways can prevent minor activation issues from escalating into disputes with financial consequences.