Many mobile customers rely on their provider’s app to keep track of data usage. But what happens when the numbers don’t line up?

Background

A customer received a message from their mobile provider saying they had used all of their data allowance. However, when they checked the provider’s app, it showed that only half of the data had been used.

Confused by the difference, the customer contacted his provider. The provider explained that the data counter in the app does not update in real time and only provides an estimate. 

The customer felt this response dismissed his concern and did not clearly explain why the information in the app differed from the message he received. The customer asked TDR to assess whether the provider had met its obligations under consumer law and the Customer Care Code.

What happened next

The provider confirmed to TDR that the customer’s data usage had been recorded accurately, including any carry‑over data. However, the provider acknowledged that the way data usage was displayed in its app could be confusing.

The provider offered the customer a credit equal to six months of his plan costs. They also advised that improvements to the app were planned, although these would take time to implement.

Outcome

The complaint was partially upheld.

TDR reviewed evidence showing that the provider’s data usage recording was accurate. However, TDR also looked at how this information was communicated to customers. While the provider’s website explained how to check data usage, it did not explain that usage in their app was calculated on a session‑based method. The app itself did not include any disclaimer or indication that the data shown was only an estimate.

TDR upheld the complaint about how data usage was presented in the app, as the information could reasonably mislead customers into thinking it was real‑time and precise. The provider’s offer of six months’ credit was considered sufficient to address the potential impact and inconvenience.

The complaint about customer service was not upheld. TDR found that the provider’s responses met its obligations, even though the customer was dissatisfied with the explanation provided.

Lessons learned

Estimated data use needs to be clearly labelled if apps do not show real‑time usage, this should be clearly explained so customers can understand what they are seeing.  Even when usage is accurate, customers are more likely to accept outcomes when providers clearly explain how data is measured.