ICE Must Refund
Customers Of 3G Internet Service
Subscribers to ICE's 3G network can expect a
refund within the next two weeks, as the
state telecom has been ordered by the
telephone regulator to issue a refund to
customers of cellular internet and
messaging.
The Superintendencia de Telecomunicaciones (Sutel)
said that the Instituto Costarricense de
Electricidad (ICE) did not fully disclose
its Kölbi service (ICE's 3G) to its
customers, fully explaining rates and plans
as it should have.
The Sutel has ordered ICE to refund
customers the amount paid since acquiring
the service and the time the Sutel published
the maximum rates last week.
ICE began selling 3G Kölbi in December to
customers who wanted to move from the TDMA
and GSM service which includes an internet
connection. ICE only charged half of the
˘15.000 colones monthly fee as the service
was not working at full speed.
However, the Sutel says that ICE did not
disclose to customers the full cost of the
service, not providing crystal clear
information to its clients, the terms and
conditions of the service to allow customers
to make an informed decision.
The Sutel added that ICE cannot offer
automatic bill payment for the internet
service without first explaining to
customers the payment method and getting
approval.
The Sutel decision does not affect the cost
or the billing for the cellular service,
just for the interent and messaging
services.
ICE has to first explain full the costs
associated with the 3G internet and
messaging service, complying with the
regulations of the Ley General de
Telecomunicaciones, that states an operator
cannot automatically add or change service
without first the express consent of the
customer.
The law also requires the operator to
provide a detailed monthly statement of all
charges. |
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