Ancom - Facturarea serviciului de internet

Homepage >>

Billing

If your tariff plan provides for metering and accordingly charging the traffic achieved, you should pay attention to all the tariffs mentioned in the contract (standard or preferential) and to the settings of your terminal.

Before you access the internet service, you should check:

terminal settings (telephone, notebook, tablet);
how the traffic meters installed in the equipment work (e.g. measuring unit);
whether you have programmes set to automatically connect for updates, regular e-mail check etc.;
whether the settings of your mobile device allow for an accidental connection to the internet/WAP.

Generally, the cost control service the providers make available to the users is just for your reference.

Warning! If you use a free wireless connection, you should constantly check whether you are still using the respective connection, because your telephone model may allow you to automatically connect to your provider’s network when the signal of the free wireless networkfades and thus, you could incur additional costs.

Your provider will issue a non-itemised bill for the internet service provided.

You have the right to ask for your itemised bill, both when you have a subscription and when you use a prepaid card, to see how the services have been charged. Some operators charge you for the issuance of an itemised bill. As well, you can either receive it in electronic format or access it online.

The itemised bill must contain, among others, information on the number of hours/traffic volume included in the subscription (traffic limit), as well as the additional traffic achieved.

The itemised bill must contain the following:

billing cycle;
monthly flat rate for your subscription and the tariff for the additional traffic;
connection/ installation/ reconnection/ disconnection fees, as applicable;
equipment lease/ provision fees, a applicable;
other monthly charges for additional services;
discounts/ free services you have benefited from and how they are granted;
odd services and applicable tariffs;
number of hours/traffic volume included in the subscription (traffic limit), as well as the additional traffic achieved by exceeding the number of hours/traffic volume included in the subscription;
total amount charged, including VAT;
a telephone number where you can request additional information regarding the itemised bill;
exchange rate applied, as the case may be.

About what, how and where you can complain

If you have read the itemised bill and you still have queries, send a complaint to your provider as indicated in the Complaint Handling Procedure, a document available on the provider’s website.

N.B. For each complaint you submit, the provider must give you a registration number.

Warning! Check it in your contract whether the provider allows delaying the payment of the contested bill until the complaint has been settled or it requests the payment of the whole amount within the due term, being bound to refund the contested amount at the complaint settlement (usually, by discounts granted in the next billing cycle).

If you are discontented with how your provider settled your complaint, you may address the National Authority for Consumers Protection.

In this situation, ANCOM can provide counselling and mediation, but cannot sanction the provider.

Further information is available in the section Complain to ANCOM.

Erroneous billing may occur in several situations. The provider’s breach of the offer you contracted, due to a human error, may be one of them. Generally, the operators’ exchanges are digitalized, secured systems, their parameters are permanently checked, which significantly reduces the possibility of occurrence of a human error in charging the data traffic at the level of the providers’ exchanges. On the other hand, the legal provisions in force does not empower ANCOM either to check the accuracy of the traffic records in a provider’s exchange, nor to request the provider to make available the content of the users’ communications in order to check the billing accuracy.