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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 internet 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.