Why Was I Charged by My Mobile Operator When Using Rebtel?
Why did my mobile operator charge me when I used Rebtel?
Depending on how your Rebtel call is connected, your mobile operator may still apply charges.
When you use Phone Lines, Rebtel may first connect your phone to a local access number using your mobile network. Rebtel then handles the international part of the call.
Because your mobile network is used for the first part of the call, your operator may:
- Deduct the call from your local minutes
- Charge you for local airtime
- Apply roaming charges when you're abroad
- Apply additional charges if you've exceeded your plan's allowance
- In some cases, classify the access number differently under its own billing rules
The charge shown on your mobile bill is therefore not necessarily a charge made by Rebtel.
Why am I being charged by both Rebtel and my mobile operator?
Rebtel and your mobile operator may be charging for different parts of the call.
For example, when using Phone Lines, your operator handles the connection from your phone to a local Rebtel access number, while Rebtel handles the international connection.
Depending on your mobile plan, your operator may charge for that local connection in addition to the Rebtel service you're using.
What information should I provide if my operator charged me?
Contact Rebtel Support and let us know:
- Whether you've recently traveled outside your country
- The name of your mobile operator
- Whether your mobile plan includes unlimited local minutes
- Whether you're using an Android phone or iPhone
To investigate the charges fully, we'll also need a PDF copy of your phone bill showing the affected calls.
Please highlight the calls you're concerned about and include the dates, times, and total amount charged.
Why does Rebtel need my phone bill?
Your phone bill allows us to see how your mobile operator classified the calls and compare them with your Rebtel calling activity.
For example, the bill may show whether the charge was recorded as:
- A local call
- An international call
- Roaming airtime
- Another type of operator charge
Without the phone bill, we may not be able to determine what caused the charge.
Can my operator charge me while I'm traveling abroad?
Yes.
If you're using your mobile network while traveling, your provider may apply roaming charges for airtime, minutes, or data.
This can happen even when you're using Rebtel because your phone may still be connecting through your mobile provider.
Roaming charges are billed by your mobile operator, not by Rebtel.
Can I be charged if I don't have unlimited local minutes?
Yes.
When using Phone Lines, your phone may connect to a local Rebtel access number through your mobile operator.
If your plan has a limited number of local minutes and you've used your allowance, your operator may charge you additional local calling fees.
These charges come from your mobile provider rather than Rebtel.
What if my operator says the Rebtel call was an international call?
Contact Rebtel Support and provide your phone bill so we can review the affected calls.
Some mobile operators may classify Rebtel access numbers according to their own billing rules. We'll compare the calls on your bill with your Rebtel calling activity to help determine what happened.
You may also need to contact your mobile operator to confirm whether they classified the call as local or international.
Why does my phone bill show the international number instead of a Rebtel access number?
If you're using an Android phone, this may require additional investigation.
Rebtel has an Android feature that can redirect international calls through Rebtel. In some situations, the call may bypass Rebtel and be dialed directly through your mobile operator instead.
If that happens, your operator may charge the call as a regular international call.
Rebtel Support can investigate this by comparing your phone bill with your Rebtel calling history.
Can this happen on an iPhone?
The Android call interception feature does not exist on iPhone.
If you're using an iPhone and your operator charged you, we'll investigate other possible causes, such as roaming, local-minute charges, or how your operator classified the call.
What do I need to provide if I use Android and was charged for a direct international call?
We may ask you to provide:
- A PDF copy of your phone bill with the affected calls highlighted
- Your phone model
- Your Rebtel app version
- The dates and times of the affected calls
- The international numbers that were called
- The amount charged
- Your Rebtel call setting, such as Always or Ask
We'll compare this information with your Rebtel calling history to determine whether the call was routed through Rebtel.
Can Rebtel refund charges from my mobile operator?
Charges shown on your phone bill are billed by your mobile operator, so they are not automatically refundable by Rebtel.
Before discussing any possible compensation, we'll need to determine why the charge occurred and whether there was an issue with how the Rebtel call was handled.
What should I do if I think Rebtel caused an international charge on my phone bill?
Contact Rebtel Support and provide a PDF copy of your phone bill with the affected calls highlighted.
Also tell us:
- Whether you recently traveled
- Your mobile operator
- Whether your plan includes unlimited local minutes
- Whether you're using Android or iPhone
We'll compare your operator's charges with your Rebtel calling activity and determine the appropriate next steps.