Main reason for bill shock

This horizontal bar graph shows the main reasons why people experience bill shock. The 211 respondents who experienced bill shock in the 2018 survey answered as follows:

• Data overage fees, 43%
• International travel, 19%
• Long distance fees, 14%
• Call minute overage fees, 5%
• Billing issues/errors/mistakes, 5%
• Difficulties managing use of family/shared plans, 5%
• Domestic travel, 4%
• Not given the plan/deal promised, 4%
• Other, 3%
• Unexpected fees, 4%
• Unexpected set-up fee or service charge, 1%
• Text overage fees, less than 1%

The 250 respondents who experienced bill shock in the 2016 survey answered as follows:

• Data overage fees, 48%
• International travel, 17%
• Long distance fees, 9%
• Call minute overage fees, 14%
• Billing issues/errors/mistakes, 8%
• Difficulties managing use of family/shared plans, 4%
• Domestic travel, 8%
• Not given the plan/deal promised, 1%
• Other, 2%
• Unexpected fees, 6%
• Unexpected set-up fee or service charge, 3%
• Text overage fees, 4%