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Incident · 2025 · Telecom

GoMo’s chatbot says roaming data in France is included. It was not

In May 2025, Swiss broadcaster SRF reported that the chatbot of GoMo, a Salt brand, told a father his plan included up to 3 GB of data in France. It did not, and about CHF 44 in roaming fees followed. GoMo first offered a waiver only with a pricier plan. Salt later admitted the error and agreed to refund.

Last updated

What happened

Before his 14-year-old daughter’s language stay in France, the customer asked GoMo’s chatbot about data use abroad. It said a package of up to 3 GB was included in the subscription.

Her use stayed under 3 GB, but roaming fees of about CHF 44 were charged because a separate data package was needed. GoMo offered to waive the fees if he moved to a subscription costing CHF 5 more per month. He declined.

After SRF’s consumer program contacted the company, Salt confirmed the chatbot had given wrong information. Netzwoche reported Salt’s explanation that an outdated chatbot version had mixed up product information.

What happened next

Salt agreed to refund the roaming charges and said the chatbot had since been improved. GoMo did not respond to SRF.

What would have stopped it

  1. Answer plan questions from the customer’s actual plan record, including what is included abroad, not from general product text.
  2. Retire old bot versions and product content together, and retest answers whenever plan terms change.
  3. When the bot was wrong, refund the direct cost without requiring a plan upgrade.

Attack families

Test scenarios

Sources

  1. SRF Espresso: roaming bill after a chatbot error, who is liable? (in German)
  2. SRF Espresso audio: roaming bill after wrong information from the GoMo chatbot (in German)
  3. Netzwoche: faulty chatbot causes higher roaming costs (in German)

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