topic Re: Roaming charges - need clarification on £2.29 per day vs. Roam Abroad Pass in Offers & Add-ons

Re: Roaming charges - need clarification on £2.29 per day vs. Roam Abroad Pass

carcon1 — Wed, 20 Dec 2023 10:18:50 GMT

Having just been overcharged £65 for roaming passes I did not ask for or need, I realise ee implements a policy of obfuscation in regard to the rules about cancelling a roaming pass. I put this as a warning to others. If you do not actively cancel your roaming pass, you will continue to be charged for it on a monthly basis until you notice. My complaint produced an offer of compensation of 50% of the total overcharged despite them confirming I did not use the roaming facility after the first monthly pass requested. Strikes me as a cynical ploy to get money out of customers who do not religiouly check bank accounts monthly. I am escalating the complaint to the ombudsman and would like to know if anyone else has experienced the same thing.

Re: Re: Roaming charges - need clarification on £2.29 per day vs. Roam Abroad Pass

carcon1 — Thu, 21 Dec 2023 12:24:22 GMT

Ah, but I WAS charged for 3 month's worth of roaming passes that I did not use!

Re: Re: Roaming charges - need clarification on £2.29 per day vs. Roam Abroad Pass

James_B — Thu, 21 Dec 2023 12:28:16 GMT

Hi @carcon1,

The Roam Abroad Pass is a monthly recurring add-on that remains on your account until cancelled.

James

Re: Re: Roaming charges - need clarification on £2.29 per day vs. Roam Abroad Pass

carcon1 — Thu, 21 Dec 2023 12:43:22 GMT

Yes, I realise this James, ... now! I did not realise that at the time otherwise clearly I would have cancelled it after the one month pass I thought I had ordered. My point is, that it is difficult to know from the EE website that having requested a pass for one month, a customer will then have to cancel manually to avoid being charged ad infinitum. This is a product most people use to cover a finite period of work or holiday overseas. There is no reason to make this a rolling contract unless EE sees it as a good way to make money out of customers who fail to cancel. Furthermore, once the customer realises the error, and EE confirm that no roaming services were used, why not refund the overcharge in the name of good customer relations? EE has refused to do this.

Re: Re: Roaming charges - need clarification on £2.29 per day vs. Roam Abroad Pass

Duckie155 — Thu, 30 May 2024 21:03:35 GMT

Did you get anywhere with the ombudsman.

Only just realised I have been paying this on my son’s phone for 2 years ! He must have clicked on a text whilst on holiday. Total cost £410 !
ee have offered £150 refund. I’m wondering if I should take it to the ombudsman?

Re: Re: Roaming charges - need clarification on £2.29 per day vs. Roam Abroad Pass

bristolian — Thu, 30 May 2024 21:22:03 GMT

I rather suspect the Ombudsman would look for an explanation of why you didn't notice the additional charges for 24 monthly bills.

The counter-argument is that it doesn't give a great impression of someone who regularly checks their bills, something that ADR may seek an explanation for.