topic Re: Charged while using Roam Abroad Pass in Roaming

Charged while using Roam Abroad Pass

BexiG — Sat, 12 Oct 2024 16:18:57 GMT

I'm currently in the US and have the Roam Abroad Pass activated. There have been no problems with making or receiving calls until today. I called a UK mobile and was charged international rates. Luckily, I had a £30 spend cap, so the call cut off once I hit that. Why have I been charged for calling a UK mobile number? This has never happened to my knowledge.

Re: Charged while using Roam Abroad Pass

bristolian — Sat, 12 Oct 2024 18:30:57 GMT

On the face of it, this sounds like a billing error. The only thing to check is the prefix you were calling - and/or which network the called party was on.

This is to rule out Channel Islands or IoM numbers, which have UK dialling codes but are not UK numbers.

Re: Charged while using Roam Abroad Pass

XRaySpeX — Sat, 12 Oct 2024 19:11:15 GMT

Even so, the CI's & IoM still count as in the EU & thus inclusive.

Re: Charged while using Roam Abroad Pass

BexiG — Sun, 13 Oct 2024 23:16:55 GMT

I ended up calling today and found out there’s been a billing error for 1000s of EE customers using the roaming pass in the US at the moment. My money should be refunded in a couple of days.

Re: Charged while using Roam Abroad Pass

Dezmondo — Thu, 24 Oct 2024 11:40:12 GMT

I had the same issue this week. Phoned and was told they were unsure why, and a credit would be applied to my account - which I'm yet to see online.

Did you get a refund?

Re: Charged while using Roam Abroad Pass

Leanne_T — Thu, 24 Oct 2024 13:23:52 GMT

Hi there @Dezmondo

Thanks for coming here 🙂

Once a credit is added to your account, this would show on your next month's bill.

If this is not showing or you would like to check this has been added, please give us a call on 150 🙂

Leanne.

Re: Charged while using Roam Abroad Pass

BexiG — Sat, 26 Oct 2024 21:51:36 GMT

They said they were processing a refund but I was charged £88 for my bill. I don’t see a refund for next month’s bill either yet. Only more charges because I called the U.K. number to get hold of them. So, it seems like I’ll have to contact them again.

Re: Charged while using Roam Abroad Pass

Michael_D — Sun, 27 Oct 2024 08:34:29 GMT

Hi @BexiG

Have you had a bill created since you spoke to our guides?

If they have applied a refund, it would show as a credit on the bill first of all, but that would only be visible when the bill is created.

Michael

Re: Charged while using Roam Abroad Pass

nic118 — Tue, 29 Oct 2024 19:47:54 GMT

The same thing happened to me, and I only realised it when going back through bills and noticed I'd been overpaying. I phoned them up, and they are refunding me. It's a bit scary that they can make a mistake like this and need to rely on people phoning up to get the refund.

Re: Charged while using Roam Abroad Pass

BexiG — Tue, 29 Oct 2024 21:24:00 GMT

Glad you’re getting a refund. I’m glad I have a £30 spend limit and that’s what alerted me to the fact I was being charged for something I shouldn’t be. I actually looked at my direct debit and they’ve refunded the £28 even though my bill shows no refund.

Re: Charged while using Roam Abroad Pass

BexiG — Tue, 29 Oct 2024 21:25:11 GMT

Yes I have had a bill created but it showed no refund, however my direct debit does include a refund.

Re: Charged while using Roam Abroad Pass

sraf — Mon, 18 Nov 2024 21:12:32 GMT

I have just realized I have had the same thing happen. I am also in the US with the roam abroad pass. In total I have been overcharged for £150+ of calls that I should not have been (UK numbers). These are the same numbers (my parents) that I have been calling all year with no extra charges or issues beforehand.

I have tried calling EE but I can't get through. I am waiting back on their messaging service on their app but it says there will be a 2 hour wait approximately and the messaging service closes in less than 2 hours. This is really frustrating but hopefully once I do get through they will refund me for these charges.

Re: Charged while using Roam Abroad Pass

BexiG — Mon, 18 Nov 2024 22:09:14 GMT

I think I got through to them with calling 150 in the end. They refunded me for some extra charges this month too. Once you get through to them ask to speak to someone who knows about this problem. I had to speak to 3 people before someone knew about this glitch. Also put a spend cap on your account. So that if you’re ever overcharged like this again you’ll be notified a lot sooner.

Re: Charged while using Roam Abroad Pass

Christopher_G — Tue, 19 Nov 2024 10:23:02 GMT

Hi @sraf

Welcome to the community.

Did you manage to get through to speak to our customer service team about this? They should be able to look into what has happened, and if there's been a mistake on your account, put it right.

Chris

Re: Charged while using Roam Abroad Pass

sraf — Tue, 19 Nov 2024 21:53:22 GMT

I actually had to take a couple of hours off work to call them, but I did get through in the end. The 'help' number in the app wouldn't work. It either wouldn't connect or would just give a message saying it was busy and then the call was disconnected.

I managed to get through by calling 150 though and I talked to someone. Apparently this is a 'known issue', and they acknowledged this was an issue on their end. However, there is an investigation underway and that they can't do anything or tell me anything more until the investigation is complete. No refund was offered, which is annoying as other people seem to have refunds, and they wouldn't tell me if the same thing will happen on the next bill. I'd have to take time off work to call back again.

I'll put a spending cap on like people suggest but I already called my parents in the UK for an hour a few days before I realized. So that will be fun!

Re: Charged while using Roam Abroad Pass

Linzi_H — Wed, 20 Nov 2024 11:51:57 GMT

Thanks for letting us know @sraf

I'm so sorry things weren't clear when you called us to report this. Is the team getting back in touch after they have investigated this for you?

If you're not sure, then I'd suggest reaching back out and asking our team the next steps for this to be resolved.

Linzi

Re: Charged while using Roam Abroad Pass

cooperman247 — Mon, 25 Nov 2024 16:57:26 GMT

Im in South Africa and on a "Full Works, Roam Abroad" pakage. Just like others, I have been charged for incoming calls and now reached my spend cap incurred with thse charges and calls from S.A to UK. I'm loath to uplift my call cap and incur ££££'s of calls value to pay out on my next bill and hopefully get it all refunded on the next bill...per EE'sadvise.. I'm just off a live chat with EE who said that there is a major EE roaming problem and that all charges incorrectly billed will be reversed when the issue is resolved.Many EE people are working on it. So frustrating.

Re: Charged while using Roam Abroad Pass

jane27091 — Wed, 27 Nov 2024 21:26:34 GMT

I have an ongoing issue with the exact same thing. I have been assured three times over the last week by three different advisors that my bill will be amended and it's still not been done. My calls were also made from the USA after purchasing the roam abroad pass

Re: Charged while using Roam Abroad Pass

jane27091 — Wed, 27 Nov 2024 21:33:58 GMT

Did you get a refund for the calls? My calls were also made back to my parents and I took never had a problem before. My calls amount to £289.00!!! I was advised by EE on Monday this week to cancel my DD to avoid the payment being taken from my account. I am going to ring again tomorrow as the service is very poor. The advisors are very knowledgeable and know there is a billing issue but it is very concerning and needs fixing

Re: Charged while using Roam Abroad Pass

BexiG — Wed, 27 Nov 2024 22:11:29 GMT

When I got my last two DD, the amount was corrected and charges were removed