topic Re: Re: Roaming charges in Morocco in Roaming

Re: Roaming charges in Morocco

Hakeem11 — Tue, 10 Jun 2025 01:09:38 GMT

I also just encountered this on my holidays. EE is a rip off. I’m fortunate my contract expires August cancelling this sim free rolling contract ASAP.

They charge me £324.70 for receiving calls whilst on holidays in Marakkesh.

I wasn’t aware this was happening, my usual bill of about £20 every month generated £324.70 for not knowing about my phone was set roaming.

i have been with EE for the last 20 years but i am terminating my contract now.

Re: Re: Roaming charges in Morocco

Katie_B — Tue, 10 Jun 2025 07:27:02 GMT

Good morning @Hakeem11.

Thanks for coming here.

I understand this must have came to a surprise.

Receiving calls whilst in Morocco is not part of your plan. The charge for making and receiving calls is £2.34 per minute.

We would always recommend customers taking a look at our Roaming Tool before travelling abroad.

You also have the option to add a spend cap to your account which will stop you receiving any out of allowance charges.

Katie

Re: Re: Roaming charges in Morocco

XRaySpeX — Tue, 10 Jun 2025 11:04:45 GMT

@Hakeem11 : Did you receive a Welcome text upon arrival? If so, why didn't you take up its offer of a Zone 3 Roaming Pass for £7.50 / day. This would've saved you these call charges.

Re: Re: Roaming charges in Morocco

Hakeem11 — Thu, 12 Jun 2025 00:15:31 GMT

Of course, I understand Roaming but missed the message about it applied on arrival since I believe wasn’t part of my plan but then that doesn’t stop me not to use my handset I bought with my own money to connect wireless for other services like what’s app usage when I am abroad.

Whats App calls and text are free at my disposal and not barred.

In addition, during contract renewals someone negligently left my spending cap on and didn’t apply when I asked it to be applied since I have a minor and a child with special needs on my other sim usage.

My understanding of sim free contract applies to the amount I agreed every month my contract should be capped on that is £10 every monthly cycle.

There’s broad difference between monthly contract agreement and just ordering a sim for £10 for 12 months.

Ee are supposed to support and protect vulnerable customers but not to distort from them. It usual if someone pays £10 and within 6days they get billed for £325.00. They could have stopped my services immediately to avoid me going extra than allowing this to happen.

Re: Re: Roaming charges in Morocco

Hakeem11 — Thu, 12 Jun 2025 00:19:06 GMT

If my complaint is not heard I have legal avenues and the ombudsman to take it his too and redress.

Re: Re: Roaming charges in Morocco

Katie_B — Thu, 12 Jun 2025 07:19:22 GMT

Hi @Hakeem11.

I'm sorry to hear a Spend Cap was never applied at your request.

If you submit a complaint by using this online form a member of our complaints team will pick this up and contact you to discuss this further.

Should a resolution not be provided you will receive a deadlock letter that can be reviewed by the Ombudsman.

You can also find our Complaints Code of Practice HERE.

Katie