topic Re: Still got charged in Contracts & Billing

Still got charged

Mohammed1248_ — Wed, 28 May 2025 15:19:44 GMT

I got charged £28 plus vat on the day I had my £7.50 roaming charges activated

why is that ?

Re: Still got charged

Leanne_T — Wed, 28 May 2025 17:13:07 GMT

Hi there @Mohammed1248_

Thanks for coming back to the community.

What does the charge show as on the bill? Was this for a roaming pass? Or, have you been charged for calls and texts?

Speak to you soon 🙂

Leanne.

Re: Still got charged

Mohammed1248_ — Wed, 28 May 2025 20:20:52 GMT

I purchased a roaming pass worth £7.50 to make international calls I called my bank Santander due to fraud on my account and that one call EE charged me £28.34p when that should of been free as I paid £7.50

on my billing it shows 14th May I paid £7.50 for one day roaming charge pass I can that number and make calls

so why did EE charge me £28 when I purchased a day pass for £7.50

I’ve also put a complaint in to EE and if it not resolved or I’m not refunded back the money I will leave EE

Re: Still got charged

Christopher_G — Thu, 29 May 2025 07:36:21 GMT

Hi @Mohammed1248_

What were the first 5 digits of the number that you dialled to speak to your bank? It's possible that the call you made wasn't included in your allowances.

If you've opened a complaint, they'll be able to check what the charges were for and discuss it with you. If the charges weren't correct, they'll be able to re-calculate it for you.

Chris

Re: Still got charged

Mohammed1248_ — Thu, 29 May 2025 07:41:16 GMT

It was 01904 it shows this on my billing

it’s Santander 01904 it was a call I had to make and I also checked with EE before I left the UK to say is this call acceptable and it also shows that this first 5 digits is accepted on the roaming to dial ?

why was I charged £28 I will leave EE if this is not resolved I’ve also put a complaint in

Re: Still got charged

Christopher_G — Thu, 29 May 2025 07:53:42 GMT

As far as I can tell, that looks like a normal UK landline, so should have been covered by your daily add-on, @Mohammed1248_

How did you raise your complaint? Was it through on online webform?

Chris

Re: Still got charged

Mohammed1248_ — Thu, 29 May 2025 08:16:23 GMT

Online webs form I submiited the complaint

can you raise it for me

Re: Still got charged

Christopher_G — Thu, 29 May 2025 08:55:54 GMT

I can't do any more than recommending filling in that complaint form, @Mohammed1248_

If you've done that, a dedicated team will look into it and contact you directly to discuss it. If there's a mistake, I'm sure they'll put it right.

Please come back and let us know what happens.

Chris

Re: Still got charged

bristolian — Thu, 29 May 2025 09:11:36 GMT

Any complaint that is either unresolved after 8 weeks or deadlocked before, can be referred to binding external arbitration.

Re: Still got charged

Schockwave — Thu, 29 May 2025 13:08:05 GMT

@Mohammed1248_ , I went to Egypt and when I came back found they had charged for the calls I made even though I had a roaming add on, spoke to them, and it was refunded, so worth ringing them up, as they should be able to refund the money to you.