topic Re: Massive charges for International call in Contracts & Billing

Massive charges for International call

aimeespence-98 — Mon, 11 Jul 2022 14:54:30 GMT

I have just looked at my bill and it seems I have been billed £324 for a call to the Global Service Centre in Australia. I was redirected to this number through the UK Gov website and was not informed on the call that the Centre was actually based in Australia or that I would be charged. I was on hold for over an hour and gave up after not getting through to anyone. I have contacted EE who have recommended cancelling my direct debit before it comes out next week and discussing what to do with the debt collectors. Is there any way I can get EE to cancel the charges or even reduce them? Failing that, do EE often allow for payment plans as I really cannot afford to pay this bill.

Re: Massive charges for International call

XRaySpeX — Mon, 11 Jul 2022 15:00:38 GMT

International calls & texts to overseas nos. from UK can be rather expensive but EE has a free add-on that anyone, on PAYG or contract, can apply for to give these calls & texts at a fraction of the standard rates. See The Free CALL ABROAD Add-on for Cheap Calls/Texts from UK .

Re: Massive charges for International call

Chris_B — Mon, 11 Jul 2022 15:07:44 GMT

@aimeespence-98 you will have to call EE customer services about this to see what can be arranged .

Re: Massive charges for International call

bristolian — Mon, 11 Jul 2022 17:45:54 GMT

@aimeespence-98 wrote:

I have just looked at my bill and it seems I have been billed £324 for a call to the Global Service Centre in Australia. I was redirected to this number through the UK Gov website and was not informed on the call that the Centre was actually based in Australia or that I would be charged

Whilst I sympathise, when you say you were "redirected to this number through the xyz website", I suspect this means that a website offered you an Australian phone number which you then dialled as a standard voice call from your phone.

I have Googled for "Global Service Centre" and the first result was https://uk.embassy.gov.au/lhlh/IMMI_contact.html - this does state on the 4th line "please call our Global Service Centre (GSC) located in Australia on +61 2 61960196"

As others have said, you will need to contact EE C/S to discuss this call charge, but it does sound validly incurred based on what you've explained. I would recommend you add the international call add-on that has already been suggested. That would substantially reduce your call charges for any international calls.

Re: Massive charges for International call

XRaySpeX — Mon, 11 Jul 2022 18:01:24 GMT

Yes, it wasn't a UK Gov website that gave you a Oz no. but an Oz Gov website.