topic Extra Charges I have Never Used in Contracts & Billing

Extra Charges I have Never Used

carlstarus — Sun, 24 Dec 2023 14:17:39 GMT

Why am I being billed for Extra Charges I have never used? I have been in the Caribbean for six months and billed for Extra Charges for the past couple of months. I have only once used my phone to make or receive phone calls here, and after getting the bill, I never did it again. I hang up whenever a call comes in.

I have ONLY ever used Wifi to talk to people. These charges do not make sense to me.

Re: Extra Charges I have Never Used

BrendonH — Sun, 24 Dec 2023 14:21:37 GMT

Have you turned voicemail off?

If it goes to your voicemail this is classed as it connects to you and are charged for it

Re: Extra Charges I have Never Used

bristolian — Sun, 24 Dec 2023 14:22:59 GMT

How are the extra charges described on your bill? Post up a picture of the bill (with personal details redacted) if it would help.

Only yourself & EE CS have access to your specific account to view the bill, but other users on here could advise with a screenshot.

As a general point, what do you mean by "hang up whenever a call comes in"? Do you mean you answer the call, because that would be chargeable. If you reject the call direct to voicemail without answering, that shouldn't normally incur charges.

Sight of your bill would help advise.

Re: Extra Charges I have Never Used

BrendonH — Sun, 24 Dec 2023 14:25:25 GMT

@bristolian if it does indeed go to voicemail it does incur charges there has been several instances in the past stated on this forum

Re: Extra Charges I have Never Used

bristolian — Sun, 24 Dec 2023 14:31:23 GMT

The call setup procedure was changed many years ago, resulting in only answered calls leaving the UK for billing purposes. Any unanswered call abroad should not "leave" the UK and thus not incur charges.

I have never seen documented evidence of the opposite being the case.

Re: Extra Charges I have Never Used

Chris_B — Sun, 24 Dec 2023 15:10:42 GMT

@carlstarus Can you please explain you only ever use Wi-Fi to talk to people, what service are you using for that.

Re: Extra Charges I have Never Used

BrendonH — Sun, 24 Dec 2023 15:13:59 GMT

Missed that part.

If you are using WiFi calling but using the native phone app then these will incur charges.

If you use apps like WhatsApp over WiFi then this wouldn't be charged

Re: Extra Charges I have Never Used

carlstarus — Sun, 24 Dec 2023 19:24:29 GMT

This is w3hat I got from EE. Thanks for helping.

Re: Extra Charges I have Never Used

carlstarus — Sun, 24 Dec 2023 19:30:33 GMT

I used Whatsapp only.

Re: Extra Charges I have Never Used

carlstarus — Sun, 24 Dec 2023 19:33:35 GMT

Actually I jst looked at this again... It says calls roaming INSIDE EU. I have NOT left this island in 6 months.

Re: Extra Charges I have Never Used

bristolian — Sun, 24 Dec 2023 19:34:38 GMT

The screenshot contains mobile numbers so won't be approved for public view. Is the UK mobile ending in 843, your number?

Which country were you in at the time? These appear to be for roaming voice calls, but within the EU these are covered by a daily £2.29 charge rather than the £2.34 itemisation shown here.

Re: Extra Charges I have Never Used

carlstarus — Tue, 26 Dec 2023 10:30:55 GMT

Hi bristolian, I have removed the numbers to upload it again. I was (still am) in the Netherlands Antilles (Caribbean). So, there is no way these calls could be from the EU. And even more surprising, for the past few months it's always EXACTLY the same total amount! 10GBP.

Re: Extra Charges I have Never Used

Chris_B — Tue, 26 Dec 2023 11:00:06 GMT

@carlstarus When is your monthly reset date ?

Re: Extra Charges I have Never Used

carlstarus — Tue, 26 Dec 2023 11:16:44 GMT

Hi Chris_B, my next bill is on 23 Jan 2024.

They have started overcharging in October 2023. Before that, the amount was normal. 10 GBP/month.

Re: Extra Charges I have Never Used

XRaySpeX — Tue, 26 Dec 2023 11:52:18 GMT

£2.24 / min is the call rate from the Dutch Antilles. It is not in EU.

Re: Extra Charges I have Never Used

carlstarus — Tue, 26 Dec 2023 12:18:48 GMT

So I am being overcharged, right?

Cheers,

Carl

Re: Extra Charges I have Never Used

bristolian — Tue, 26 Dec 2023 14:05:16 GMT

At the very least, if you're not in the EU but you are being charged for "roaming inside the EU", you are the subject of a billing quirk.

Billing issues should be reported to EE CS on 150. If you are currently abroad, you can try using +44 800 0798586 from a web-calling app such as Skype, but otherwise the call will be chargeable - EE is a UK-based company and doesn't publish local free numbers in foreign countries,

Re: Extra Charges I have Never Used

XRaySpeX — Tue, 26 Dec 2023 17:20:05 GMT

@bristolian wrote:

At the very least, if you're not in the EU but you are being charged for "roaming inside the EU" but at outside EU rates, you are the subject of a billing quirk.

Re: Extra Charges I have Never Used

carlstarus — Tue, 26 Dec 2023 20:54:10 GMT

I can't really "call them from here" without incurring astronomical charges on my phone bill. Which is why I disabled data roaming and mobile calls on my phone. In fact, I left for holiday BEFORE the new data sim arrived at my home in the UK. So I couldn't even use data roaming if I wanted too.

Re: Extra Charges I have Never Used

XRaySpeX — Tue, 26 Dec 2023 21:06:09 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.