topic Be very careful when adding roaming packages - I've been overcharged in Contracts & Billing

Be very careful when adding roaming packages - I've been overcharged

kaz951 — Thu, 29 Feb 2024 15:15:56 GMT

I recently travelled to a country with very high data and call charges so decided to go for a roaming package. The package was for 120 minutes for £26.00.

I added it onto my account about a week before I travelled and then checked my account a couple of days later to check that it was showing. It was not. I added it again.

Turns out that it was added twice but my account did not show this. This has meant that I actually purchased 240 for £52.00. I have raised this and complained that I have been overcharged and been told, tough. Basically no refund, go away.

As a new customer to EE, not impressed so far and will be looking into moving elsewhere.

Re: Be very careful when adding roaming packages - I've been overcharged

Christopher_G — Thu, 29 Feb 2024 17:03:39 GMT

Hi @kaz951

Welcome to the community.

I'm not sure why that add-on wouldn't show, if it was active on the account. How many minutes did you use?

Chris

Re: Be very careful when adding roaming packages - I've been overcharged

bristolian — Thu, 29 Feb 2024 17:09:37 GMT

If you have been charged for the bundle, but a billing error prevented it applying, you seem to have valid cause for complaint.

The complaints process allows for escalation to external arbitration if necessary.

Re: Be very careful when adding roaming packages - I've been overcharged

kaz951 — Fri, 01 Mar 2024 08:29:38 GMT

We were really careful to not go over the 120 minutes. When I checked my bill, the add on appears twice with a couple of days difference. Apparently you could keep adding it and the minutes will increase, so basically, I had purchased 240 minutes of roaming minutes. I did not know that was possible.

Re: Be very careful when adding roaming packages - I've been overcharged

Leanne_T — Fri, 01 Mar 2024 09:27:25 GMT

Morning @kaz951

Thanks for coming back to us.

I would suggest getting back in touch with our mobile guides to see if they can help you further. You can find ways to raise a complaint in our Make a complaint (ee.co.uk) page.

Leanne.