topic Re: Bill in Contracts & Billing

Bill

Douglas14 — Thu, 07 Mar 2024 09:50:13 GMT

My wife, an EE customer had a problem receiving text messages on her phone while abroad. EE couldn't immediately correct the error. The upshot was EE phoned me on my EE phone and instructed us what to do.

At the time I asked the EE customer services agent whether I would be charged for his calls. He told me, 'No, you won't be charged', but yet I now find have been charged.

Can someone from EE clarify tis for me, please?

Re: Bill

XRaySpeX — Thu, 07 Mar 2024 11:17:01 GMT

Where were you? You are not charged for receiving calls while in UK or EU.

Re: Bill

Douglas14 — Sun, 10 Mar 2024 08:05:24 GMT

I am in the Middle East.

Re: Bill

Christopher_G — Sun, 10 Mar 2024 08:20:46 GMT

Hi @Douglas14

Welcome to the community.

Yes, it's chargeable to receive a call from the UK when you're outside of the EU. The agent may have added a manual credit to refund the call. Is there any sign of that on the bill?

Chris

Re: Bill

Douglas14 — Sun, 10 Mar 2024 08:30:21 GMT

Thanks for replying. There was no manual credit of refund on the bill.

Re: Bill

Christopher_G — Sun, 10 Mar 2024 08:32:22 GMT

OK, thanks for checking, @Douglas14

I recommend speaking to our Mobile Care team so they can check your account and look into this for you.

Chris

Re: Bill

Douglas14 — Sun, 10 Mar 2024 11:25:35 GMT

Thanks, but how do I go about that, as I am still in the ME? Your link takes me to several options that require me to call them.

Re: Bill

Christopher_G — Sun, 10 Mar 2024 12:19:56 GMT

There's an international number to call on there to call from another phone or through a VoIP service, such as Skype, @Douglas14

Chris

Re: Bill

bristolian — Sun, 10 Mar 2024 12:41:50 GMT

@Douglas14 wrote:

Thanks, but how do I go about that, as I am still in the ME? Your link takes me to several options that require me to call them.

This depends how urgently you want to resolve this. If you want to attend to this whilst you are still roaming, then you will need to contact EE CS on one of their international numbers.

If you can wait until your return to the UK, you can contact them on 150 from your mobile.