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

[kaz951]

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.

[Christopher_G]

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

[bristolian]

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.

[kaz951]

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.

[Leanne_T]

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.