Charged for 01793 number when roaming

[Deansoer]

so Just back from Greece, have got roaming as an add on, and then i see that I have been charged for calls to a UK number in Swindon - Nationwide Bank - which I had to do as they had sent me a message regarding suspicious activity on my account

EE say its a premium number - its a 01793 number 

Been a loyal customer for many years but this has just hut hard and find it unbelievable that you would treat customers in this way

Now looking at alternative suppliers

[bristolian]

Your post has been split off from the unrelated thread you'd added to, into its own thread.

Where or how have EE said that 01793 is a premium number?

Have you been billed correctly for other roaming calls to UK landlines?

[Deansoer]

only made the calls to Nationwide, just been told its  a known issue with EE and I will get a refund ??

they said that some banks numbers are premium !! so dont fall under roaming even though it was an 01793 number I dialled not an 0800 

seriously tested my patience and will be shopping around for better deals

[bristolian]

This is the point I'm driving at though - can you be specific about whom or what has told you that 01793 is not a UK landline number?

I don't think this is the answer, but it could easily be "Dave from down the pub" who's told you - because you've not said otherwise.

If it was EE-staff, then you have cause for complaint - but I am having to assume this, in the absence of clarification from you. And you will probably find that calling back and speaking to someone else, elicits a more helpful answer.

[Deansoer]

it was EE staff, who I contacted when I saw my Bill, they have just informed me that its a known issue and will be dealt with

[bristolian]

Thanks for the confirmation. Although in your first post you said you'd been told it was a premium-number, in subsequent posts you've said that the agent advised that this was a known issue, and that you will get a refund.

It's standard practice that where there's a known billing issue, that cases are raised from frontline-CS-bods into an offline team who then calculate & track credits. It sounds like that's what's being offered to you.

So where does the premium-rate comment fit into this? And what makes you concerned about follow up?

[Deansoer]

sorry, not sure where you want me to go with this

I got  a bill and noticed that extra charges were on there

I questioned these and was told the number I had dialled was premium, even though it was a UK landline

I then raised a complaint and after a few days back and forth they have just said its a known issue and that I will receive a credit, so as far as I'm concerned that part is over - I will reconsider EE when my contract is up

[bristolian]

I'm not sure what help you're seeking here, other than to potentially have a rant - which is fine, but no response is therefore needed.

Now you've provided a full account of your issue, it sounds like all the advice posted thus far has already been followed & CS have done everything they should have done - although some of it was second-time-round after you followed the complaints process.

All providers have billing issues from time-to-time, and processes are in-place to deal with them. Those processes differ depending whether single users are affected, to whether multiple ones are. You're quite free to choose whichever network suits your needs, but please don't think that any particular operator is more or less immune from billing issues than others.