Charged for calling a Spanish mobile when EU roaming is included in my plan

[venetas]

I've noticed an issue on my latest bill where I've been charged for calls to a Spanish mobile number, even though my contract explicitly states that I can use my phone's calls, texts, and data allowance while in Spain.

What's particularly concerning is that I've called this number multiple times during the billing period. EE support confirms that calls to the number starting with 0034649XXXXXX should be free of charge, yet calls to 00649XXXXXX are being charged.

1. It seems the EE system has started treating the same number differently. I've always dialed it with the country code as 0034649XXXXXX, and now it appears the system is misrecording the same number.
2. When I try to dial 00649XXXXXX from Spain, the number doesn't even exist, yet my bill claims I made calls to it totaling 70 minutes (!).

Has anyone else experienced something similar? How long did it take to get this resolved? 

[MarkC63]

Indeed, in fact not only are 'in country' mobile and landline calls inclusive when roaming in an EU country, but also calls to any other EU mobile or landline.

Every year I attend a trade show in The Netherlands, I make quite a few calls to not only NL mobiles but also colleagues from other EU countries. Never been charged a penny, they have all been inclusive.

Sounds like EE are really losing the plot now.....

[Caroline_45]

I've written to the guy who spoke to me to ask for clarification... will post something when I hear back.

[venetas]

I logged a complaint with EE for another month and they called me to explain again that this is an issue that has taken them long to fix, which we already knew. I start wondering if they’re even willing to fix it. 

What stood out to me though was that the representative who called me mentioned at least 3 times that I’m free to switch to another provider if I’m not satisfied. This is not the kind of response I would expect from a company I’ve been loyal to for over 10 years. 

[MarkC63]

Well, you're only free to leave if you are out of contract, otherwise there are Early Termination Fees

I'm inclined to negotiate an early release from my contract, given the issues I've suffered, but quite honestly I have no confidence EE would process the arrangement correctly. 

I'll sit out the remainder of my contract, and leave via an SMS request for a PAC

[XRaySpeX]

---

@MarkC63 wrote:

Well, you're only free to leave if you are out of contract, otherwise there are Early Termination Fees

---

Not if EE offers to freely let you go as is the case for the OP.

[Caroline_45]

EE just rang me. Mobiles are included in roaming, as you all thought. I was charged because of the ongoing issue with their systems.