Don’t use EE in Malta

[Idiots]

My son went to Malta for 2 days and I have just been hit with an £8k phone bill. I called EE and they said that there is something wrong with their billing system. My phone and my kids phones have been cut off twice today as I am over my credit limit despite being told they have fixed the issue of being cut off and now the office is closed. EE, you really are appalling. The worst customer service ever. 

[dipitin]

I also woke up to a text yesterday from EE telling me about extra charges… of over 19k.

Like everyone else, I just came back from a trip to Malta.

Took over 30 mins on the phone to get a semblance of piece of mind. First I was told to wait for the bill just to make sure, which isn’t good enough support - I have 19k hanging over my head and being told to wait and see? Horrendous support. After escalating the call, I was finally told that multiple customers that had gone to Malta are reporting the same and that this is an “IT issue”. Told not to worry… probably.

Did get them to message me confirming I will not be charged 19k for data usage while in Malta, but it’s still not good enough. I was also not told to cancel my DD, unlike others here. Official communication seems to be all random here.

I want those 19k erased from my account entirely, and I want it ASAP.

This is a terrible way to handle business and they should be communicating with customers NOW.

Imagine what this is doing to people - in a time of financial worry and being told by a large corporation that you own them thousands/tens of thousands…

[Simplersimon]

That’s terrible, must be a record amount though? I hope more people affected by this eventually find these posts, while I’m sure they’ll be rightly outraged, at least there’s the relief when you realise it wasn’t  a scam?
I’d encourage everyone reading this to register and post, informing us all. Looks like this was an issue back on the 11th May from an earlier post? Can anyone go back any further? 
Why did it come to a head yesterday with text messages and blocked phones? Was that for everyone or just a few? 
EE are open on 150 if you want to call them? 

[Idiots]

I spoke to EE this morning to get reconnected again (5th time in 24 hours) and the EE person told me that he had spoken to a customer yesterday that has received a £150k bill. Makes my £8k bill seem rather small! 

[_MrR_]

It probably is time for EE to make some kind of statement on this issue. 

Logic tell you it's clearly a glitch but a statement even highlighting awareness and a "we're working on it" would re-assure most people.

The reality is 

- Malta is in the European Union

- Pay as you go and older contracts get roaming there for free

- Newer contracts pay £2.29 per day to roam there

So bills of thousands are clearly an error, its unfortunate that people are being impacted where service is being disconnected. You would have expected front line customer care to be better set up to handle these kinds of queries.

[Seanyc1]

We were in Malta end of April, got back on 29th April was only yesterday that the phones were blocked! 

[1001WMH]

Me too - £9,545 after four days in Malta! Reported last night when phone was suspended - this morning no action taken at all. Website down this morning, now on hold being tortured by their hold  music. Utterly pathetic. 

[Seanyc1]

Try messaging through the app! I got straight through within minutes at 9.30 have been told phones will be reconnected in 2 hrs 

[Ruthiesteve]

Ive also sent messages to EE on twitter and face book about this this morning but no response to either as yet

[Simplersimon]

I was told yesterday, the first time , that it can take 24hrs? However, when I called the payment line, or rather when my phone diverted to it, it stated that if you pay your bill it takes about an hour. 
I think reconnecting should be quite quick? But perhaps turn your phone on to airplane mode then back off? 
It’s not the bill amount that worries me, it’s the automated disconnect that hangs over my phone and the other phones on my business account. It was embarrassing having to communicate the news about blocked handsets to my staff, didn’t want them thinking I can’t afford to pay my bills. 

[Ruthiesteve]

Just had a private message sent to me asking for my phone number and account number on tbis Community site, im guessing this is someone trying to get personal data, has any one else had this?