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. 

[Ruthiesteve]

If you check your online account bills section it will tell you how much the charges are

[BrummieGaz]

Doesn't show anything for some reason, although an agents just told me I'm over my credit limit by £12,826.26, trying to get them to turn the lines back on, next bill isn't due till the 9th so could be a long month if they don't fix it quickly

[Ruthiesteve]

Ive just had a message from EE to say my account has now been credited with the £3000+ i was charged, it will still show on screen but will come off my bill when it is produced next week. What a relief

[BrummieGaz]

The agents telling me its an ongoing maintenance issue and the issue will be resolved in the next 48-72 hours.

[Simplersimon]

Have they put your phone back on yet? I’m still waiting for the call back from a manager they offered me on Saturday 

[BrummieGaz]

Yes, promised me it wouldn't happen again, the app no longer shows my accounts suspended so that looks good, found out I owe the over £16k for 4 days in Malta, I'd recommend chatting to someone on the app, got it sorted in half an hour, the call centre staff I spoke to this morning obviously knew nothing about it as they couldn't see the massive charge sitting on my account

[nitrokev]

I'd assume you all have a good case for compensation especially if you were cut off and it affected your holiday, I know I wouldn't be taking no for an answer

[Mugginz444]

We got back from Malta on the 18th April, only alterted to the charge and got cut off on the 13th May. Bill came to over £25k. Called up multiple times, got something different each time, ultimately they have no clue and we have to wait until the 26th to see when the bill is generated...

[Simplersimon]

So is your phone on? It’s disappointing that EE don’t seem to be getting to grips with this by now, in that people are being told different things? Some have been told the amount is wiped some have to wait and see? 
I’ve cancelled my direct debit, I have no confidence that they won’t try and take any monies owed. 
It’s interesting that Saturday 13th was the ‘cut off’ day for many? 

I’m calling Ofcom when they open at 9am

**** *** ****

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[Colinbrooks11]

I was in Malta 3 weeks ago and the same has happened to me as the rest of the people on here … £5k charge and disconnected on the 13th. I went into my local EE shop yesterday and they were actually very helpful. The manager phoned someone at EE in Derby who I then spoke to and they had me reconnected within 15 mins.