Double charged for eu roaming

[RonnieRocks]

My most recent bill included roaming charges for a trip to Italy. Some days were charged at £2.59 per day as I expected, but some days were charged at £5.18 per day. I called 150 and was advised that this double-charging is a known issue affecting lots of users and ee are looking into it, but they haven't figured out the problem yet, and they can't refund me the overcharged amounts until they have solved the problem - they said call back in a month if it isn't sorted by then. This sounds really dodgy to me. Overbilling and then taking weeks/months to give a refund is something dodgy companies do when they have financial/cashflow issues! I can't find any info about this issue on their website or on here - has anyone else been affected by this?

[XRaySpeX]

How many phones are on your bill?

[RonnieRocks]

Just one

[bristolian]

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@RonnieRocks wrote:

Overbilling and then taking weeks/months to give a refund is something dodgy companies do when they have financial/cashflow issues!

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Having a separate process for managing & tracking credits under a known issue is something quite common to large companies.

[KimH01]

Hello.

I’ve just checked my bill as I was charged double what I was expecting to pay for a trip to Greece (£5.18 per day) and so has my partner!

We’ll be in touch with EE in the morning.

Thank you for posting about this as everywhere says £2-odd per day!

[Buddy1010]

Hello,

Thanks for posting about this! It also happened to me this month - double charged for 4 of the days I was in Greece. I called EE who also said this was a known issue, but that it would be automatically credited to my account in the next 1 - 2 bills. The lovely operator I spoke to said he had escalated on my account too.

Hopefully yours is credited back automatically too! 

[Ben01635]

This has been going on for years on my account, so don't expect a resolution any time soon! - I've been with EE for 3 or 4 years now and every single trip abroad during that time I have been double charged on random days throughout the visit. A year ago I actually purchased a roaming package as I thought this might help - They double charged me for roaming on top of the pre-purchased package! - They do always re-credit the bill now (I think because I tell them this happens every year so they know I know the process, but the first time they did give me the spiel about a known problem, but after a month I said it wasn't acceptable and they did refund).
I honestly believe EE have no desire to resolve this problem, as I'm sure the vast majority of customers don't check and just pay the extra charges without realising. They must make a tidy profit from this and so it's just cheaper to refund the customers that do take the time to call. 
I've raised official complaints and gone through Ofcom - Nothing happens. I'd leave if it wasn't for the network coverage in the UK being so much better than other providers. Instead I just know that every time I go away I'll need to check the bill, dispute it and get a refund. - I'm convinced it's by design.

[XRaySpeX]

@Ben01635 : OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .