Free calls to Ukraine

[Waggy1971]

I have a Ukrainian living with me and got her a contract phone as the calls to Ukraine were free as of Feb last year when the war started. 

A week ago I get a text saying my next bill will be higher than normal due to extra charges and when I went to look there were charges for calls made to Ukraine over the last 2 weeks..

I called and after an investigation I was told that EE have changed the way they do the billing and that it will be automatically deducted from my bill when it's posted...

2 days ago I get another text.. and extra charges taken me over my credit limit and phones have now been blocked

During my second phone call noone knew what was happening with free calls.. I have not received any notice of any changes and now have no phone access and extra charges of over £1000. 

Does ANYONE  know what is going on in EE? I have raised this as a formal complaint but I can only imagine if this has changed without warning hundreds, if not thousands of people are getting into serious trouble right now with extra charges .. 

Never got a call back from EE regarding the and was told to 'wait and see what the bill looks like when posted'

If someone could tell me what is going on? As I'm seriously considering going to the press about this disgraceful service

[Chris_B]

@Waggy1971  Before you do anything make sure that all these calls are to Ukraine.  You don’t want to find out that some of them are not calls to Ukraine.    Any call that’s not covered by calling Ukraine will have to be paid. 

[Katie_B]

Good morning @Waggy1971. 

I have had confirmation that calls to Ukraine at this moment are still free for EE customers. 

Has any current charges been removed from your EE account to remove the credit limit block?

I understand how frustrating this must be and would love to help get this resolved for you.

Speak soon, 

Katie

[Waggy1971]

Hi Chris yes they are all to family in Ukraine

[Waggy1971]

When I called before getting cut off they said I had to pay over £300 or I'd be disconnected.. I refused as as far as I'm concerned I haven't incurred any charges.. hence now been cut off.. i have filed a formal complaint and will probably be seeking compensation now.. hard enough that people had to leave their homes during wartime, but then being unable to contact family now back home to male sure they are ok is totally unacceptable.. and I woukd have understood if yiu were going to discontinue it, but then I would expect to be notified in advance

[Katie_B]

Hi @Waggy1971. 

This has not been discontinued and you should not be receiving charges. 

I am sorry to hear that this has stopped you being able to contact your family. 

Please give us another call so our customer care team can look into having the charges removed and the cap lifted so you can continue to make calls. 

Katie

[Waggy1971]

I have called twice and wasn't resolved and cannot make any calls even to 150

[Katie_B]

Are you able to try use our live chat service that can be found on this page HERE @Waggy1971?

Katie

[Waggy1971]

Tried they said it was only free calls for 15 to 20 days and then cut me off... been calling for a year with  o charge.. does anyone there actually know what is going on?

[Katie_B]

Hi @Waggy1971. 

This is definitely still covered I have checked with the relevant department and should this change customers will be notified. 

I am sorry to hear the chat ended, are you able to start a new chat?

Katie