I’m overcharged

[BartekL]

Hello , 

I noticed my recent bill is three times more expensive than I should pay. I call to Ee customer service to complain and they told me there is/was an error with roaming. I was informed also that my case needs to have a special investigation because of amount of money they overcharged me. It sounds quite strange , especially this EE mistake. 
Now, nobody from EE is able to tell me how long this investigation will take and how I will get my money back. 
I completely do not understand why it is such us difficult. 
Is anyone have idea how long this take and if I have to pay this high bill? 

thanks

[Peter_W]

Good afternoon @BartekL, welcome to the EE Community 😊

I totally appreciate it will have come as a shock if your bill has come in a fair bit higher than expected, and I'm glad to hear you've managed to get in touch with our team to query this. 

We don't have access to your account to check the exact nature of what's happened here, but occasionally we will need to investigate billing issues further so we can see how exactly you've been impacted, and the best course of resolution. 

If you've not had any updates and worried about your charges for this month I'd definitely get back in touch with our team, and they'll be able to say for sure on what's happening. 

Peter

[BartekL]

Thank you for reply. 

I contacted twice with support team but unfortunately They can not inform me about status of my case, which is apparently open for investigation from one week.  They don’t know how long I need to wait for final results. They don’t know when and how EE is going to resolve it. But the most important think is, they don’t know if the general problem with roaming is already fixed. 
so, I am going tomorrow abroad again (roaming is permanently added to my number) but nobody can assure me I won’t  be charge wrongly again. 

Sorry but customer service have totally zero information about it.