Missold roaming

[Monika19852]

Due to nobody contacting me in 72 hrs as was promised, I rang EE today to discuss the outcome of the complaint no 23031505. The recorded calls were supposed to be listened to in order to decide the outcome, however the person I spoke to from EE today said that the outcome was only based on the notes from the system, not directly from the recording. I believe that the roaming has been missold to me and created over £600 debt over 2 days. Even the supervisor confirmed that this was due to some lack of geografical knowledge of the EE staff (5 staff!)  EE is not  willing to assist. I am waiting for a  copy of a deadlock letter and the recordings of all calls requested under the GDPR.

[XRaySpeX]

This user discussion group would know nowt about your complaint but if you would care to explain your issue with roaming costs we might be advise you accordingly.

[Monika19852]

I bought 30 days worldwide  roaming over the phone (for around £25) and regarding to the sales person the roaming package should work in Bahamas which I visited for 2 days. As soon I arrived the roaming stopped working. I set up £0 active cup on my account before the travelling. I have still been able to  ring EE, I spoke with about 5 people and they asked me to reset the phone, change the network settings etc. Rang me back etc.  In total I spoke with them for 2.5hrs. At the end they apologised for a lack of geographical knowledge of their team members and they have been ok for me to get 2gb of the roaming and they will cover the cost. What was my surprise when I got a message that my bill will be £620 higher than normally due to the Bahamas’s roaming cost for 2 days! £250 for the calls only with EE, and £380 for using less than 2GB internet! I rang EE to clarify, they promised to check the recordings of the calls and call back in 72hrs and his has not happened. I have been informed today that they not going to listen to the recording of the calls (they even confirmed to me in writing that they will listen as a part of the complain investigation) and they told me that they are not going to change the mind and I have to pay the full bill!

[XRaySpeX]

Yes, you were missold! The £25 pm Roam Abroad Pass is not operative in the Caribbean despite what the 1st agent told you. Instead you would've been paying the charges or buy roaming add-ons as set out in https://ee.co.uk/help/mobile/roaming/roaming-costs/countries/thebahamas.

By rights your complaint should be upheld & you should get a considerable refund.

[Monika19852]

They only offered £50 contribution towards the bill …

[XRaySpeX]

If it's not resolved you can escalate it to ADR.

[Monika19852]

I will, definitely. I spend so much time all together to deal with it, so I won’t give up now. Thank you!

I always had a very good opinion about the customer service in EE - till now to be honest!

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & hope it soon gets sorted.