Roam Further - Errant charges

[GraemeMobile]

Hi there.

I purchased the Roam Further pass prior to traveling to the US, as I have done in the past without issue.

During this stay I received the expected message indicating Roam Further was correctly applied, but it was almost immediately followed by a second contradictory message indicating standard roaming fees were in effect.

Concerned I spoke to customer support from the US.

After multiple calls, having been cut off due to limits, I was assured that I should not be receiving any charges, roam further was correctly applied and I should contact support and request my bill be recalculated - all would be safely rectified on my return.

I was grateful for the peace of mind that assistance offered.

However since my return I am facing issues having this action taken.

I’ve been advised this is a known issue, but received no assurances or confirmation this will take place after a recent call to support.

I’d like to be proactive and avoid having to pay these charges and chase a refund, if the charges can simply be nullified before my next bill is created.

Ironically the only “roaming call charges”, approx £70 worth, are all to the support team re this issue!

Can anyone offer assistance or advise the best course of action to have this recalculation performed?

Thank you for any help you can offer.

[GraemeMobile]

For reference please see an attached screen of the contradictory messages received:

[Katie_B]

Good morning @GraemeMobile. 

Thanks for coming here. 

I am very sorry to hear this has happened whilst you have been abroad in the States.

For a billing recalculation this would be need to be submitted by our customer care team who have account access. 

If this has already been flagged, credits will be applied to the account to remove the incorrect charges. 

Our customer care team should be able to provide you with more information. 

Katie

[GraemeMobile]

I have contacted customer support 4 times on this issue.

First on my return, 23rd October, and once a week since.

This doesn’t include raising this post.

At every turn I have been advised my bill would be recalculated.

After nearly a month, no action has been taken, no followup received and I am fast approaching £81.34 in incorrect charges.

@Katie_B can you or another member of the team please offer assistance in this matter so it can be brought to a close before I am overcharged?

Your help would be much appreciated.

Thank you!

[bristolian]

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@GraemeMobile wrote:

After nearly a month, no action has been taken, no followup received and I am fast approaching £81.34 in incorrect charges.

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You're doing the right thing in contacting CS directly - I'd recommend you request they follow their escalation process.

Also consider raising a formal complaint in parallel.

[Linzi_H · Accepted solution]

Hi @GraemeMobile 

I'm so sorry that you've had to call us several times to try and get this rectified. I suspect the team is waiting for your bill to be produced. This is so all charges are visible, ensuring nothing is missed or pending in the background before it gets recalculated. Has the team advised this is the reason behind needing to wait for everything to be sorted?

If you're feeling unhappy with the whole process or the advice given, then just following on from @bristolian's advice, I would also suggest calling us and asking for your complaint to be escalated to the next level.

Linzi 

[GraemeMobile]

Hi @Linzi_H 

I was advised bill recalculation was handled by Head Office, and the delay was due to them being busy.

£81.34 has been overpaid today.

I’m disappointed this post has been resolved, yet my issue remains outstanding.

I’ll update once I speak to the team (again).

The question has to be asked why I was assured this would be resolved on my return without issue, but after multiple calls of 30-40mins each, and chat conversations stating the same, no action has been taken.

Very poor show by EE indeed.

This shouldn’t be so difficult, and the effort to have something this simple actioned so excessive.

[Linzi_H]

Hi @GraemeMobile 

I'm really not too sure why this has happened, but definitely call us as soon as you can so the team can put things right.

If you're unhappy with advice from our Guides or get no further forward, please ask to escalate this to a team leader. I'm disappointed there is still confusion with this, so make sure to ask what the next steps are.

Linzi