why are you charging me for roaming in USA when I have inclusive add on

[whydoidothis]

today (23 October 2024),  you send me text messages saying i reached my £50 limit but I have roaming inclusive.

i also notice people in UK are also having problems with their limits being met when they haven't even reached their limits.

what is going on?  I have removed the cap as need my phone to be working but as i have inclusive roaming to USA, how are you going to sort this out.

[whydoidothis]

today (23 October 2024),  you send me text messages saying i reached my £50 limit but I have roaming inclusive.

i also notice people in UK are also having problems with their limits being met when they haven't even reached their limits.

what is going on?  I have removed the cap as need my phone to be working but as i have inclusive roaming to USA, how are you going to sort this out.

this is really frustrating.

[Chris_B]

@whydoidothis  can you please post a picture of this inclusive roaming shown on your account.   Just remove any personal information first. 

[whydoidothis]

thanks. here it is.

[Peter_W]

Thanks for sending that over to us @whydoidothis.

Welcome to the EE Community too!

Are you still able to use your services at the moment?
Also if you try sending a text with AL to 150, does this mention the same £50 charge?
Peter

[whydoidothis]

thank you. 

it says current charges are £40.79 and this shows for the roaming i have done so far in USA.  

it has charged me for calls back to the UK which it shouldn't be charging me for calls to UK landline and mobile phones.

can someone please look into this as I am out in the USA for another 6 days and I need to be able to make calls back to the UK, so don't really want to then get back home and have to discuss a large bill for something I should not be charged for.

thanks.

[whydoidothis]

Hi there. this was my thread which I started and I have been charged for calls back to the UK from USA. 

I have always had the roam abroad pass.

can someone please sort this out. I am going to be in USA for another 6 days and need to continue making my calls back to UK but I don't want to then get a bill running into hundreds of pounds for something that is included and have to then sort out on my return.

[Linzi_H]

I know you'll be eager to get this checked out @whydoidothis, and an explanation as to what's going on.

We don't have any account access here I'm afraid, but if you call us directly our team can review any charges you're seeing.

Linzi 

[whydoidothis]

And when trying to call you on +447953966250 as shown on the text messages that get sent out to customers the number doesn’t even work. 
it really is frustrating to have to deal with this due to some very poor communication and wrong info from EE. 

 

[whydoidothis]

And when calling the number on the link you gave fails all the time.