During May this year I had a week in Lanzarote with my family. Three of us have sim only contracts all under one account, the other person also happened to be an ee customer. Before arriving in Lanzarote, I increased the spend cap from £0 to £20, to enable me to buy three roaming add on’s. On arrival all four people received the welcome text and link to buy the add on, however for the three phones all under the one account it wouldn’t allow the purchase; it stated there was already data available. The fourth person was able to buy a 7 day add on.
in the end I decided to take the hit and spend the £2.59 per day, per phone. On returning to the uk, I returned spend cap to £0. My assumption was that worst case i would be charged £20 x 3 for the privilege of using the phones; but no! One phone was correctly charged the £2.59/day, but the other 2 were both charged £5.18. /day!
Having rung ee, I was advised they’re aware of this doubling issue and I ‘should’ get a refund in due course. But that aside, why wouldn’t the system let me purchase the add on and why didn’t the spend cap protect me?
Where do I go to get answers to these questions?
