Mis sold contract, roaming charges not as agreed

[Matt409]

Hey everyone,

need some advice as I recently changed my contract, and after agreeing to get roaming included (as it was prior to my upgrade) I am now being charged a daily rate, even though this was explicitly agreed during the very needlessly painful and basically rude contract negotiations. It was made explicitly clear that due to my work, I regularly travel and this is a pre-requisite. I was informed that the line that mentioned roaming meant European roaming was included in my contract but this is not the case.

does anyone have any similar experience or approach that might be of use to me here? having been with ee 20 years, I thought they might have been shown a bit of loyalty with me.

Thanks

[Chris_B]

@Matt409  have you check what your contract actually includes ?  if you’re looking at your account and you see the £2.47 daily roaming charge this is a standard add-on that is automatically apply to all accounts regardless if you’ve got a roaming add on within your contract. 

[Matt409]

Hi Chris,

that’s what I though - in my contract agreement it’s got a value £0.00 next to it, which is what I took as it was zeroed off as per agreement/discount etc. but it’s since been charged on my bills - the £0.00 was explained to me as no cost roaming option and that’s why I agreed to the contract!

thanks

[drzia]

Hello,

Could you call 150 and talk about it? Sometimes, they forget to add that in the contract. I had the same experience, and they added it later on. You should have an email/contract copy mentioning the Roam in EU add-on.

Thank you.

[dk29]

Hey, they did exactly the same to me. I would say report them to the Ombudsman, this is what I did. Maybe if we all start reporting them, eventually they will stop practising these unlawful tactics they use to increase their sales.