Charged for ROW call on Full Works plan

[Whitty226]

I wonder if anyone can help me?

I've got the iPhone Full Works plan, and have recently been in Canada, where I believe all my calls within Canada should be covered. However, on my most recent bill I've been charged for a call to a North American number (001), to a hotel I had stayed at.

I've spoken to an agent at EE, and they are claiming that it might have been a premium rate number, but there is no way they can tell (they've managed to charge me like it is, however!). I explained that it is the number of a hotel, and it's a regular phone number, with the local area code, not a premium rate number, but they are refusing to budge.

I made the call by clicking on the number in the hotel's google listing. Would this have caused an issue? Or should I go back to EE and push this back again?

Thanks for any adive.

[XRaySpeX]

Go & complain. ou can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[bristolian]

Was this the only call to this particular number on this trip/bill? And if not - were other calls charged or were they flagged as inclusive?

Others will be more sure of this, but I'd have a suspicion that although in-country calls are certainly inclusive with a roaming pass, the same may not apply to "in-zone" calls, as if you're in Canada but calling a US number... I'm not so sure that would be inclusive. Hence asking whether this is the only call to this number on this bill.

[garybs29]

I'm thinking it could be a correct charge & when you are in Canada it doesn't mean calls to canadian numbers are free. As i understand it roaming is using your allowances like you're at home so a call to a non UK number is chargeable

[ukms]

My understanding is …. When you roam on full works plan. The inclusive calls are either within the country you are in or calls back to the UK. The text you received when landing should make this clear. So if the call you made was to a US hotel then the charge was correct, if it was a Canadian hotel it should be included. Im currently in the USA and it’s clear in the text that the inclusive calls are within USA only regardless of whether Canada and USA share a dialling code.  

[Whitty226]

Thank you! That's what I have done. It happened to my partner too (getting charged for random calls), and they got the same brush off too. I will encourage them to file a complaint too.

[Whitty226]

It was the only call I was charged for, and was made withing Canada to a Canadian landline number. My partner has been charged for a couple of random calls too, and is getting the same brush off from EE. We shall both be filing a complaint.

[Whitty226]

It was call made in Canada, to a Canadian hotel. And like you say, should be included. But EE think otherwise. I'll be raising a complaint.