Charged while using Roam Abroad Pass

[BexiG]

I'm currently in the US and have the Roam Abroad Pass activated. There have been no problems with making or receiving calls until today. I called a UK mobile and was charged international rates. Luckily, I had a £30 spend cap, so the call cut off once I hit that. Why have I been charged for calling a UK mobile number? This has never happened to my knowledge.

[bristolian]

On the face of it, this sounds like a billing error. The only thing to check is the prefix you were calling - and/or which network the called party was on.

This is to rule out Channel Islands or IoM numbers, which have UK dialling codes but are not UK numbers.

[XRaySpeX]

Even so, the CI's & IoM still count as in the EU & thus inclusive.

[BexiG · Accepted solution]

I ended up calling today and found out there’s been a billing error for 1000s of EE customers using the roaming pass in the US at the moment. My money should be refunded in a couple of days. 

[Dezmondo]

I had the same issue this week. Phoned and was told they were unsure why, and a credit would be applied to my account - which I'm yet to see online.

Did you get a refund?

[Leanne_T]

Hi there @Dezmondo 

Thanks for coming here 🙂

Once a credit is added to your account, this would show on your next month's bill. 

If this is not showing or you would like to check this has been added, please give us a call on 150 🙂

Leanne.

[BexiG]

They said they were processing a refund but I was charged £88 for my bill. I don’t see a refund for next month’s bill either yet. Only more charges because I called the U.K. number to get hold of them. So, it seems like I’ll have to contact them again. 

[Michael_D]

Hi @BexiG 

Have you had a bill created since you spoke to our guides?

If they have applied a refund, it would show as a credit on the bill first of all, but that would only be visible when the bill is created.

Michael

[nic118]

The same thing happened to me, and I only realised it when going back through bills and noticed I'd been overpaying. I phoned them up, and they are refunding me. It's a bit scary that they can make a mistake like this and need to rely on people phoning up to get the refund.  

[BexiG]

Glad you’re getting a refund. I’m glad I have a £30 spend limit and that’s what alerted me to the fact I was being charged for something I shouldn’t be. I actually looked at my direct debit and they’ve refunded the £28 even though my bill shows no refund.