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.

[jane27091]

That's reassuring to hear.  Fingers crossed they refund all customers that have been billed in error. 

[_MrR_]

I have been impacted by this as well on a recent trip to Greece. I have a newer plan with the Roam Further bolt on as part of my plan. 

When in Greece, I called a local number in Athens to make a restaurant reservation. That 37 second call cost me £0.89

It was only a very short weekend trip this time so didn’t raise it to EE as it’s only 89p but am now thinking do I need to in order to ensure this doesn’t happen again?

Has something actually been fixed on impacted accounts or just a billing credit added. If we’re confident it’s a blip thats been fixed, I’ll hold off on raising it. 

[Katie_B]

Hi, 

If you have received any charges on your account that you believe to be incorrect, I'd recommend giving us a call a so our customer care team can investigate this for you. 

Katie

[jane27091]

It's the next day and still no amended bill. If this issue has been ongoing for so long why has it not been fixed??? I will have to make yet another call to 150 and explain it all again. There's no way I am paying my bill as it stands. It's not good enough. Once this issue has been resolved I will be looking for another provider who can offer a better service 

[cooperman247]

No refund except a promise that the next bill will show the refund. In the mentime, I have to py the full (wrong) amount .So that means taht EE get more of my money due to their mistake. I might raise an invoice to them charging ineterst and a houlry ate for my time spent having to sort it out.

[jane27091]

I can confirm that I rang and spoke to an advisor on Thursday. He filled in an online web form and said to allow 72 hours. I had already cancelled my DD. I would advise you to do the same. Yesterday I received a text saying the refund had been applied and I owed the balance..I have just been online and paid what I owe on my credit card and reinstated the DD. Contact your bank cancel the DD before the money is taken is my advice. I have to say the 4 advisors I spoke to were very helpful and were all aware of this problem. Good luck with resolving your bill. 

[bradleyjm]

I know this probably doesn't help, but thought I'd share.

Was in the U.S, lucky enough to go to both Tampa and New York in August.

In Tampa I was able to use Verizon, which had impressive 4G/5G speeds and was able to call without being charged extra, note I had the Roam Abroad Pass. When I got to New York, the problems were endless.

Every time I'd make a call on AT&T, I'd be told to increase my spend cap, and the call simply drop to 2G and not connect on T-Mobile.

Granted, I was only in New York for a short time so wasn't a massive deal, but called customer service to basically say however, was still ridiculous none the less.

So basically, I had to pay to make calls that should have been included in my package.

It's alright for EE to say 'claim a refund', which I did, but that was an extremely painful process in itself.

Please sort it out - it's been going on long enough..