Extra charge on my bill

[Oxana11]

I have called EE from EU country and have now been hit with the 19.14gbp extra charges on my bill. I was calling customer service and have got EU pass included as part of my plan. Also the call was regarding a not working EE router. How do I refund it? I am currently abroad and cannot call EE and it seems that live chat function is no longer available?

KR,

Oxana

[Katie_B]

Hello @Oxana11. 

Thanks for coming here. 

What plan are you currently on and was this taken after 7 July 2021?

If you have a plan with Inclusive Extras do you have the Roaming Pass selected? you can check this by logging in to your EE app or EE account online. 

I would also recommend checking your welcome text as this will confirm if you are required to purchase a pass to use your services whilst abroad. 

Speak soon, 

Katie

[bristolian]

To be fair here, according to https://ee.co.uk/mobile/international/roaming-contacting-us-from-abroad ,....

If you have a bill showing charges for calling this number, that appears to be a billing error. However, the published number is quite often +44 7953 966150, I'm not sure if the same zero-rating applies there.

As regards calling EE-CS whilst abroad, the same theory applies here. I would question whether the issue is sufficiently urgent to warrant calling from abroad (about a billing error that potentially would also affect the querying call), versus waiting for your return to the UK.

[Oxana11]

I have the roaming pass included yes and received the message that I have the same free allowance as in the UK

[Oxana11]

I am currently outside the EU so cannot call them and wanted to message or email but unfortunately again not possible anymore as the live chat messaging is not available anymore and there's also no email address either. Very disappointing....

[bristolian · Accepted solution]

You can contact EE CS from any working phone anywhere in the world, if you want anything resolved urgently.

But the call should only be free from within the EU or UK. No UK mobile operator has email support

[XRaySpeX]

What no. did you call EE on? If it was a 0844, 0845, 0870 and 0871 no., as sometimes misleading served up by a Web search, it will be chargeable as these are not included in your calls allowance.

[Oxana11]

I called the 03 number which was free

[Oxana11]

Well that defies the purpose as it will cost me more than the questioned amount. They should have a chat messaging available or an email.

[bristolian]

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@Oxana11 wrote:

I called the 03 number which was free

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03 numbers are not free. They are inclusive in that they count towards bundled minute allowances, but are not free in the same way as 080x calls.

The zero-rating on CS calls within the EU - I suspect - applies to the published CS numbers 150, 07953 966150 & 07953 966250. Which specific 03 number did you call, and do you have a screenshot of the number being chargeable within the EU? That would be a clear billing error if so.

I refer you to my previous comment regarding the urgency - EE is a UK provider and their contact methods are UK-based. Pay-monthly users have access to live chat within the myEE app.