Overcharged re Roaming abroad

[Burzum7520]

According to news reports EE have overcharged end of May beginning of June. 
For the last 10 years we have had nothing, this year for the 11days we were in Spain both our phones have been charged for roaming services even though we used the hotels WiFi services throughout. No trips out nothing but still charged. 
Are these reports true as BELOW

EE said the billing error affected customers for a "short period" at the beginning of June, but The Sun has seen customer examples being hit with double charges in May too.

Customers without roaming included in their plans pay a daily charge of £2.59 when using their EE devices in Europe, but the error increased it to £5.18 per day.

Scores of customers have complained about the issue online, affecting trips to EU destinations including Italy, France, Spain and Belgium.

One said: "Just returned home from holiday abroad to find that on five occasions I had been charged £5.18 daily roaming charges by EE.

O'smart pop

by SmartPCP Refunds

[Burzum7520]

After being away 30th May - 10th June right when these overcharges had been in the press we were charge £60re roaming. Been to the same hotel for years, use their Wi-Fi and WhatsApp and never had any charges today we were told because we hadn’t switched roaming of when we landed we get charged £30 each just for stepping of the plane. 
We were told re would be refunded, now that’s changed and seems rather unfair. Well done EE for looking after your long term customers, not.

[Rach_H]

Hi @Burzum7520,

Welcome to the Community!

I'm so sorry to hear about the confusion that has happened here, and I can understand that this is far from ideal. I'd recommend reaching back out to our team and they can get to the bottom of this. If you're not happy then you are able to make a complaint, and ask to escalate this.

Rach