Dear EE Customer Services,
I am writing to raise a complaint regarding roaming charges incurred on my recent trip, due to unclear information and lack of access to support at the time.
While abroad, I needed to access internet services urgently for airport transfers. In order to do this, I attempted to access my EE app, however this would not load unless data roaming was switched on. Even then, I was unable to properly access the app.
I then tried to contact EE by phone for clarification, but this was outside of customer service hours and I was unable to speak to anyone for assistance.
As I urgently required internet access, I purchased a WiFi box/SIM card locally, however this also failed to work, leaving me with no practical option other than to rely on EE roaming.
I received a text message from EE regarding roaming options. The wording of this message was confusing, and I believed I was selecting a 24-hour roaming option. However, I later discovered that I had instead been charged for a full week of data, despite only being abroad for 5 days.
Had the information been clearer, or had support been available, I would not have selected a weekly option unnecessarily. I also made reasonable attempts to avoid using roaming altogether.
Given the circumstances, I would like EE to review this charge and consider a partial refund or goodwill adjustment for the unused portion of the weekly roaming pass.
I have been a loyal EE customer and would hope this issue can be resolved fairly.
I look forward to your response.
