Unauthorised Charges for Roam Abroad Pass

[chloet18]

For the past three months, my phone bill has increased significantly. Upon reviewing my charges, I discovered an additional £11.33 being added each month for a "Roam Abroad Pass", an add-on I never requested or activated. I want to clarify that I have never enabled data roaming on my iPhone, and my EE number’s data roaming setting has remained off at all times. Despite this, I am being charged as if I were actively using roaming services. I have made multiple attempts to contact EE through the live chat and text support channels, but have received no response. It is extremely frustrating that EE is charging me for a service I have not used, simply because I am currently outside the UK. I am requesting a full refund for the unauthorised charges. I hope EE can take accountability for this.

[Northerner]

Hi @chloet18 

You'll need to speak to EE CS on 150 about this issue. 

Thanks 

[Schockwave]

Hello @chloet18 ,

Welcome to the community,

This is not customer service we have no account access and do not know who you are. You would have to contact them and speak to them or write to them via mail, here is the address:

https://ee.co.uk/help/contact-ee/account-billing/mobile-phone

You can also contact them using a web based app, see my signature. You just need to press option 2 and should get through to one of the guides.

[Chris_B]

@chloet18  Data rooming being not enabled in your iPhone settings just means your iPhone can not use data via a roaming network until enabled.     It doesn’t stop calls/texts be made/sent/received.    Does your device show it’s connected to a network?  Is there a network name shown on your device at the top ? 

To have any sort of roaming pass its user applied.   You can remove that pass if you choose as it’s an option on your EE account.  Under add ons click the pass then select remove. 

[XRaySpeX]

There's more to roaming than data roaming. You could also be call roaming or text roaming. Even with data roaming switched OFF on your device you can still make or receive calls or send texts while abroad.

[chloet18]

I have tried calling 150 many times with my EE number, but it does not connect.

[chloet18]

I am very aware of that. While I am abroad, I have not made any calls or sent any texts with my EE number. 

[chloet18]

I just removed the pass from my account, but I have been charged for it for the past four months. I never enabled it myself, so I had no reason and no awareness to remove it earlier. While abroad, I have not made any calls or sent any texts using my EE number, as I am very aware roaming charges would apply. It therefore makes no sense that such charges were incurred when I never used and enabled the service.

[XRaySpeX]

Or received any calls?

[garybs29]

The passes nowadays are usually added on by replying to a text at the destination, did you by any chance not realise what you were doing?