free roaming - pay monthly

[dk29]

Hi, my Pay Monthly contract has free EU roaming, but I was misled and charged £2,47 to use my allowance for the last 2 years. Has anyone had the same experience? What should I do now? I have raised a complaint, but EE has been closing complaints without providing an actual outcome so far. Thanks.

[XRaySpeX]

When did you take out or upgrade to your current contract?

[dk29]

I signed up for this contract in March 2023 and then updated Feb 2024. Back in March 2023, I remember I was promised over the phone by the agent that I would be able to use my allowance for free when I was in the EU, the same as it was with PAYG I had before. But whenever I am back home (or in any EU country) I have been charged £2,47 per day to use my allowance, which apparently shouldn't happen since I have free EU roaming included in my contract. 

[Alex_H · Accepted solution]

Hi @dk29,

Welcome to the EE Community

I am sorry to hear that you have had an issue with being told you had roaming included in your plan but it was not. When you call 150 if they are unable to resolve your complaint you can request to follow the escalation process for further help with resolving your complaint.

If you prefer you can also submit a complaint directly to our complaints team via our form here also Fill out our complaints form | Help | EE

Alex