URGENT help needed, EE and abroad

walterwhite1121

Okay, My mum is on her way home from work now (was using a colleagues phone to communicate with me). When she gets in i will get her to call back up and ask for a team leader. Then if they dont know shall i get her to ask for a manager?

grumbler

Anoneemoose wrote: »

They aren't lying - boosters purchased abroad don't always show until the next bill cycle.

I cannot imagine any reason for this to be the case.
It's buying a booster from EE after all, not billing for the actual data roaming that indeed can be delayed because the foreign network can be involved.

Are you saying that it's the foreign network that sells the booster?

Anoneemoose

I wonder if it isn't from internet usage. Maybe they have just assumed (wrongly) that must be the case. Do you know if your sis has been calling/texting while there? If it is definitely internet then yes, it must be an error and they should be sorting that out.

They should speak to you if you know your mum's password I think.

Anoneemoose

grumbler wrote: »

I cannot imagine any reason for this to be the case.
It's buying a booster from EE after all, not billing for the actual data roaming that indeed can be delayed because the foreign network can be involved.

Are you saying that it's the foreign network that sells the booster?

Because it doesn't always fully reflect until the bill is produced - in most cases it will auto-note the account but not always.

Anoneemoose

Anoneemoose wrote: »

Because it doesn't always fully reflect until the bill is produced - in most cases it will auto-note the account but not always.

Edited to add - no, I am not saying it is the foreign network that is selling the booster.

Anoneemoose

walterwhite1121 wrote: »

Okay, My mum is on her way home from work now (was using a colleagues phone to communicate with me). When she gets in i will get her to call back up and ask for a team leader. Then if they dont know shall i get her to ask for a manager?

Yes, they have a complaints process which should be followed. That involves a manager if the response is not satisfactory from the TL.

walterwhite1121

Thank you very much for all the responses.

No my sister has not texted or called, she uses wifi the majority of the time where possible for whatsapp and imessage, she has been going on holiday for past 4 years numerous times a year and this has never happened to her before. She is extremely careful to avoid these massive bills after hearing horror stories. Oh she made one quick 1-2 minute phone call to my mum when she landed and got to the hotel just to let her know she was safe and ok, and thats it, i highly doubt that would cost 500+.

They told my mum it was for internet. And as said she has only been there since last friday so not even a week yet.

grumbler

Well, if indeed your sister is 'extremely careful' and uses wifi only, then she certainly has the data roaming switched off permanently and has nothing to worry about.

Anoneemoose

walterwhite1121 wrote: »

Thank you very much for all the responses.

No my sister has not texted or called, she uses wifi the majority of the time where possible for whatsapp and imessage, she has been going on holiday for past 4 years numerous times a year and this has never happened to her before. She is extremely careful to avoid these massive bills after hearing horror stories. Oh she made one quick 1-2 minute phone call to my mum when she landed and got to the hotel just to let her know she was safe and ok, and thats it, i highly doubt that would cost 500+.

They told my mum it was for internet. And as said she has only been there since last friday so not even a week yet.

Definitely escalate and mention what it says on the website about having to buy boosters. I think they can put the amount in some kind of pending state while they investigate so yr mum should at least get her phone reinstated.

Keep us posted!

walterwhite1121

Okay update time

Mum is home and i have got her to login to the online account. The total bill is £1577! excluding vat. None of it on calls or texts, but can see its ALL from internet. Some days £300+. She has NO active boosters on the account nor has she purchased any.

What should we do now?

And i quote on the website:

"The internet won’t work on your phone abroad unless you buy a Booster. This is to prevent you running up a large bill for internet usage by mistake."

She has no booster. Yet the bill is over 1.5k! all for internet, i quote again:

"If your Booster runs out and you need more internet, we’ll give you the option to buy another one. It’s as simple as that."

she was never prompted to buy a booster. Her internet should not of worked with no booster. Even IF she did buy a booster, the biggest one is for £40. And it would prompt her to buy another one when that ran out. So her bill would not be 1.5k+ anyway!

All help much appreciated