URGENT help needed, EE and abroad

Anoneemoose

walterwhite1121 wrote: »

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

I checked the t&c's out too and you're absolutely correct. Have you spoken to them again?

I think you will need to escalate as advised earlier. I imagine an advisor won't be able to wipe nearly £1600 worth of charges! When did your sister get her last phone? Was just going to check to see if t&c's say anything different (although as far as I can see, they shouldn't)!

walterwhite1121

im calling them now shalli explain the situation to the first person i speak too or just ask to escalate it further straight away?

grumbler

walterwhite1121 wrote: »

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."

For a more reliable information you can check
EE roaming add-ons terms and conditions
My understanding is that the only way of getting data roaming without an addon/booster is opting out actively:

To use mobile internet on your phone when you're roaming in the countries listed below you'll need to buy one of our roaming data add-ons.

...
When you try and use mobile internet either through your phone browser or via an app in your destination country you'll be offered a choice of roaming data add-ons relevant to the country you are in.
.....
The cost of the add-on will be added to your monthly bill.

....

You can opt out of the roaming data add-ons by calling +44 7953 966250 +44 7953 966250. Without one of our data add-ons, data will be charged at in accordance with our non-standard charges price guide. Please see ee.co.uk/priceguides

Unless your mother opted out and EE can prove this, no way can they charge your sister their "non standard charges" even if they exist (the webpage ee.co.uk/priceguides that they refer to doesn't exist).

SeduLOUs

walterwhite1121 wrote: »

im calling them now shalli explain the situation to the first person i speak too or just ask to escalate it further straight away?

If the account is in mum's name it is unlikely they will be willing to speak to you. Mum can say on the phone that she wants you to discuss and for the phone to be passed to you so that you can handle it from there. They may also allow her to authorise you to discuss the account for future calls aswell.

Explain straight away, it's not always easy to get an escalation, and often you will just be promised a call back within 24 hours which probably won't happen.

Explain calmly to anyone who will listen and request immediate escalation as you are dealing on mother's behalf and do not want her to be called back when you are not around.

Might be time to send a written complaint aswell to get the ball rolling. Hopefully one of the EE representatives will appear in the thread shortly and take ownership of this to get it sorted for you.

Best of luck.

Anoneemoose

walterwhite1121 wrote: »

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

walterwhite1121 wrote: »

im calling them now shalli explain the situation to the first person i speak too or just ask to escalate it further straight away?

You're probably already through now but. I would say ask to speak to a TL straightaway - you've (well your mum has) already spoken to an advisor who just said they couldn't do anything so just go straight in.

walterwhite1121

on phone now, been passed around, woman says it seems like a mistake on their half but cant do anything until the bill is issued then they can send it for re caclulation, she has just gone to get permission to re activate both lines until the end of the month when this can be sorted. I think they have acknowledged it is an error on their nehalf, fingers crossed.

Many many thanks for the help GREATLY appreciated, life savers

walterwhite1121

Woman said she re activated both lines (they could always receive calls and texts) and to turn phone on and off and it should work, my mum has done that and tried to call me and still not working. Is this instant or can it take a while to Re activate?

Anoneemoose

walterwhite1121 wrote: »

Woman said she re activated both lines (they could always receive calls and texts) and to turn phone on and off and it should work, my mum has done that and tried to call me and still not working. Is this instant or can it take a while to Re activate?

Should be pretty much instant but at Orange we used to advise any action could take up to 24 hrs to complete. If it is not done soon though, I would maybe (if you can be bothered) phone back to check they have definitely done it!

walterwhite1121

Yeah still nothing will have to call again shortly

Anoneemoose

walterwhite1121 wrote: »

Yeah still nothing will have to call again shortly

I hope they haven't just said it to get you off the phone! It could just be the system but definitely double check!