Roaming charges - EE are trying to rob me!

grumbler

simax wrote: »

You can add an add-on at any time. The charge will be pro-rata on the next bill but you will always get the full allowance, so even if you add the 250 text add-on 3 days before the bill date, you will get the full 250 text allowance even though you are charged for 3 days. This changed in the spring.

OK, but if you get charged pro-rata, then the allowance is applied pro-rata too, isn't it? I.e. it's ~25 texts for the first 3 days and ~225 for the remaining 27 days.
If so, it's easy to exceed the small part unintentionally, or even the big part if you don't send texts during first days and then send 250 in the next billing month.

jimjiber

It is definitely way more complicated than it needs to be. I used only about 5 texts before the 19th September, so that's not the cause of my woes.

diamonds

Are all texts charged and at what rate, do none of your texts say included/allowance on the bill given the bundle ?


Had a similar Voda problem years ago, all texts were included in a roaming promo and I got billed 12p per text even though the bill per text showed as 'inclusive' the UK-UK text charge was showing not the AU text roaming charge (think that was 35p), neither charge should have been showing in the billing when 'inclusive roaming' was in the activity description, but they were all 12p and I had a bill for hundreds, guess I was thankfully the roaming rate was not charged as the bill would have been over a grand and I'm sure that would have took alot longer to get them to correct it.

jimjiber

All the texts I sent while in Australia are charged at 40p and are classed as "outside of allowance".

Still waiting for a "manager" from EE to call me, where I will have to go through the whole story again. To be honest it's a pretty short and simple story, if the manager simply looks at my bills...

diamonds

Billing is a third party from the Orange days, staff can like Voda staff point out to their 3rd parties the error and tell them to correct it, does not mean it will get done.


Follow the complaints procedure. Took Orange 6 months to sort my bundle overbillings and then high level complaints just credited the disputed amount as they could see everything clearly including the third party stupidity.

simax

grumbler wrote: »

OK, but if you get charged pro-rata, then the allowance is applied pro-rata too, isn't it? I.e. it's ~25 texts for the first 3 days and ~225 for the remaining 27 days.
If so, it's easy to exceed the small part unintentionally, or even the big part if you don't send texts during first days and then send 250 in the next billing month.

No. EE stopped pro rata allowances in the spring to avoid complaints, so even if you buy a bundle mid month, you still get the full allowance, even if you add it half way through the bill cycle.

For example, say a 500 text bundle cost £20 and you bought it 15 days into your cycle. You would pay £10 for the bundle for the bill period however EE would let you have the whole 500 texts.

diamonds

simax wrote: »

No. EE stopped pro rata allowances in the spring to avoid complaints, so even if you buy a bundle mid month, you still get the full allowance, even if you add it half way through the bill cycle.

For example, say a 500 text bundle cost £20 and you bought it 15 days into your cycle. You would pay £10 for the bundle for the bill period however EE would let you have the whole 500 texts.

Well if thats the case the OP needs to make a simple complaint in the order of the bill and its charges highlighting first and foremost the bundle name and its full inclusions and secondly the overcharges that contradict the bundle, in my experience if you dont point out point 1 in a complaint to EE they dismiss point 2 - even the customer rep missed it as a EE employee and had to have this pointed out, a third party company has less training and knowledge than EE staff.