Outrageous EE Roaming Charges

Ghandi888

Any advice on some outrageous roaming charges much appreciated.

I left the country for 8 weeks in the middle of May. Before leaving I added 3 X roaming bundles of 120 minutes each which allowed me to make and receive calls outside the EU, to numbers anywhere in the world. I did this online on the EE website. Each of those bundles is around £16+VAT. It should have therefore provided 360 minutes of calls.

Since then I've been debited over £350 inclusive of VAT of which the majority is against 240 + minutes of international calls ; only one bundle had been applied.

They refuse to believe I added the other bundles which is somewhat understandable given I've no more evidence than my strong conviction.

Anything I can do or am I stuffed with this bill?

Thanks in advance

Atasas

Unfortunately it is business formula used by most networks, where they make money from this sort of scenario, not coverage deals.

It'll be hard to argue, as they have "policies" for exact situations, not to let you off it, even if you would leave network.

Saver-upper

Hi Ghandi888,
When you paid online,were you emailed a receipt,or does the transaction show up on your bank statement?Does it show around£16+VAT,or around £48+VAT?One of these should prove how many bundles you ordered,I would have thought.

Jon_01

2 points I can see.

1, it doesn't say anywhere in the T&C that these bundles are stackable!

2. The T&C also say 'This addon is for UK based customers only and your phone must be used in the UK at least once every 30 days to make calls. The maximum call duration per call on these plans is 120 minutes after which time, you must redial to continue the call.'

If you were gone for 8 weeks you didn't make a UK based call once in 30 days by the sound of it. . .

d123

How did you add 3 add-ons?

A quick search of the EE site shows the 120 minute add-on appears to be a monthly add-on (you add it and get 120 minutes to use for 30 days).

Do you have a link to the add-on you chose?

120 Roaming Minutes - Global

120 MINUTES TO MAKE OR RECEIVE CALLS WHILST ABROAD ANYWHERE IN THE WORLD
MONTHLY ROLLING CONTRACT
£20 PER MONTH

Get 120 minutes to make or receive calls whilst abroad in any country.
Includes calls back to the UK and to any other country whilst abroad, including this country.
Countries covered are within EE Roaming Zones 1, 1A, 2A, 2B, 3, 4, 5, 6 and 8. Calls to and from Maritime, Satellite and Airline networks are not included (Zones 7 & 9).

Premium rate numbers and non-geographic numbers are not included.
If you don’t use all 30 minutes in any month, they will not be rolled over to the next month and you’ll lose them.

When purchasing this add-on make sure you check where you are in your bill cycle. Your add-on charge will be pro-rated (but you will still get the full mins allowance) which means you will receive an adjusted Add-on charge until your next bill cycle.