Orange PAYG been to France, got charged 15p min for call and texts

Wig

I am with orange PAYG,
I often go to France and I got text when I arrived, telling me how much my calls and texts will cost while in France. Over the years the cost has been reducing until last year the text said "make a call for 4p, and recv a call for 0p, send a text for 1p and MMS for 4p" Last couple of times it worked a treat and I could afford to use my phone for whatever I wanted to whether it was to phone UK or to phone a French number.

This time, I arrived on [EDIT for correction to date] 13 June and I got the same text message on 13/06/17. I got no further text about tarrif and used the phone on 25/06/2017

But this time when I used my phone I was charged

• 15p min to make a call,
• 14p per text

Now I am back in UK and I want to know why I was sent the same tariff text but charged a lot more.

I don't really want to phone orange, but have they got an email I can send a complaint to?

DCFC79

Its not Orange anymore, its EE, they have a chat option or you can phone to speak to them.

J_B

Since 15th June the EU law (?) decided that you would pay the same at home as you do when away in the EU.

Jenny_EE

Afternoon Wig,

There have been some recent changes to roaming charges. If you have a pack/bundle which includes minutes, texts and/or data you will be able to use these allowances as normal when in our inclusive EU countries. You can find all the out of bundle charges for using your Orange SIM in France here http://ee.co.uk/help/add-ons-benefits-and-plans/call-or-going-abroad/roaming-costs/countries/france.

If you give us a quick call when you get a moment our Orange customer services team will be happy to check any charges on the account for you. All our contact details can be found here http://ee.co.uk/help/get-in-touch

Thanks, Jenny

d123

Wig wrote: »

I am with orange PAYG,
I often go to France and I got text when I arrived, telling me how much my calls and texts will cost while in France. Over the years the cost has been reducing until last year the text said "make a call for 4p, and recv a call for 0p, send a text for 1p and MMS for 4p" Last couple of times it worked a treat and I could afford to use my phone for whatever I wanted to whether it was to phone UK or to phone a French number.

This time, I arrived on 16 or 17 June and I got the same text message on 17/06/17.

But this time when I used my phone I was charged

• 15p min to make a call,
• 14p per text

Now I am back in UK and I want to know why I was sent the same tariff text but charged a lot more.

I don't really want to phone orange, but have they got an email I can send a complaint to?

What Orange PAYG plan are you on? You got away quite cheap, some old Orange plans charge a lot more than 15p a minute (you now pay the same rate in Europe as you do in the UK).

eDicky

Jenny_EE wrote: »

Afternoon Wig,

There have been some recent changes to roaming charges.

Jenny, I think we all know about the changes, including Wig. But he is wondering why he received a text from EE on June 17th "make a call for 4p, and recv a call for 0p, send a text for 1p and MMS for 4p" when this was no longer true.

Jenny_EE

Morning eDicky,

Our customer services team have access to the account, and as previously advised if Wig gives us a call the team will get the text and charges checked out.

J

Thanks, Jenny

Wig

eDicky wrote: »

Jenny, I think we all know about the changes, including Wig. But he is wondering why he received a text from EE on June 17th "make a call for 4p, and recv a call for 0p, send a text for 1p and MMS for 4p" when this was no longer true.

eDicky, you hit the nail on the head.
I am the sort who checks my balance before and after each call and text (especially as I was in France). I was misled by the text I received on 13/06/2017. I am also pretty sure I was charged about 7p to recv a text when I was there. The call and the text were done on 25/06/2017

I did not then use my phone again after realising it was not as cheap as it the text had said, so I am not going to try and recover a small amount of money from EE. However, there are thousands of other users who will possibly have recv'd the same text before June 15th and who have not had a further text to say the rate has changed from 15/06/2017

You may have noticed above I have clarified that the text was recvd on 13/06/2017. and someone else on this thread has said "From June 15th rates changed" Why then, did I not get a further text on or after 15/06/2017 to say that the rates had changed?
Or more to the point... Why was the standard tariff text that I did recv prior to 15/06/2017 not ammended by EE to include "The rates payable will change from 15/06/2017"... knowing as they did, that the rates will be changing from 15/06/2017 :mad:

The only other text I recvd regarding tariffs was on 27/02/2017 saying
From March 30/03/2017 we are changing the rates, check online at >>webaddress<< As I then got the text on 13/06/2017 I was happy it was still cheap as chips in France.



I don't want to phone customer service but I have found this on EE website, so I might send them an email.

Alternatively you can email us

customerrelations@ee.co.uk

eDicky

Well, on the 13th, before the changes were applied in the 15th, the text you received was correct. In what way was it misleading for you?

It's not possible that you were charged for receiving an incoming SMS at any time anywhere.

Make sure you get your dates and facts straight if you email EE.

d123

Wig wrote: »

I was misled by the text I received on 13/06/2017.

No, you weren't, that information was correct on the 13th.

I am also pretty sure I was charged about 7p to recv a text when I was there.

I doubt it, incoming texts are not, and we're not, chargeable.

"From June 15th rates changed" Why then, did I not get a further text on or after 15/06/2017 to say that the rates had changed?
Or more to the point... Why was the standard tariff text that I did recv prior to 15/06/2017 not ammended by EE to include "The rates payable will change from 15/06/2017"... knowing as they did, that the rates will be changing from 15/06/2017 :mad:

The changes on the 15th were widely publicised, they even made the news for days and nights on end. They were all over the internet and even in the newspapers.

You can't try and absolve your personally responsibility because EE didn't spoon feed you. Much as some like the idea of a nanny state doing everything for you, sometimes it's necessary to actually take some responsibility and do some things for yourself.