Thousands of EE Customers Overcharged for Roaming in Europe: Network Apologises and Issues Refunds
In a recent development affecting thousands of mobile users, telecommunications provider EE has issued an apology for mistakenly overcharging customers who used roaming services while travelling in Europe. The company confirmed that affected customers were charged double the usual roaming fee, with the issue now resolved and refunds underway.
Details of the Overcharging Issue
Typically, EE customers who do not have roaming included in their plan incur a daily roaming add-on fee of £2.59 when using their devices within the EU. However, due to an "isolated roaming charge issue," some customers were charged £5.18 per day — effectively doubling the intended fee.
An EE spokesperson explained, "We identified an isolated roaming charge issue which impacted a small cohort of customers using their devices in the EU zone. This issue has been resolved, and all affected customers were refunded automatically. We apologise for the inconvenience caused and thank our customers for their patience while we put things right."
Refund Process Underway
EE began the process of issuing refunds on 8 July 2025, but has acknowledged that the refunds are taking longer than originally expected. Despite the delay, the company reassures customers that all impacted users will receive their money back without needing to submit claims manually.
Customers who travelled abroad recently are advised to carefully review their billing statements to confirm whether they were overcharged. Those with concerns or queries can contact EE’s customer support for further assistance.
Broader Context: Travel and Roaming Charges
This incident emerges amid other recent consumer issues related to travel and finance, including new travel insurance requirements for Spain and tips on saving during holiday trips. Network roaming fees have long been a point of confusion and concern among travellers, despite EU regulations having abolished many roaming charges in past years.
As mobile usage abroad becomes more commonplace, telecom providers face ongoing scrutiny to ensure transparent charges and straightforward customer experiences.
Final Notes
EE’s swift acknowledgment of the billing error and commitment to refund customers highlights the importance of accountability from service providers in protecting customer interests. Travellers and mobile users are encouraged to stay vigilant regarding their bills and remain informed about their service terms, especially when travelling overseas.
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