iD Mobile wrongly charges customers for EU roaming calls
iDMOBILE phone users are being urged to check their bills, after a provider got the rules on EU roaming all wrong. iD Mobile charges
ID Mobile, which is owned by Carphone Warehouse, has been charging customers for roaming in the EU, despite new rules banning such fees coming into force in June, according to MoneySavingExpert.
The so-called “Roam Like Home” legislation, means that customers should be able to make calls and send texts from anywhere in the EU, paying just what they would pay at home.
But it appears iD Mobile misunderstood the new law and has been charging UK mobile users that are in the EU for making call to other European countries.
“When you’re roaming, you can use your minutes to call the UK, or the same country that you’re in. If you call any other non-UK country, you’ll be charged,” the provider’s help and advice page stated.
This contradicts the new legislation, which says: “When you are roaming in the EU, all calls to mobile and fixed numbers in the EU will be counted against your national volume of minutes.”
A spokesperson for iD Mobile said they’ve been working closely with Ofcom to seek further clarification on the EU roaming regulation.
“We apologise for any inconvenience caused and are automatically crediting any customers who have made intra-EU calls since 15th June,” a spokesperson for iD Mobile said.
Earlier this summer, consumer group Which? warned that UK holidaymakers could still be caught out by high mobile phone bills despite the ban.
Exceeding agreed minutes, texts and data is still be charged in the EU as it would in the UK, with all mobile providers charging different rates.
Mobile providers also include different countries in their roaming territories and this can vary depending on whether consumers are a pay-as-you-go or pay monthly customer.
ID MOBILE said it is aiming to fix the issue by the end of August
- If you’ve been on holiday in the EU since June 15 or are planning to travel before the end of the month check you bills to make sure you haven’t been overcharged for the call you’ve made while in the EU.
- If you think you’ve been wrongly charged and do not receive a refund by the time of your next bill call iD Mobile free of charge on 7777.
- Alternatively you can them from a landline or another phone on 0333 003 7777
- You can also file a complaint iD Mobile’s customers service page
Alex Neill, from Which? previously said:
“Many will reap the benefits of these changes and will no longer be put off from making calls abroad.
“However, it is important that you take a close look at what is or isn’t included in your current mobile deal. Not knowing what’s included could lead to some surprising charges on your next bill.
The Sun Online previously reported how a sneaky rule affecting giffgaff customers means they could still end up with a shock bill, despite the ban on roaming charges.
