FREE roaming in Spain? Really?

[ysossi]

Every time I inserted my UK SIM in Spain i got a text from Vodafone saying that I am in European roaming zone and I can use my phone just like I'm home. I did. Now that I'm back home, I check my bill on the mobile app, and guess what, bill so far is £116 ?×!?*?&! I still have some unused data and I should have unlimited calls and texts. So what's going on?

[Getafix]

Log on to My Vodafone online and review your unbilled usage.

Normally, charges are usually for going over your UK allowance. But as you have mentioned that you have Data, that should not be the case. 

In June, I was charged for receiving calls while roaming? Which should be free. So check you that is not the case.

[BandOfBrothers]

Hello @ysossi

Roaming should work as set out in > Vodafone Uk and travelling-abroad/

If after checking your MyVodafone then my suggestion would be to phone Customer Services on 191 and or use Live Chat as they can access your account and investigate. 

[AnnS]

Hi @ysossi

The message you receive when placing the SIM in the phone is computer generated and automated.

However, if you read the Global Roaming Terms and Conditions, you will see that global roaming is only for short periods of stay,  if you use the service for two months during a four month period, Vodafone will send you a text message asking you to moderate your usage. If you have been abroad since June as mentioned in your previous thread, you will have been just outside the period.

If you are looking at the application and your bill has not yet been generated, you need to wait until this has been received.  You will then have something to go on when taking this up with Customer Services.

[ysossi]

ok, got my bill and it's come down to £72. However, looking at the details, my calls and texts were to UK numbers or Spanish numbers and each one at a cost. I had data allowance until one day before billing so the issue is not mobile data. So why is Vodafone misleading me telling me I have free roaming right in Spain when they're charging me for calls? I don't understand. I am considering escalating this as a complaint to Ofcom. Unless Vodafone comes up with a good reason, I will contact Ofcom next week.

[63johnw]

Hi. How long were you in Spain? Are these normal numbers or premium rate ones?

[ysossi]

They were normal UK numbers. Not premium. Anyway I just had a call from Vodafone and they have promised to adjust my bill. I will check in 3 days time to see if they are honouring their word. 

[Colleen]

@ysossi I'm glad to hear this is being sorted for you 😊

If in a few days you need any further help, please let us know and we'll be in touch.