Raw Deal: When did Irene make a £300 phone call?

TELEPHONE bills used to be quite straightforward – you usually knew how much you were paying and what you were paying for.

But in today’s mobile, digital, multi-tariff world, things can be a little more difficult.

Irene Allan, of Corstorphine, Edinburgh, took out a mobile phone contract with EE, starting in April 2016.

Her agreed monthly payment was £25.99.

In September she flew to New York for a four-day break – and had a lovely time, thanks very much.

While she was there, she made two short calls on her mobile, both to her own phone at home.

However, on October 10, EE took £304.99 from her bank account – nearly 12 times her usual monthly bill.

Irene was somewhat surprised by this and went into EE’s shop on Edinburgh’s Princes Street to inquire what had happened.

The staff couldn’t immediately tell her what had multiplied her bill, so Irene asked them to please investigate.

They agreed to do this, and promised that they would contact her.

She heard nothing further at all, so when in Glasgow on November 24 Irene went into the EE shop in Buchanan Galleries and asked what was happening with the investigation into the charge.

The assistant made a phone call but the message was still that EE was investigating – and that she would be contacted.

At the end of January Irene visited the Princes Street store yet again.

But – you’ve guessed it – they were still investigating and said she would soon be contacted.

Irene gave it until the start of March – still with no further word – and contacted Raw Deal.

We reckoned Irene had waited long enough. We got in touch with EE to ask what the fruits of the investigation had been.

There was, at last, some movement.

EE told us: “We have apologised to Mrs Allan after a system error meant the length of a call she made to her voicemail was not recorded correctly. We have refunded the charges she incurred and can confirm she is happy with this resolution.”

Irene was happy with this. She said: “Thank you very much for your prompt action on my behalf.

The company rang me and apologised for all the inconvenience I’d had and said that they would reimburse me with the money I had been overcharged.

“Thank you Raw Deal.”

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