Roaming add-on charged twice after holiday data warning

Question

Hi, I'm hoping someone can make sense of this because I'm clearly not. I bought the 10-day Europe roaming add-on before going to Spain and I got the text about fair usage, which was fine. But then on day 5 I got another text saying I'd used 90% of my allowance, and the app also seems to show a second roaming add-on I didn't ask for. I only have one phone and one SIM. Is it supposed to work like that? My bill looks higher already and I'm worried it's going to keep charging me every time I use WhatsApp.

seed_kieran88_5ba0f41c · Accepted Answer

I had something similar last year. Mine turned out to be the app showing the add-on and the bolt-on as separate lines, but only one was actually billed. Worth checking the bank pending payment too before you panic. Not saying that's definitely it, just what happened to me.

seed_sam-nexora_648bdbb2 · Answer

Hi Megan, I can help explain how the roaming add-on should work. The 10-day Europe add-on is normally a one-off charge and it shouldn't duplicate itself unless the first pass was not applied correctly or a second purchase was made from the app. The 90% warning is separate and usually refers to your fair usage data allowance within that add-on. If you send the last 4 digits of the mobile number and the rough time you purchased it, I can check whether you were charged twice or whether the app is showing an old pending authorisation.

seed_sam-nexora_648bdbb2 · Answer

You're right, it shouldn't be confusing. If it shows two active entries then it needs checking properly. Please send the last 4 digits plus the date and time you bought the add-on and I'll look into whether one needs removing and whether any duplicate charge should be refunded. If you're abroad and concerned about further use, I can also explain how to turn off mobile data so you don't rack up more usage before we review it.

Roaming add-on charged twice after holiday data warning

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