Hello,
my wife bought an Easy Roam 30 day travel pass for Europe as we were cruising around Europe. We understood that it would activate as we reached England and used the phone there and it did. We also understood it would expire after 30 days and that if we were to use the phone after this we would be charged the Easy Roam daily charge.
The problem is that a new charge for a 30 day Euro travel pass keeps being added to my wife’s monthly bill. We’ve been back in Canada for nearly two months. The October bill was really high, but we thought possible that we incurred some extra roaming charges, even though we tried to avoid these at the time. The November bill came in with another charge for a 30 travel pass and we haven’t been anywhere outside our hometown all month. This item seems to now be added to her monthly bill and there seems to be no way to remove it by ouselves.
The Self-Serve site suggested I used the Help Assist, but there is no option to cancel this pass and the AI Help Agent does not seem to know anything about doing this either. This appears as a line item on the bill, but it is not an add-on or an option that the site will let us remove.
Any ideas as to how to correct this?
