Out of allowance data charge whilst in France

[hctjjftykgg]

My daughter is on a school trip in France and has hit her spend cap (£20) due to an “out of allowance data charge” of £15 for “Go Roam in Rest of World Data”. France is in the “Go Roam” destinations so she should have just been charged £2 per day so long as she stays in the “fair usage” limits - which are 12gb in her case as she has unlimited data. She has used 1.2gb data so well below that limit.

I tried asking live chat who were predictably useless and insisted I need to wait until my next bill before I can even query this. There’s no apparent avenue to talking to anyone about this.

Surely this is a mistake?

[PeteG]

Hello there. 

It's difficult to determine exactly where a charge might have come from without the bill generating. It's possible that she has a charge for something else which is eating up the credit limit. It could have been premium rate services, a 3rd party charge, or perhaps maritime network usage. 

It would be best to wait for the bill to be created, then you can see each charge and what it's for. 

Pete.