Called the CS to question my bill as I got charged for EU roaming call despite having a package Loyalty Unlimited with which I have never been charged for any calls or texts while EU roaming. First person was unhelpful, and as someone already mentioned, they talk to you like you are beneath them, condescending and like they do not want to help, and they do not ACTUALLY listen to what the reason behind your call is. She just kept repeating the same thing about the bill and what is on it while I am questioning suspicious charges. They make you doubt yourself. In a nut shell she was so unhelpful and basically told that I was charged for call made during EU roaming and I am not covered for that.Called 2nd time another agent and questioned my packaged where he also confirmed that somehow I do not have text and calls when EU roaming, which cannot be true, because since 2017 this is an EU regulation called 'Roam like at home’ which is the term used to describe the roaming policy adopted by the EU in 2017. In essence, this means that no matter where you are travelling within the EU (as well as Iceland, Liechtenstein and Norway) you will incur the same costs as you would when at home. So based on VM agents in CS that does not apply to me and I only have unlimited data, calls and texts in Ireland but somehow suddenly now I only have data available in EU roaming but not the calls and texts anymore. I also told to the guy that this is what it says on their online page to which he questioned me and then he decided to take a look and say yes this plan that they have does include texts and calls. If this wouldn't be so ridiculous it would make a person cry, because this is plain lying to a customer and deceiving them.Basically, I was charged for a call while EU roaming, also I have a charge for an apparent text sent by me to some +324 number while roaming (I was on a plane at the time, just landed to EU country) and when I asked them if that is them charging their customers for EU roaming text they send, he said that is not their number. But I do not have a text that I have sent to anyone in my sent messages on that day nor time, especially not that country code because this is Belgium or something and I have travelled to a different country. Hence, I was questioning the bill and the charges and I think it is fair to conclude that they are not honest with me and they are providing untrue information to their customers to make them look like they are right while they well know that they are not.I said to question the system because they can put on the bill bill whatever they want, and probably think people will not check few cents but if you put that few cents to a million customers, the math for them is clear. To me this is plain robbery and they do not care. They place the blame on the customer and act like they are not the problem. Disgusting!!!This is all on top of their poor service that has deteriorated so much in the last few years. Instead of making sure the service is better they do not care, as they have the monopoly. This has to change! Needless to say, I am moving to another provider, just done my process. So in a way, thank you VM because you actually made me look for other providers so I am not overcharged anymore for the service I am supposed to have in my package and sneakily adding charges that are not mine. Also, I know that the service will be 10 times better because yours is low of the lowest. Hopefully this business will eventually come under review by authorities responsible for making sure that customers are not being overcharged, mischarged, lied to etc. Definitely not recommending this business!
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