I spent two weeks in Europe using my eSIM with international roaming enabled. Throughout the entire trip, I checked my carrier’s app daily. Data usage showed up. Call minutes were tracked. But roaming charges? Always $0.00.
“Great,” I thought. “My plan includes free roaming just like they advertised.”
Then I got home and received my bill. $847 in roaming charges.
I stared at my phone in disbelief. The app had shown $0 the entire time. I’d been checking specifically to avoid surprise charges. How could roaming fees suddenly appear only on my final bill – two weeks after I’d returned?
What followed was a month-long battle with customer service, multiple escalations, detailed call logs, screenshot evidence, and eventually a partial resolution that taught me expensive lessons about eSIM roaming charge tracking – or rather, the lack thereof.
Why eSIM Roaming Charges Don’t Show Up in Real-Time
The fundamental problem: eSIM roaming charge tracking is broken across multiple carriers, and most users don’t discover this until it’s too late.
How roaming charges should work:
- You use data/calls while roaming
- Foreign carrier tracks your usage
- Foreign carrier sends usage data to your home carrier
- Your carrier’s system updates with charges
- You see charges in app/online account in real-time
How it actually works with eSIM:
- You use data/calls while roaming
- Foreign carrier tracks your usage
- Usage data transmission to home carrier is delayed (hours to weeks)
- Your carrier’s app shows incomplete or no roaming charges
- Charges suddenly appear on your bill days or weeks later
The technical reason: eSIM roaming uses the same backend infrastructure as physical SIM roaming, but the billing reconciliation between carriers is slower and less reliable. Your carrier’s app displays what their system has received – and if foreign carriers haven’t sent the data yet, you see $0 even while actively incurring charges.
Quick Diagnosis: What Type of Tracking Issue You Have
Identify your specific situation:
Type 1: Shows $0 while actively roaming
- Currently traveling internationally
- App shows no roaming charges despite using data/calls
- Problem: Delayed billing data from foreign carriers
Type 2: Charges appear days after returning
- Returned home from travel
- Suddenly see roaming charges appear
- Problem: Foreign carrier batched billing sent late
Type 3: Charges don’t match actual usage
- Bill shows charges you don’t recognize
- Can’t reconcile charges with actual usage
- Problem: Billing errors or unclear charge descriptions
Type 4: Shows charges for roaming you didn’t use
- Charged for roaming in countries you didn’t visit
- Or charged for roaming when you had roaming disabled
- Problem: System error or incorrect carrier handoffs
What to Check While Still Traveling (Prevention)
If you’re currently traveling and want to avoid my mistake:
1. Don’t Trust Your Carrier App’s Roaming Display
The hard truth: Whatever your app shows for current roaming charges is probably incomplete or wrong. The display is only as current as the billing data your carrier has received, which can lag by days or weeks.
What to do instead:
- Track your own usage manually
- Note dates, times, and approximate data amounts
- Screenshot daily app data to document what was displayed
- Keep record of calls made and durations
- Document when you had roaming enabled vs disabled
2. Understand Your Actual Plan Coverage
Before traveling, get crystal clear on what’s included:
Critical questions to ask your carrier:
- “Does my plan include free roaming in [specific countries]?”
- “What exactly is free – data, calls, texts, or all three?”
- “Is there a daily data cap before charges apply?”
- “What are the per-MB/per-minute rates if I exceed included amounts?”
- “Will roaming charges show in real-time in the app?”
- “How long after usage will roaming charges appear?”
Get it in writing:
- Request email confirmation of plan details
- Screenshot plan description on website
- Note representative’s name and date of conversation
- Save all documentation
My mistake: I assumed “international roaming included” meant unlimited. It actually meant “500MB per day free, then $10 per 100MB.” I exceeded the daily cap multiple times without realizing it.
3. Set Up Usage Alerts (If Available)
Some carriers offer alerts when you hit certain thresholds:
To set up (if available):
- Log into carrier account online
- Look for “Usage alerts” or “Notifications”
- Set alerts for:
- Total roaming charges (e.g., alert at $50, $100)
- Daily roaming usage
- When approaching plan limits
- Provide email and text for alerts
Reality check: Many carriers don’t offer real-time roaming alerts for eSIM, but it’s worth checking.
4. Use Phone Settings to Monitor Data Usage
Your phone tracks data usage independently of your carrier:
For iPhone:
- Settings > Cellular > [Your eSIM]
- Scroll down to see data usage per app
- Note “Current Period” usage
- Reset statistics at start of trip (scroll to bottom)
- Check daily to monitor total data used
For Android:
- Settings > Network & Internet > Data usage
- Select your eSIM
- View data used in current billing cycle
- Set data warning and limit thresholds
- Monitor daily
Important: This shows data volume but not actual charges. Still useful to know if you’re using 50MB or 5GB per day.
5. Disable Roaming for Non-Critical Times
Reduce exposure by disabling roaming when not needed:
When to disable:
- Overnight while sleeping
- When you have Wi-Fi access
- During activities where you won’t need data
- Any time you’re not actively using your phone
How to disable:
- iPhone: Settings > Cellular > [eSIM] > Data Roaming OFF
- Android: Settings > Network & Internet > [eSIM] > Roaming OFF
Turn back on only when needed: This reduces usage and potential charges during periods you won’t notice the lack of service.
What to Do When Charges Appear on Your Bill
If you’ve already received a bill with unexpected roaming charges:
1. Don’t Panic Pay Immediately
Take time to review:
- Carefully examine the bill line by line
- Compare charges to your actual usage records
- Identify charges that seem wrong or excessive
- Check dates against your travel dates
- Look for charges in countries you didn’t visit
Paying immediately can hurt your case:
- Some consider payment as acceptance of charges
- Harder to dispute after paying
- Leverage is reduced once carrier has been paid
What to do instead:
- Note payment due date
- Plan to dispute before due date
- If concerned about service interruption, pay undisputed amount only
- Mark disputed amount as “under review”
2. Gather All Evidence
Before contacting customer service, compile comprehensive documentation:
What to collect:
Your records:
- Daily screenshots of carrier app showing $0 charges
- Travel dates and countries visited
- Passport stamps if available
- Flight confirmations and hotel reservations
- Photos with date/location stamps from trip
- Your own usage tracking notes
Carrier records:
- Previous bills showing normal usage
- Plan documentation stating what’s included
- Any emails from carrier about roaming
- Screenshots of plan description from website
- Chat transcripts if you asked about roaming before traveling
Phone records:
- Phone’s data usage statistics
- Call log showing international calls made
- Settings screenshots showing when roaming was enabled/disabled
The specific charges:
- Exact dates and times of each charge
- Countries/carriers listed for each charge
- Data amounts or call durations claimed
- Rates charged per MB or per minute
The more documentation you have, the stronger your dispute case.
3. Compare Charges to Your Plan
Create a detailed breakdown:
Make a spreadsheet or document comparing:
- What your plan includes
- What you actually used (your records)
- What carrier is charging you for
- The discrepancy
Example:
| Date | Your Records | Carrier Charge | Plan Includes | Issue |
|---|---|---|---|---|
| July 5 | 200MB used | $45 (500MB) | First 500MB free | Charged for free data |
| July 6 | Roaming disabled | $30 data charge | N/A | Charged when roaming off |
| July 8 | In Spain | $60 (France roaming) | N/A | Wrong country |
This clear comparison helps support agents understand the dispute quickly.
4. Review for Common Billing Errors
Typical eSIM roaming charge errors:
Wrong country charges:
- Billed for roaming in Country A when you were in Country B
- Carrier systems confused about which network you used
- Happens when near borders or with certain carrier handoffs
Charges when roaming disabled:
- Bill shows data usage on dates you had roaming turned off
- Background system processes or apps forcing connections
- Carrier system error not recognizing roaming was disabled
Double-billing:
- Same usage charged twice
- Once by foreign carrier, once as “international data”
- System didn’t recognize they’re the same usage
Incorrect rates:
- Charged higher rate than plan states
- Old rate applied instead of current plan rate
- Didn’t receive advertised discount
Included usage charged:
- Charged for usage that should be free under plan
- System didn’t recognize plan includes roaming
- eSIM not properly associated with correct plan
Charges after returning home:
- Billed for roaming days after back in home country
- Foreign carrier sent delayed usage data with wrong dates
- System didn’t recognize you’d left roaming zone
Contact Customer Service (Strategic Approach)
Disputing roaming charges requires persistence and strategy:
Initial Contact
What to say:
“I received my bill with $[amount] in international roaming charges. I have documentation showing that my carrier app displayed $0 roaming charges throughout my entire trip while I was actively checking daily. I also have [other evidence]. I need these charges reviewed because [specific issue – charges when roaming disabled, wrong country, exceeded plan limits but app showed nothing, etc.].”
What to request:
- “I need a detailed breakdown of each roaming charge with dates, times, and data amounts”
- “I need the specific foreign carrier and country for each charge”
- “Can you verify which plan was active during my travel dates?”
- “Can you confirm what my plan includes for international roaming?”
- “Can you explain why these charges didn’t appear in the app until now?”
- “I’m disputing [specific charges] and need them reviewed”
Information They’ll Request
Be prepared to provide:
- Your account number and phone number
- Travel dates and countries
- Specific charges you’re disputing
- Your evidence (offer to email screenshots)
- Explanation of why charges are incorrect
What they’ll check:
- Your plan details and inclusions
- Your usage records in their system
- Foreign carrier billing data
- When charges were received from foreign carriers
- Historical billing data
Common Responses and How to Counter
“The charges are accurate according to our records”
Counter: “Can you provide detailed breakdown showing date, time, country, and data amount for each charge? I have documentation showing the app displayed $0 charges while I was actively checking daily.”
“Our app shows estimates, not real-time charges”
Counter: “That information should be clearly disclosed. I relied on the app showing $0 to manage my usage. The app gave me no way to know I was incurring charges.”
“Foreign carriers send billing data with delays”
Counter: “I understand delays happen, but showing $0 when I’m actually incurring hundreds in charges is misleading. Either the app shouldn’t show roaming charges at all, or it should display a warning that the amount is incomplete.”
“These charges look correct for the usage shown”
Counter: “I have evidence that [specific issue – roaming was disabled, I wasn’t in that country, usage is double what I actually used, etc.]. Can you investigate these specific discrepancies?”
“You need to pay the bill regardless of when charges appeared”
Counter: “I’m willing to pay for actual usage under my plan terms. But I need verification these charges are accurate because I have documentation showing [specific issues]. I’m requesting formal review before payment.”
Escalation Strategy
If first representative can’t help:
- Request supervisor: “This issue involves a significant billing error that I have documentation for. I need to speak with a supervisor who can review my evidence and authorize charge removal.”
- Request billing dispute team: “I need this escalated to your billing disputes department for formal review.”
- Reference consumer protection: “Under [state/country] consumer protection laws, I have the right to dispute charges I have evidence are incorrect. I need a formal dispute case opened.”
- Ask for investigation: “Can you open a case for your technical team to investigate why the app showed $0 charges during my entire trip? This seems like a system error.”
Document Everything
Keep detailed records:
- Date and time of each customer service contact
- Name and ID number of each representative
- Summary of what was discussed
- What they agreed to investigate
- Case or ticket numbers
- Promises made and timeline given
- Follow-up actions required
File Formal Dispute
If customer service won’t resolve the issue, formal dispute processes exist:
Internal Carrier Dispute Process
Most carriers have formal dispute procedures:
- Request dispute form: “I need to file a formal billing dispute. What is your process?”
- Submit in writing:
- Email or mail (certified mail for paper trail)
- Include account number and disputed charges
- Attach all evidence
- Clearly state what resolution you’re seeking
- Request response within 30 days
- Follow carrier’s dispute timeline:
- Most require 30-90 days to investigate
- They must respond in writing
- During dispute, they can’t disconnect service for non-payment of disputed amount
FCC Complaint (US)
If carrier won’t resolve the dispute:
How to file FCC complaint:
- Visit consumercomplaints.fcc.gov
- Select “Phone” complaint type
- Describe issue clearly
- Include dispute attempts you’ve made
- Attach evidence
- Submit complaint
What happens:
- FCC forwards complaint to carrier
- Carrier must respond to FCC within 30 days
- Often gets escalated to executive customer service
- Higher success rate than standard support
My experience: After a month getting nowhere with standard support, I filed an FCC complaint. Within 48 hours, I was contacted by executive customer service who reviewed my evidence and credited $600 of the $847.
State Consumer Protection (US) or Equivalent
Additional options:
- State attorney general consumer protection division
- Better Business Bureau complaint
- Consumer Financial Protection Bureau (if billing involves credit)
In other countries:
- UK: Ofcom
- EU: National regulatory authorities
- Australia: Telecommunications Industry Ombudsman
- Canada: Commission for Complaints for Telecom-television Services (CCTS)
Small Claims Court (Last Resort)
For significant amounts and if all else fails:
Consider small claims if:
- Charges exceed several hundred dollars
- You have strong evidence
- Carrier refuses reasonable resolution
- Filing fee is worth the potential recovery
Process:
- File in small claims court (varies by location)
- Typically no lawyer needed
- Present your evidence to judge
- Judge determines outcome
Reality check: This is significant time investment. Weigh cost/benefit carefully.
Partial Resolution Strategies
If carrier won’t remove all charges, negotiate:
Request Goodwill Credit
What to say:
“I understand you believe the charges are technically correct. However, your app showed $0 charges throughout my entire trip, giving me no opportunity to modify my usage. As a goodwill gesture for this system error and as a longtime customer, can you provide a partial credit?”
Typical outcomes:
- Many carriers will credit 25-50% as goodwill
- Especially if you’re longstanding customer in good standing
- More likely if you’ve spent hours dealing with the issue
- Reference loyalty and customer retention
Request Payment Plan
If stuck paying charges you can’t afford:
Request: “These charges create financial hardship. Can we arrange a payment plan to spread the amount over several months with no late fees?”
Most carriers will:
- Offer 3-6 month payment plans
- Waive late fees during payment period
- Require autopay setup
- Better than damaging credit with non-payment
Negotiate Settlement
For very large amounts:
Offer: “I’m willing to pay $[X amount – typically 40-60% of total] as full settlement if you’ll agree to close this dispute and waive the remaining balance.”
When this works:
- Large disputed amounts ($500+)
- Lengthy back-and-forth with no resolution
- You have some evidence supporting your case
- Carrier wants to close the case
Prevention for Future Travel
After this nightmare, here’s what I do differently:
Before Traveling
1. Get explicit roaming plan details:
- Exact countries covered
- Exact data amounts included
- What happens when limits exceeded
- Rates for overages
- All in writing
2. Consider international plan add-ons:
- Many carriers offer temporary international plans
- $5-10/day for unlimited or high data caps
- Must be added before travel
- Usually more reliable than standard roaming
3. Research eSIM alternatives:
- International travel eSIM providers (Airalo, Nomad, etc.)
- Often cheaper than carrier roaming
- More predictable pricing
- Prepaid so no surprise charges
During Travel
1. Track everything manually:
- Daily log of data usage
- Note when roaming enabled/disabled
- Screenshot app daily (even if shows $0)
- Keep records of calls made
2. Use Wi-Fi whenever possible:
- Hotels, restaurants, cafes
- Download offline maps before trips
- Use Wi-Fi for large downloads
- Disable cellular data for non-essential apps
3. Check in with carrier regularly:
- Call carrier every few days while traveling
- Ask for current roaming charge total
- Request they check their system directly
- Document these calls
4. Set phone data limits:
- iPhone: Settings > Cellular > Cellular Data Options > Data Mode > Low Data Mode
- Android: Settings > Network & Internet > Data Saver
- Set hard data caps in phone settings
- Disable background app refresh while roaming
After Returning
1. Monitor bill closely:
- Check online account daily for 2-3 weeks after return
- Watch for delayed roaming charges appearing
- Screenshot account showing $0 immediately upon return
- If charges appear later, you have proof they were delayed
2. Contact carrier proactively:
- Call within 2-3 days of returning
- Request confirmation of total roaming charges
- Ask for detailed breakdown
- Address any concerns immediately
3. Keep all evidence:
- Save screenshots for at least 6 months
- Keep travel documentation
- Retain correspondence with carrier
- May be needed for disputes
eSIM-Specific Issues with Roaming Charges
eSIM has unique problems that physical SIM doesn’t:
Multiple eSIM Profiles Confusion
Problem: If you have multiple eSIM profiles (work and personal, or primary and travel eSIM), the system may attribute charges to wrong profile.
Example: You disable roaming on your primary eSIM but forget about secondary eSIM. Charges appear on wrong line or get doubled.
Solution:
- Before traveling, remove or fully disable all eSIM profiles except the one you’re using
- Or disable cellular data for each eSIM you’re not actively using
- Verify in Settings > Cellular that only intended eSIM is active
eSIM Carrier Selection Issues
Problem: eSIM devices sometimes connect to wrong foreign carrier, resulting in higher rates than your carrier’s preferred partners.
Example: Your plan includes free roaming on Carrier A in France, but your phone connects to Carrier B, incurring charges.
Solution:
- Manually select network when arriving in foreign country
- Settings > Cellular > Network Selection > Turn off Automatic
- Select your carrier’s partner network from list
- Check carrier’s website for preferred partner networks before traveling
Background eSIM Activity
Problem: Even with roaming “disabled,” eSIM can have background activity that generates charges.
Example: Visual voicemail, carrier services, or system checks connecting via roaming network despite your settings.
Solution:
- Disable cellular data entirely for eSIM if not using it
- Or remove eSIM profile completely during travel
- Settings > Cellular > [eSIM] > Turn This Line Off
What Carriers Should Fix
This problem is widespread across carriers and needs systemic solutions:
Critical fixes needed:
- Real-time charge display:
- App should show actual charges or clearly state “charges may be delayed”
- Don’t show $0 when charges are actively being incurred
- Display warning that roaming charges may appear later
- Usage alerts:
- Automatic alerts when approaching plan limits
- Daily roaming usage summaries sent via text/email
- Warning when rates change or limits exceeded
- Better billing reconciliation:
- Faster data exchange with foreign carriers
- Don’t batch roaming charges days/weeks later
- Real-time or near-real-time charge posting
- Clearer plan documentation:
- Explicit statement of what’s included
- Exactly what happens when limits exceeded
- Rates clearly stated before charges incurred
- Transparent app displays:
- If data is incomplete, say so
- Don’t give false confidence with $0 displays
- Show estimated charges based on usage even if not fully reconciled
- Better dispute processes:
- Easy online dispute submission
- Reasonable timelines for resolution
- Goodwill credits for system errors
The Financial Impact
My situation:
Total unexpected charges: $847 Amount credited after FCC complaint and multiple escalations: $600 Final amount paid: $247 Time invested in disputes: ~15 hours over a month
Was it worth fighting? Absolutely. $600 recovered for 15 hours of work = $40/hour. Plus the principle of not paying for charges the app misled me about.
But the real cost: The stress, frustration, and time away from work and family dealing with this issue.
Quick Reference: Action Plan
While Traveling
- Track usage manually daily
- Screenshot app daily (even if shows $0)
- Disable roaming when not needed
- Use Wi-Fi whenever possible
- Call carrier weekly to ask for charge totals
When Bill Arrives with Surprise Charges
Week 1:
- Don’t panic pay
- Gather all evidence
- Create detailed comparison of your records vs bill
- Contact customer service with documentation
- Request detailed charge breakdown
Week 2-3:
- If not resolved, escalate to supervisor
- Request formal dispute review
- Reference evidence of misleading app display
- Request goodwill credit at minimum
Week 4+:
- File FCC complaint (or equivalent regulatory body)
- Submit formal written dispute
- Consider consumer protection agencies
- Negotiate settlement if needed
For Future Travel
- Get roaming details in writing before trip
- Consider international plan add-ons
- Research travel eSIM alternatives
- Set up phone data limits and monitoring
- Track everything manually
The Bottom Line
Carrier apps showing $0 roaming charges while you’re actually incurring hundreds or thousands in charges is a widespread problem, particularly with eSIM. The displays are often delayed by days or weeks, giving you no opportunity to modify usage.
Key takeaways:
- Never trust carrier app roaming displays – Assume they’re incomplete or wrong
- Get plan details in writing – Before traveling, know exactly what’s included
- Track usage manually – Your own records are your best protection
- Screenshot everything – Daily screenshots prove what app was displaying
- Fight surprise charges – You have rights to dispute misleading billing
My hard-learned lesson: That $0 display in my carrier’s app throughout my entire trip wasn’t a confirmation I had free roaming – it was just incomplete data that hadn’t been reconciled yet. By the time the real charges appeared, I’d already used far more than my plan included.
My advice: Assume every MB of roaming data and every roaming call is being charged at full rate, regardless of what your app shows. Track your own usage, stay well within your plan limits, and use Wi-Fi aggressively. The carrier app should not be trusted for real-time roaming charge tracking.
And if you do get hit with surprise charges that never appeared in the app? Don’t give up. Document everything, escalate persistently, and file regulatory complaints if needed. Many carriers will provide significant credits when confronted with evidence that their app was misleading.
That $847 bill taught me expensive lessons about eSIM roaming charge tracking – or more accurately, the complete lack of reliable tracking. I hope sharing my experience saves you from learning those same lessons the hard way.