topic Re: A one off payment in Contracts & Billing

A one off payment

djdan1973 — Sat, 15 Jan 2022 14:06:16 GMT

Hi i was wondering if anyone could help me, i took out a new contract with EE last week and had to phone to give more information which i did do, the lady told me i would have to pay a £50 deposit for the phone but said if i didn't want international calling, the fee wouldn't be added which i agreed to, the phone was sent the next day and a few days got my first bill with the £50 still added on, i phoned and spoke to someone who said that they would take it off for me but still today it is showing on the bill????

Re: A one off payment

Chris_B — Sat, 15 Jan 2022 15:07:35 GMT

@djdan1973 It’ll show on the bill as you already have that. That bill amount will not change. What you’ll probably find is that EE will change the amount they’ll take as payment. This £50 deposit is a refundable deposit that you get back in 3 months anywhere. Its only to have roaming enable early and it’s something that EE needs to stop doing automatically as you don’t know about it until your billed. Even if you pay it you can request it back.

Re: A one off payment

endgame7 — Mon, 17 Jan 2022 01:13:51 GMT

Exactly the same happened to me. I’ve only been with them for 2 months. And the first bill showed that £50 charge. I rang them and they said it was a deposit for roaming. It got removed. I have just got my new bill today and it’s back again. Hope this gets removed again and doesn’t happen every month. I don’t need any extra money worries. Hopefully it’s just a computer error. I’m not complaining about EE staff as they have ALWAYS been great with me as I have broadband too for 2 years. I’ll just ring them again in the morning when they are open.

Re: A one off payment

Katie_B — Mon, 17 Jan 2022 07:01:39 GMT

Good Morning @endgame7.

Thanks for coming to the community.

The Roaming fee that shows on your EE bill does this show as '-£50.00'?

Is your final bill amount £50.00 extra?

Speak soon,

Katie 🙂

Re: A one off payment

gskl — Thu, 10 Aug 2023 07:49:56 GMT

I am having the exact same issue. I couldn't even identify why I had been charged because neither the mobile app or the website ever work! All I get is the usual 'something went wrong from our side' message. Customer service is usually good however they shouldn't have to be relied on; the website should work in the first place and people should know exactly what they're being charged in advance!

I even had to order my SIM card over the phone because the website is so bad it was physically impossible to buy anything.

Does anyone know if the deposit is refunded when you have got data roaming as part of your package?

Re: A one off payment

Leanne_T — Thu, 10 Aug 2023 07:55:09 GMT

Hi @gskl

Thanks for coming back to us.

Do you get the error message in your My EE on the app and a web browser?

Did you pay the deposit to use Roaming and would like this to be removed?

Leanne.

Re: A one off payment

aqngo — Mon, 11 Mar 2024 13:32:51 GMT

I'm having the same problem. Hi EE Support, could you point me to the Terms and Conditions Section where this deposit is mentioned?

Re: A one off payment

James_B — Mon, 11 Mar 2024 15:41:52 GMT

Welcome to the EE Community, @aqngo

Roaming deposits are mentioned in Roam Further and Roam Abroad Passes Terms & Conditions | Help | EE.

Hope this helps.

James

Re: A one off payment

Atif88 — Sat, 26 Oct 2024 23:50:14 GMT

Similar thing happened to me too. I just ordered a new contract sim two days ago from EE and today i saw that they have added 50£ service deposit. What is meant by that ? Is that refundable?

Re: A one off payment

Christopher_G — Sun, 27 Oct 2024 08:59:35 GMT

Hi @Atif88

Welcome to the community.

If you have a chat with our Mobile Care team, they'll be able to check what the deposit is for and when it will be refunded. It could be for a service, like roaming, where they can remove that and refund the deposit.

Chris