topic Re: Deposit in Contracts & Billing

Deposit

Holly-lang — Wed, 22 Jan 2025 20:37:11 GMT

I had to pay £50 upfront in store for my phone but they are now saying that I have to pay a £50 deposit on my first bill is this right?

Re: Deposit

Chris_B — Wed, 22 Jan 2025 20:41:30 GMT

@Holly-lang the £50 upfront cost is payment towards the device, the £50 that you’re now being asked to pay is so roaming can be enabled on your account. This is a refundable token payment. as you’ve been billed already you’ll need to pay it but once paid you can then call customer support and request that this £50 token payment is refunded. Give it a few days before you request it back.

you could try calling customer support to see if they can remove it before you make the payment.

Re: Deposit

Michael_D — Thu, 23 Jan 2025 08:10:13 GMT

Hi @Holly-lang

Welcome to the community.

It is worth having a chat with our billing guides so they can see exactly what it is for. As @Chris_B mentioned, it may be for a roaming deposit.

If it is, and the payment hasn't been requested from the bank yet, they may be able to get it removed so you don't have to pay it and have it refunded.

Michael