Deposit for service

[Jason1900]

I have just renewed my Mothers contract to sim only as she still loves her phone. We have been customers for 6 years. When I got the bill, EE had added £50 for Deposit for service which I understand is a refundable charge to do with roaming. Firstly, I wasn't told about this charge when I renewed my mothers contract and secondly, why am I being charged this as its for new customers only ? I have argued and got the charge refunded but My mother can not use roaming anymore even though the contract includes roaming. It seams that EE are making it up as they go along and are happy to break their terms whenever they like ! Has anyone else had this issue ? 

[Chris_B]

@Jason1900  To use roaming you text ROAMING to 150 to enable it on the account from the device in question before you go abroad. 
Any add ons that allow you to use the allowance when abroad are just that add ons, it doesn’t mean roaming is enabled on the account.  there two different things.  

[Alex_H]

Hi @Jason1900,

Thanks for visiting the EE Community

I am sorry you were not told about the deposit when sorting out the new contract. We have no access to your specific account via these forums but I can provide some general information on deposits. Deposits are not just for new customers but depending on a customer's credit class, a deposit may be requested to enable services like international calls, premium calls and worldwide roaming. 

However EU roaming requires no deposit, so you should be able to have this level of access enabled to allow the phone to connect when in the EU. If you wished to have EU roaming and the ability to make international calls from the UK or while roaming a £25 deposit may be required. Similarly in order to enable full worldwide roaming instead, it may require a £25 deposit for this.

So she should still be able to use EU roaming without having to pay a deposit to enable it. If going outside the EU then at the moment it sounds like it would require a deposit. However the credit class is reviewed monthly and so may get to a point in which it is no longer required.

Alex