My wife and I joined EE on 21 September 2025 at the Kilburn store, where we were each asked to pay a £100 refundable deposit (£200 total) since we had no UK credit record.
Both payments were made by international bank card and successfully processed. However, the deposits never appeared in EE’s system, and on 2 October, we were both charged another £100 each, in addition to our £14.50 plan.
We’ve contacted customer service and revisited the Kilburn store but the issue remains unresolved.
We’d really appreciate guidance on how to have the original deposits located and refunded.
Thanks in advance for any help.
