Update. Right up to Monday 2 Jul my account - well what was accessible on the app - thanked me for paying £56 by direct debit. Called 150 again yesterday morning, following the receipt of paper bill (apparently you get this for first bill only) - as yet no direct debit taken from bank - spoke to a lovely lady in Newcastle, who confirmed following: the £50 deposit charge had indeed been waived - it was not showing on my account as a outstanding debt. She stated that everyone had a £50 deposit taken - really? I asked why this £50 deposit was not highlighted, nor indeed mentioned in any of the ‘sign up’ application process, I also stated that I could find no mention in the lengthy T&Cs and would be obliged if this could be pointed out - I wasn’t given an answer. However, today my EE direct debit came out of my account - £6! Though still no access to bill via app or web. So eventually, after numerous phone calls, web chats and texts, all is resolved. However, as a communication company, EE are proving that they are not meeting the basics. If, and this seems a big ‘if’ this £50 charge is legitimate, then EE have to highlight this in the application process, to allow customers to make an informed choice; I’m still dubious about the charge and, if not resolved, I would have contacted the Regulator; initially, I thought this is a ‘sledgehammer to crack a nut’ but how many customers are/have been affected? How much additional money have EE taken? No doubt some will struggle to pay a £50 fee up front! Come on EE, just be fair and don’t make customers have to chase you, to stop you taking funds from customers which isn’t owed to you.
