Deposit for service?

[llaurentiu]

Dear EE,

I just joined the EE mobile network. 

Like many other customers in here, the deposit was not mentioned at the registration point. Which is disappointing, really, as the trust was broken before the journey started. 

It is clear that EE is aware of this practice(as they have implemented it), so why is this not mentioned at the registration point, so the customer is aware of this? It will save so many questions and bad feedback for EE.

In T&C EE states: "Your deposit will be automatically refunded back to you via your normal payment method once you've established a good payment history with us."

Can EE explain what it means by " a good payment history with us?" 1 month, 3 months, 7 months, 2 years? Surely, as an already customer with EE, the fact that I pay the bill for other services (broadband, TV) every month with no overdue or late payments, is a good enough payment history? 

Kind regards, L

[Katie_B]

Hello @llaurentiu.

Thanks for coming here. 

We might ask you to pay a security deposit depending on the result of your credit check so you can use the EE network or activate certain services on your account. There are two types of security deposits you could be asked to pay: 

• a registration deposit for when you want to join EE so we can activate your account and you can use the network
• a feature deposit for when you activate certain services, like Full Roaming, International Call or Premium Rate Call

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.

Katie