Refund of Security Deposit for Home Broadband Services

[Ahmedsabih]

I paid a security deposit of £20 while registering for home broadband services on 4th December 2023. I was told this will be returned in 3 months but later I was told it will be 6 months. Then I called and they said, I will get this on 30th June 2024 subject to checking my payment history. I have not missed any payment. I am still waiting for the deposit to get back in my account. 

[Katie_B]

Hi @Ahmedsabih. 

Thanks for coming here. 

I am sorry to hear you have not yet received your deposit back. 

Do you have an EE mobile with us?

What was the deposit for?

Katie

[Ahmedsabih]

I do not have EE mobile.

The deposit was for home broadband services. 

[Neil-O]

@Ahmedsabih I'm sorry, you'll need to speak with the EE legacy broadband billing team on 0330 123 1105

Neil

[XRaySpeX]

What specifically was it for? Normally there's no security deposits for Home BB. It's not like you can exceed anything; it's an unmetered service.

A analogy would be a mobile phone going roaming abroad might clock up loads of expensive roaming call costs. So sometimes EE would demand a security deposit in advance against you being able to repay these costs. There's nowt like that with BB.

You sure the £20 wasn't just an installation or engineer call-out charge? It seems rather low for a security deposit.

[Ahmedsabih]

I was setting up for home broadband in December 2023. When they entered my details in their system it demanded for a security deposit of 20 pounds to place my order, which was due to be returned on 30 June.

[XRaySpeX]

I doubt we can help you with this. We are not aware of security deposits for BB. You'll need to discuss it with CS.

@Neil-O : Dec '23. Sounds like it'll be New EE BB.

[Ahmedsabih]

Yes, apparently its new BB.

I have called 2 times in the last month and I was told I will get it by 30th June, but nothing so far.

It is very frustrating when every time I hear a different story, initially it was 3 months until I get it back, then 6 months, then 30 June, now I don't really know.