How can we help you?
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Understanding your bill
Why was I charged a deposit?
- You may be charged a security deposit of £125 if you remove your direct debit details.
- Customers who do not have active direct debit details on file will be required to pay a security deposit of £125.
- If direct debit details are added, this will be returned as a credit on the account.
- If you choose to pay by another method going forward and do not add direct debit details, this £125 will be returned as a credit on the account after one year of good payment.
- If you have paid the security deposit, and close your account before the one year, it will be applied as a credit on your last bill and you can then request a refund for the remainder.
- The refund will be sent via cheque.
Phone us
0345 601 9093
Monday to Friday
8am - 6pm