topic Re: Refused a credit card because of EE in Contracts & Billing

Refused a credit card because of EE

DM1221 — Thu, 26 Jun 2025 17:08:55 GMT

Furious with EE.

Left EE in April but they did not close my account. They continued to send me bills and reminders. On every occasion I phoned them to sort it it out. I was willing to pay anything outstanding even though nothing was apparent in my account.

Now I have been refused a credit card and on checking my credit report the only red mark is for late payments to EE.

Appalling admin by EE and appalling confusing website but I am the one to suffer!!!!!

Re: Refused a credit card because of EE

Northerner — Thu, 26 Jun 2025 18:17:57 GMT

Hi @DM1221

Appeal via the credit reference agency.

Thanks

Re: Refused a credit card because of EE

Chris_B — Thu, 26 Jun 2025 18:20:47 GMT

@DM1221 Did you get 30 days notice of termination?

Re: Refused a credit card because of EE

DM1221 — Thu, 26 Jun 2025 20:43:27 GMT

I don't believe so. I responded to every communication I received and each time I thought the situation was resolved, but apparently not.

Re: Refused a credit card because of EE

bristolian — Thu, 26 Jun 2025 21:32:17 GMT

@DM1221 wrote:

Furious with EE.

Left EE in April but they did not close my account.

Does "furious with EE" extend to "cancelled my direct debit but didn't give cancellation notice"? If so - you wouldn't be the first person to learn the hard way, that your contract continues until you explicitly give disconnection notice or use a PAC.

If you did give cancellation notice and - for whatever reason - it's not been acted on, that will be different. But you've not said either way, so I'll ask.

Re: Refused a credit card because of EE

DM1221 — Fri, 27 Jun 2025 07:39:32 GMT

No it doesn't - I provided a PAC

They did not close my account when they received the PAC.

I called to sort it out and was assured that my account would be closed and I offered to pay any outstanding charges although I suspected the charges were for periods when the account should have been closed. The EE representatives that I spoke to at that point could not 'see' anything on my account.

I think the problem is a bloated and overly complicated administrative structure that confuses even EE operators.

Unfortunately I am also an EE broadband customer. They made a mess of my recent house move which left me without broadband and TV for a number of weeks. Again, I think the problem relates to their overly complicated admin procedures.

Re: Refused a credit card because of EE

XRaySpeX — Fri, 27 Jun 2025 08:12:58 GMT

@DM1221 wrote:

No it doesn't - I provided a PAC

They did not close my account when they received the PAC.

We are talking about EE here? To whom did you provide a PAC? Who received the PAC?

When leaving EE using a PAC you receive a PAC from EE & you provide it to your new network.

Re: Refused a credit card because of EE

DM1221 — Fri, 27 Jun 2025 08:16:28 GMT

Yes, I expressed myself poorly. My new provider requested and received a PAC from EE.

Re: Refused a credit card because of EE

Michael_D — Fri, 27 Jun 2025 10:39:40 GMT

Did your number transfer over to the new provider in the days after the PAC was given @DM1221?

Usually when the number transfers that would stop the EE account.

When you spoke with our billing guides, was there a balance due on the account?

Michael

Re: Refused a credit card because of EE

DM1221 — Fri, 27 Jun 2025 11:03:42 GMT

Yes my number transferred successfully.

My first indication of a problem was when I received a letter about non-payment.

I called immediately and the guide said that the account had not stopped as it should have been because a watch was also on the account.

He told me that my account would be closed and credited as far as the phone charges were concerned. A small amount (£4.??) was apparently outstanding for the watch (I didn't really understand that since I was out of contract).

However, I said I would pay the charge for the watch and I assumed I would receive an invoice, but I never saw that amount anywhere in my account.

I heard nothing more about it until I received a letter a few weeks later threatening me with debt collectors. On phoning, I was told that my account still wasn't closed and that I owed a full month's charges for my phone. This indicates that EE never credited or closed my account as promised.

Re: Refused a credit card because of EE

Michael_D — Fri, 27 Jun 2025 11:21:35 GMT

If the phone plan was closing, they should have been closing the watch down as well on your initial contact, and if your number moved, the phone plan should have been closed. @DM1221

At this point, I'd recommend raising a complaint using our complaints webform, so that our dedicated team can look into this further for you.

Michael