topic Re: Missed payment marker for a closed account – has anyone had this resolved? in Contracts & Billing

Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 11:43:07 GMT

Hi everyone,

I’m hoping to get some advice or hear if anyone else has had a similar experience. My EE mobile account (closed before June 2025) is showing missed payments for June through to August on my credit file, even though the account was fully settled and closed. I switched providers earlier in the year as I didn't want to pay their extortionate fees anymore and wanted to cut costs where I could.

My online account portal was showing and still shows the £10.20 balance as 'already paid for this month', with any more money 'crediting my account' so as far as I'm aware the bill was/is settled and I never received a final bill with anything outstanding, I also never received a late payment reminder which I did previously, or arrears notice. EE’s complaints team says the balance is technically owed due to internal pro-rata adjustments, but from my perspective, the account was settled and this hasn't been communicated. I've since contacted the credit referencing team and credit agencies, but unsure if this will do anything. I feel like I've been shafted and am frustrated and angry having been a long time EE user, it makes me never want to use them again.

Has anyone else successfully had EE correct a missed payment marker on a closed account? If so, how did you manage it? Any tips for getting the credit reference agencies updated quickly would be really appreciated.

P.s I'm more than happy to pay if this money is truly owed, but their online system is completely contradicting what they are saying which makes me think I'm in the right here. It just seems so stupid my score is impacted over £10, when I've worked hard to move it up.

Thanks in advance!

Re: Missed payment marker for a closed account – has anyone had this resolved?

XRaySpeX — Tue, 09 Sep 2025 11:58:41 GMT

To query something showing on your credit file email crqueries@ee.co.uk

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 12:54:06 GMT

I have ^^^

Re: Missed payment marker for a closed account – has anyone had this resolved?

Ali_A — Tue, 09 Sep 2025 15:40:36 GMT

Hi @T_Reen

Thanks for reaching out here in the Community.

If you have have an unpaid bill, your Credit File will continue to show missed payment/unpaid balance for each month until it is settled.

The balance of £10.20 sounds like a pro-rata period, and would be your final bill.

Bills are generated for the month ahead. When you terminate your service mid bill-month, we would generate a new bill with an adjustment credit for the unused part of the month.

If you had fully paid the previous month bill on time, this usually results in your final bill being a credit refund.

However, as you still have an outstanding balance this would indicate we had not received payment for the previous month bill before disconnection, and so the final bill adjustment credit has been used to reduce the outstanding balance.

(This can happen if you have cancelled a Direct Debit too early, or if you had a full bill generated a couple days before termination and have been waiting for the final adjustment bill to be generated).

At this stage, it would be best to clear the final bill payment as soon as possible. This will then reflect on your Credit Score as settled.

You can usually make payment through the online account or on our Fast Payment page.

Hope this helps!

Ali

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 15:45:36 GMT

Thank you for your response! My issue here is that on my actual account its saying that the bill/monthly bill has been PAID. To me that is surely a miscommunication and a pretty big one and is quite misleading. I'm happy to pay what I owe if I owe it BUT given the way its been handled I think its right they withdraw it from my credit report. I have read some people have had similar situations resolved but also seems to be a common issue.

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 15:50:04 GMT

Just to clarify, this is what I'm talking about. It literally says I've already paid.

Re: Missed payment marker for a closed account – has anyone had this resolved?

Ali_A — Tue, 09 Sep 2025 15:50:15 GMT

@T_Reen

Are you able to post a screenshot of your online account showing it's paid? Please blank out and personal details first!

Usually that only happens if you have a DD set up that has subsequently been returned as "unpaid" to us. so the initial notification would show as paid

If there has been an error which caused a delay in the final payment being made, it's important to clear the overdue balance first before the Credit Reference team will consider any mitigating circumstances to adjust your file.

Ali

Re: Missed payment marker for a closed account – has anyone had this resolved?

Ali_A — Tue, 09 Sep 2025 17:21:55 GMT

Thanks for the screenshot @T_Reen

What may have happened is you've made a late-payment for a previous month bill, which has been paid in the same month as the final bill being generated, causing the message to show that a bill has been paid, while you still have an outstanding balance.

The "amount due this month" is still correct and would need to be paid.

Once you have cleared the balance, you can send an email to our Credit File team with the explanation for the delay in payment, which they may consider for you.

Ali

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 16:34:19 GMT

So the first screenshot above is where it takes me if I go to 'make a payment' as I didn't even know I was in arrears, I had assumed I'd paid off my final bill purely as it says on the payment screen that its entirely paid.

If I go to my final bill back dated in April - this also shows as paid!? I do not know what is going on.

Is this a glitch do you know??

I'm more than happy to pay this if I owe, I was told via complaints I still owe £10.20 but my account is saying its paid so I'm very, very confused.

The other months May 2025 till now there is no bill available and my account also says it is closed.

Re: Missed payment marker for a closed account – has anyone had this resolved?

Ali_A — Tue, 09 Sep 2025 16:46:43 GMT

@T_Reen

Thanks for the second screenshot.

So it looks like your "Final Bill", dated 27th April, was a credit, as mentioned previously about the automatic adjustment, which is why you have a message to say it's been paid.

However, the previous bill before this is unpaid, which is why you still have an outstanding balance.

The Final Bill credit has been used to reduce part of the previous month unpaid bill.

Ali

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 16:46:45 GMT

Oh okay, that makes a lot of sense! I've never had this happen with any of my accounts so I couldn't understand why that would cause this to show as paid.

I have contacted both the complaints and credit reference teams and have sent them the new screenshot too as the complaints dept did reference my April bill.

Just very, very odd as it would show as paid when there was an outstanding balance.

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 17:01:17 GMT

Thanks Ali, it still does say on my page that my monthly bill has been paid off though so it is quite misleading and the wording is not the best given the latest bill shows as paid rather than in arrears!

I will push forward to try and get this removed as it doesn't really make any sense as the newest bill should reflect any missed payments and no further bills were generated after this?

Thanks for your help.

Re: Missed payment marker for a closed account – has anyone had this resolved?

Ali_A — Tue, 09 Sep 2025 17:20:41 GMT

@T_Reen

Please download and view your final bill, which is the official statement of the amount due.
It will have a breakdown of all the current balance, and show the outstanding balance that needs to be paid.

Looking at the screenshot you provided, the front page should show something like:
"Your last bill: £45.44 - No payments received
£45.44 Overdue balance Pay immediately. (Balance is from your previous bill)

-£35.24 New charges

Final bill: £10.20
This includes an overdue balance. "

There will also be a notice to say:
"THIS IS YOUR FINAL EE BILL. Please make sure you pay this bill on time as a late payment could affect your credit file. For a list of way to pay check the back of this page or visit ee.co.uk/waystopay"

Ali

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Tue, 09 Sep 2025 18:19:03 GMT

The problem is my final bill is the one I uploaded earlier, so it says paid - which is what's caused the dispute. As from my side there is no discrepancy. Previous bill doesn't say anything hasn't been paid off!

The £10.20 is on there but says paid, as it does on the payment screen and that I'll be in credit to my account if I pay anymore.

After this date no more bills have been brought forward for the ongoing months even though EE say I owe them.

Re: Missed payment marker for a closed account – has anyone had this resolved?

Rach_H — Wed, 10 Sep 2025 07:55:53 GMT

Are you able to select the 'See your bill in detail' option, so you can see a further breakdown @T_Reen?

Rach

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Wed, 10 Sep 2025 09:39:44 GMT

Hi Rach,

Yes, it's uploaded here on the first page.

I was billed twice in April as paid off another bill, the first April bill was not the final bill. The second April bill was the final bill (the one that is uploaded here) - however it doesn't say anything is outstanding from the first bill, and then the second and final bill shows it all paid.

It's very strange, I've never had this before.

I think this is an error within the EE system as its entirely contradictory.

Re: Missed payment marker for a closed account – has anyone had this resolved?

Rach_H — Wed, 10 Sep 2025 10:26:30 GMT

We would need to see a further breakdown @T_Reen. Are you able to see more information further down the downloaded bill?

Rach

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Wed, 10 Sep 2025 10:44:49 GMT

I can see a bill for £10.20 generated for 27th April which was a carry over from a previous bill plus also deductions from overpayment (assuming).

However, my issue is that it says PAID on the EE system. It's literally showing as cleared on my online account here. This is the issue that I'm having. There was a bill but its showing as cleared online. (See previous screenshots)

Re: Missed payment marker for a closed account – has anyone had this resolved?

Ali_A — Wed, 10 Sep 2025 15:15:51 GMT

The deduction is the adjustment for unused part-month @T_Reen

While the online account displays a bill has been paid, it does also show the current amount still due, which is from the previous unpaid bill.
The final bill generated shows the total due, along with a breakdown. With no further payments have been made once the bill had been issued, this would need to be paid.

Once cleared you'll be able to contact the team regarding your credit file.

Ali

Re: Missed payment marker for a closed account – has anyone had this resolved?

T_Reen — Wed, 10 Sep 2025 23:57:48 GMT

Hi Ali,

Thanks for your reply, but this is exactly where my issue lies.

My online account does not just show a balance - it states:

“You’ve already paid. You’ve already paid your bill for this month. Any further payments you make will be credited to your account.”

That wording explicitly tells me that my final bill has been settled in full and when I open the individual bill its marked as paid.

At no point was I sent a reminder, arrears notice, or any other communication suggesting that £10.20 was still owed. Previously, EE has always texted me if I’ve missed a payment, but in this case I was given no such chance to resolve it before missed payment markers were applied to my credit file. In fact I even checked my account after paying and had confirmation that it was all paid off months ago, the carried over balance of £10.20 is showing as paid off, its contradictory even if it is correct.

So while I understand the pro-rata adjustment process, the combination of:

My account showing as already paid, no reminders being sent, and account being closed… makes this feel entirely unfair. I’ve now had three months of negative markers on my credit report over a disputed £10.20 that EE's own system said was paid.

I don't think EE can argue when their own system is displaying such misleading information.