topic Re: Incorrect debt request in Contracts & Billing

Incorrect debt request

route34 — Thu, 12 Feb 2026 15:03:26 GMT

I've recently been contacted by CRS over the charge for not refunding my EE router. I've called to discuss this problem, despite not having the tracking number I told them the router was sent back. I was explicitly told over the phone that I can ignore this charge since a case had been open and closed on it even if I had no tracking number. It's so unfortunate this is another case of EE failing to help me. I've already lost 80 pounds from failed refunds and compensations that were never given to me. Do I contact EE or CRS to resolve this?

Re: Incorrect debt request

Northerner — Thu, 12 Feb 2026 17:10:17 GMT

Hi @route34

You'll need to contact CRS if they are now appointed. Provide your evidence and ask them to mark this issue as settled.

Thanks

Re: Incorrect debt request

route34 — Fri, 13 Feb 2026 13:46:39 GMT

I've contacted CRS and they've told me to go confirm with EE. 'To resolve this issue, I recommend contacting EE directly to clarify the details of that conversation and any agreements made.' Can EE settle the issue?

Re: Incorrect debt request

XRaySpeX — Fri, 13 Feb 2026 15:12:03 GMT

Only EE can settle or decide the issue. It is they who say you owe & it is they who should know whether the kit was returned.

Re: Incorrect debt request

bristolian — Fri, 13 Feb 2026 15:40:25 GMT

@XRaySpeX wrote:
Only EE can settle or decide the issue.

This is not true.

By having heard from a DRA (debt recovery agency) , the alleged creditor (in this case EE) have exhausted their credit management processes and have sold the debt to the DRA, in this case CRS. Your alleged debt to EE has therefore been, technically, settled, and you now allegedly owe CRS.

The onus is on CRS to prove the debt if you dispute it, and if you are certain that the debt is invalid or otherwise in error, then you need to tell them in no uncertain terms - preferably in writing - that the debt is denied. It will then be upto them to either refer to it back to EE or write it off, that's their problem.

Re: Incorrect debt request

Peter_W — Fri, 13 Feb 2026 18:44:54 GMT

Welcome to the Community, @route34.

In these sort of situations, it is normally the case that once this debt has been passed on, the recovery agency would be your point of contact to discuss the payment.

If you believe there's been something incorrect at our end though, it's still worth getting in touch so we can be sure that everything is clear moving forwards for getting this resolved.

Peter