topic Re: EE ruined my credit score in Contracts & Billing

EE ruined my credit score

Vanndammo — Sun, 16 Aug 2026 10:30:41 GMT

I had an EE phone contract and also a flex pay loan on my mobile phone and I decided to leave the EE phone contract as it was much cheaper on Vodafone. The problem is when I left the EE app crashed and it wouldn’t let me pay my bills. I was trying most days to pay and it was either saying that there was no balance or that there was a problem. I called EE to fix this and they said that they were getting technicians to look at it but I never heard anything back. They also said that I could keep bringing up each month to pay my bill and I said no that wasn’t appropriate being as though I wanted to pay it on the app which I had always done. The EE app is now working again for myself after a three month crash but EE has put me as not paying my phone bill for three months to the credit reference agencies even though I had an ongoing technical problem. Is there any way I can get EE to remove these credit score issues as it’s really hurting my credit and I’m unable to get a mortgage. I did have the money to pay. I just chose not to while they were waiting for the technicians to sort out the problem.

Re: EE ruined my credit score

Vanndammo — Sun, 16 Aug 2026 10:32:57 GMT

Re: EE ruined my credit score

Vanndammo — Sun, 16 Aug 2026 10:35:23 GMT

All of the rest of my credit is perfect it’s just EE that has messed it up due to not being able to physically pay

Re: EE ruined my credit score

Northerner — Sun, 16 Aug 2026 10:45:23 GMT

Hi @Vanndammo

Your Flexi pay contract is separate to EE tariff.

Why not have a direct debit in place.

From your initial post you knew there was outstanding balance but decided to leave it rather than as advised call EE. You ruined your own credit.

https://ee.co.uk/help/billing-payments/payment-methods

You need to speak to EE CS on 150 or via the numbers here: https://ee.co.uk/help/contact-ee

Thanks

Re: EE ruined my credit score

Vanndammo — Sun, 16 Aug 2026 10:51:23 GMT

I don’t like direct debits as I’m self employed and don’t always have money for a set date. I have always paid manually. Plus there is no rules to say I should have one. EE have ruined my credit by removing my ability to pay the way I had for years and years. I was with EE for 20 years

Re: EE ruined my credit score

Vanndammo — Sun, 16 Aug 2026 10:56:45 GMT

I knew EE bill and flex pay was seperate I physically couldn’t pay either. I couldn’t pay my “final bill” or continue paying the flex pay until they fixed the problems

Re: EE ruined my credit score

Schockwave — Sun, 16 Aug 2026 10:58:05 GMT

@Vanndammo , no, they have not ruined your credit score, but you have done so yourself by not paying by other means either by ringing them up and paying over the phone or here:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg

There is always a way to pay even if the app does not work if you did not want to have a direct debit.

Re: EE ruined my credit score

Vanndammo — Sun, 16 Aug 2026 11:00:29 GMT

I was not told I could pay like this so it’s another part of the complaint I’m making to them. They have already cleared 2 “missed payment” marks off my credit as the app for me has broken before.

Re: EE ruined my credit score

Schockwave — Sun, 16 Aug 2026 11:06:27 GMT

@Vanndammo , you could have checked for yourself when coming to the website and would have probably found ways to pay or asked here in the forum before now and also asked customer service about ways to poy, as you are self employed, I would have thought you would use your initiative. I certainly would be concerned and make sure payments are made on time, personally, rather than get a bad credit score, you cannot blame EE, as it is up to you to make the payments on time.

Re: EE ruined my credit score

Vanndammo — Sun, 16 Aug 2026 11:18:43 GMT

I had been making EE aware since 18 days after I left them I couldn’t view or pay my final bills. I couldn’t access my flex pay.

Re: EE ruined my credit score

XRaySpeX — Sun, 16 Aug 2026 11:33:58 GMT

No, that is the Fast Top-up for PAYG. For contracts you need to use https://myaccount.ee.co.uk/fast-payment/ online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

Re: EE ruined my credit score

garybs29 — Sun, 16 Aug 2026 11:36:55 GMT

You were given different ways to pay but didn't follow them as you "didn't want to" thats not EE failing to give you an option it's your choice so you ruined your credit score not EE. If there had been no way to pay then yes EE's fault but you not wanting to pay one way is not

Re: EE ruined my credit score

ee_user14 — Sun, 16 Aug 2026 16:48:24 GMT

@Vanndammo wrote:

EE have ruined my credit score

Congratulations posting a so-called "AI" best-guess search result from Google. rather than a direct link to EE's website - those results are very often wrong.

As for your credit score being allegedly ruined, there's no such thing. You have a credit file which any lender will rate you according to their criteria. Clearscore have invented a set of criteria which suits their marketing purposes and have no value beyond that.

Check your statutory credit file with the 3 main agencies, and make sure there's no wrong entries on there. Anything beyond that, is down to individual lenders.