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

EE ruined my credit score

Vasilis_M — Mon, 19 Aug 2019 15:47:02 GMT

I had been an EE mobile and broadband customer for more than ten years.

Last year (May 2018) I changed the phone provider and closed my mobile account.

I removed my Direct Debit from my EE mobile account for safety reasons. However, I continued being on EE broadband.

Months later I found out that there was a default in my credit rating because of an £18 unpaid EE mobile bill. When I closed my account I believed I had paid everything off. Unfortunately, I didn't receive any communication from them either by email or phone regarding this issue. I paid the bill as soon as I found out and I also closed my broadband account around the same time (March 2019).

I contacted EE and they refused to remove the default.

This stigmatizing practice is infuriating and unethical, especially when it is used against unsuspected and loyal customers. My credit rating has plummeted (and the default will remain for six years) and it is impossible for me to get a mortgage now, because of an £18 bill which I was unaware of.

What would be the best way to deal with it?

Re: EE ruined my credit score

BrendonH — Mon, 19 Aug 2019 15:49:37 GMT

The best way to deal with it is now top late.

You should.never cancel the DD until everything is paid off.

Depending when you cancel it depends if you owe anything or of they owe you.

There is nothing that can be done now. The default is genuine. And cant be removed.

Re: EE ruined my credit score

Leanne_T — Mon, 19 Aug 2019 17:52:56 GMT

Hi there @Vasilis_M

Thanks for posting on the community.

I am sorry to hear this has happened.

There are 4 ways to query this, and we will be able to get this looked into for you;

1. Via Chat

Click on this link between 9-5, Monday to Friday: http://ee.co.uk/help/accounts-billing-and-topping-up/billing-and-payment/understanding-credit-files

2. Via email to us

Orange, T-Mobile and EE – crqueries@ee.co.uk

3. Via a credit reference agency

Experian – experian.co.uk

Call Credit – callcredit.co.uk

4. Send a letter to our credit referrals team

Credit Referrals Team

6 Camberwell Way

Doxford Park

Sunderland

SR3 3XN

Please ensure you provide all of the following details in order for us to review your query:

Your full name
Your address including postcode
A contact telephone number
As much detail around your query as possible

We will aim to respond to queries via email within 48 hours but queries by post may take a little longer.

Let me know how you get on.

Leanne.

Re: EE ruined my credit score

aliciachapman — Tue, 21 Jul 2020 20:21:55 GMT

Hi,

I'm wondering if you were able to resolve this? I am in exactly the same situation; trying to buy a house only to find out my credit score has plummeted due to a £14 EE bill I didn't realise I had!

I'm really hoping you were able to sort this?

Thanks for any help!

Re: EE ruined my credit score

Leanne_T — Wed, 22 Jul 2020 06:56:27 GMT

Hi @aliciachapman

Thanks for coming to the community.

Have you spoken to our Mobile Care team and had your account looked into?

Speak soon.

Leanne.

Re: EE ruined my credit score

Vasilis_M — Wed, 22 Jul 2020 08:00:28 GMT

Hello,

Unfortunately, they wouldn't be helpful at all. It is just so unfair that your life is so negatively impacted for an £18 or a £14 unpaid bill, that you weren't even aware of. And especially when you have been a loyal customer for years on end.

The good thing is that last month (a bit less than 2 years after) the default was removed from my Credit Score.

I hope it all goes well with you.

Re: EE ruined my credit score

Vasilis_M — Wed, 22 Jul 2020 21:40:37 GMT

Dear Brendon,

FYI I closed the account after I paid my last bill. It was an extra charge that came after.

Next time try to be (more) helpful.

Re: EE ruined my credit score

BrendonH — Wed, 22 Jul 2020 21:47:14 GMT

If you closed the account after the last bill you had 30 days of usage still. You could have run up extra charges which goes on your next billing date.

By this message that exactly what happened.

You shouldn't have cancelled the DD until you received your final bill which EE would have sent you/uploaded to MyEE

Re: EE ruined my credit score

Vasilis_M — Thu, 23 Jul 2020 08:10:34 GMT

If I had asked 'What I should have done to avoid this', your answers would have been helpful. Thanks.

Re: EE ruined my credit score

Annoyed12 — Thu, 21 Jan 2021 14:45:40 GMT

Hi Do you know how long EE took to remove the default from your credit score? A similar thing has happened to us - EE ruined our chances of extension and remortgaging in 2013 when they did not even attempt to contact my wife about a £14final charge when she left EE.

Did EE ever try to contact you about your debt? I think we're on very good ground to successfully sue them for not attempting to notify us of the debt

Re: EE ruined my credit score

Vasilis_M — Thu, 21 Jan 2021 18:16:47 GMT

I'm actually not sure they removed it. I can't see it on my Credit Score but it is still on my Credit Report, this is why I was refused a contract with O2.

They tried to contact me but only via letter (to an address I had moved out). And this is my objection because they could also have contacted by email or text or call ( I was still their broadband customer!). The problem now is that the Deadlock letter is more than 12 months old, and Ombudsman can't investigate. I thought it was resolved, this is why I didn't go to Ombudsman earlier, but apparently it hasn't. And of course, EE is not re-opening the complaint or start a new one.

Did they not send you a letter?

Re: EE ruined my credit score

Credit_File_Iss — Mon, 25 Jan 2021 14:07:10 GMT

In exactly the same situation as you all, have 'begged' EE to remove the default of £37 as they made no attempt to contact me about it being overdue, even though I have other accounts with them all paid by DD each month and they had all my current contact details, but EE credit team say it has to stay for the next 6 years! It's disgusting they are getting away with this sort of thing, their lack of admin ability to contact customers is coming down on us and our personal lives! Just been refused a mortgage and very likely to have issues with my employment as well, given it relys on clear credit, EE have been told all of this and still refuse to do anything about it - only wish I had known what sort of company they were. I still have accounts with them in contract but after being a customer since I was 16 I won't be renewing them now I know how they treat customers.

Re: EE ruined my credit score

Vasilis_M — Mon, 25 Jan 2021 14:25:34 GMT

Thanks for your reply.

It is good to know that I'm not the only one in this situation. It is so unfair and unethical.

Have you raised it with Ombudsman?

Re: EE ruined my credit score

ParnellS — Tue, 26 Jan 2021 15:57:33 GMT

Vasilis... you are definitely not the only one.

My husband was oblivious that his tablet was incorrectly still being billed for when he moved his phone over to O2. They admitted their errors and promised to remove the ‘5 missed payments’ on his credit file. This was 3 months ago and it’s still showing, we are now going through check my file (that’s where we spotted the default). EE have never once sent ANY communication asking or demanding this money!

people beware.

Re: EE ruined my credit score

Leanne_T — Tue, 26 Jan 2021 16:03:03 GMT

Hi @ParnellS

Thanks for posting on the community.

There are 4 ways to query something on your credit file.

1. Via Chat

Click on this link between 9-5, Monday to Friday: http://ee.co.uk/help/accounts-billing-and-topping-up/billing-and-payment/understanding-credit-files

2. Via email to us

Orange, T-Mobile and EE – crqueries@ee.co.uk

3. Via a credit reference agency

Experian – experian.co.uk

Call Credit – callcredit.co.uk

4. Send a letter to our credit referrals team

Credit Referrals Team

6 Camberwell Way

Doxford Park

Sunderland

SR3 3XN

Please ensure you provide all of the following details in order for us to review your query:

Your full name
Your address including postcode
A contact telephone number
As much detail around your query as possible

Thanks.

Leanne.

Re: EE ruined my credit score

Vasilis_M — Tue, 26 Jan 2021 17:20:59 GMT

Hi @ParnellS

Thank you for your message. Sorry to hear about your ordeal with EE, which hopefully is resolvable.

My only option now is independent legal advice. And of course an email to my MP. They don't make it easy. I hope you it doesn't get that bad for you...

Re: EE ruined my credit score

Bradders84 — Thu, 08 Apr 2021 14:56:01 GMT

Well this is an interesting find - we are in a similar situation with EE and it’s infuriating when their Credit underwriting team just take a ‘computer says no’ approach to resolving the matter.

My wife cancelled her contract, but for whatever reason EE put a charge on the account but failed to notify her of this. Now possibly she cancelled the direct debit, but only after confirming the account closure over the phone and paying the final months bill.

When she was notified that there was a charge in the account (3 months later) she called to query it. She ended up paying the final bill, but annoyingly it’s now showing up on a credit report as a missed payment. Very annoying and their underwriting team seems to take a ‘computer says no’ attitude to trying to resolve the issue. There was no intention or even knowledge of this charge so it wasn’t a ‘missed’ payment.

Always paid on time by DD, never ‘missed’ anything - yet there’s no acknowledgment of their **bleep**-up or prospect that they’ll fix this, and it’s impacting mortgage applications.

Outrageous. Previously had a good time with EE but I’ll never give them custom again.

Re: EE ruined my credit score

Credit_File_Iss — Thu, 08 Apr 2021 15:32:36 GMT

I do have an open case with the ombundsman, EE originally disputed the complaint as they said the address I gave didn't match the account - another failing on their part which I am paying for as I changed all my addresses with them, or I thought I did, but apparently the store messed that up too and didn't change thie account I now have the issue with - it's one thing after another to be honest, but I will continue with my complaint and see if it gets me anywhere, I'll update if I have any luck - I saw someone mentioned legal advice, I couldn't find a solicitor who dealt with issues like this so if anyone finds one I would be interested as well, if the ombundsman doesn't go anywhere - i'm a year in to 6 yrs this being on my credit file, so I will try anything up to when it is cleared in 2026.

Re: EE ruined my credit score

Vasilis_M — Thu, 08 Apr 2021 15:39:54 GMT

Sorry to hear you are in the same situation @Bradders84 and @Credit_File_Iss

Hopefully Ombudsman will be able to help you.

EE seriously need to sort that out. They can't be treating their customers like criminals.

Before marking someone's credit file you should try to contact them by all means necessary. Who would like to save a tenner for a six years credit marking?

This is very bad practice on their behalf and I don't think I'll ever use them again.

Re: EE ruined my credit score

Credit_File_Iss — Thu, 08 Apr 2021 15:45:05 GMT

As we were in a similar situation with our mortgage, if you need it would suggest trying a company called Clever Mortgages (they are brokers which specialise in stuff like this, knowing which banks etc will see or ignore certain information and which won't) - I found them on google, they managed to get us a mortgage when 2 other brokers, including one we know very well, had said there was no way we would get one with my ridiculous EE default showing.