topic Re: Issue in Contracts & Billing

Issue

SamEE17 — Thu, 23 Jan 2025 20:11:44 GMT

Also having the same issue and no idea why.

Applied online and heard nothing for a week, contacted EE to be told it had been declined on credit. Attempted to sign up again over the phone but declined a second time.

Credit score is excellent. No missed payments, large credit availability and own my home.

Apparently they're having a lot of these issues and new sales are having to refer cases to the credit team.

Sort your systems out EE!

Re: Issue

bristolian — Thu, 23 Jan 2025 19:22:51 GMT

@SamEE17 wrote:

Credit score is excellent

There's no such thing as a credit score, except in the marketing department of credit agencies.

What you have is a statutory credit file, which individual lenders will score against their individual criteria known only to them.

Re: Issue

Chris_B — Thu, 23 Jan 2025 20:54:23 GMT

@SamEE17 So you had two hard credit searches now that will show on your credit report. This isn’t ideal in such a short time frame as this can effect that rating a lot

“Credit score is excellent. No missed payments, large credit availability and own my home.”.

Doesn’t mean anything unless you are actively using credit and seen using it within your means.

Re: Issue

SamEE17 — Sun, 26 Jan 2025 02:15:38 GMT

Thank you so much for the clarification. I feel it's really helped me to understand the issue I'm facing with EE...

Re: Issue

SamEE17 — Sun, 26 Jan 2025 02:22:21 GMT

Thanks for stating the obvious. I have no other desire for credit currently, so I'm not fussed about two hard searches from EE, whilst they try and find an ounce of competency in setting up my contract.

I regularly use portions of my credit allowance and pay it off in full each month. I'm not here to question or pick holes in my own credit file, as I know my record is impeccable.

EE clearly have issues within their system. Only today I had a response from their credit dept. saying they wouldn't overturn the decision as I had two accounts open with them. They gave me the account numbers of two different people with the same name - this just shows the level of competency that we're dealing with here...

Not only is this a data breach, but also indicates serious internal failings.

Re: Issue

Lesley_W — Sun, 26 Jan 2025 10:52:19 GMT

Hi @SamEE17

Welcome to our community.

I have sent you a Private Message to your community inbox.

Lesley

Re: Issue

SamEE17 — Sun, 26 Jan 2025 22:50:05 GMT

Hi Les,

Please see email below:

Dear Mr SamEE17,

Thank you for your email regarding your recent application to EE.

I have reviewed your application following your query and we are unable to overturn our original decision as our records show that you already have an existing accounts with us; Accounts **********, ***********.

If you would like to request an additional line on your existing account, you can visit one of our EE stores, call our Telesales Department on 0800 956 6000 or log in to your My EE account.

Kind regards

Mark

Credit File Correspondence Team

Re: Issue

Linzi_H — Mon, 27 Jan 2025 09:26:49 GMT

Hi @SamEE17

Can you please check your Private Messages.

Thank you,
Linzi

Re: Issue

Varin — Fri, 21 Mar 2025 12:49:46 GMT

My score is 950 in Experian. We own a house to which we moved in recently, we have a household income of 100K+, and I just got told over the phone that credit was declined and I will get my 30 quid back which I paid for the phone initial payment.

The whole process is surreal. I placed an order online, got an email thanking me of the order and saying that EE will contact me if they need extra info. I rang a day later after I couldn't track my order on EE site as it'd say that it times out every time. I rang the 0800 - it prompted me to my account like I'm already a customer. After fighting with the automated system I eventually got connected and told that my credit report "didn't run" and they had to run it on the phone. Then it came as declined.

I have had no credit declined for decades, what is happening?

Re: Issue

SamEE17 — Fri, 21 Mar 2025 14:11:52 GMT

Good luck is all I can say!

The two account numbers I was sent were for separate people with the same name, but different dates of births and addresses.

I kept at it for principle of wanting to get the contract and in full knowledge that my credit wasn't an issue.

EE are extremely incompetent, but we got there in the end.

Perhaps try getting through to credit department and request a reason for it being declined.

Re: Issue

Varin — Fri, 21 Mar 2025 14:52:23 GMT

Best thing is, I checked Experian and CreditKarma - there is no indication of any credit searches from EE at all. This is bit absurd. I will try credit department, bit strange.

Re: Issue

SamEE17 — Fri, 21 Mar 2025 15:03:35 GMT

Yeah they're honestly useless.

I got passed from pillar to post before finding a resolution. Had to print off credit statements and send them to the credit department.

Worst of all is the data breach they made by sending me other people's account information. If it wasn't for the deal, then I would have left it and stuck with Vodafone (in my opinion better, but slightly more expensive).