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EE Employee

How EE uses Credit File Information and what can affect your Credit File

[ Edited ]

 

This article is no longer up to date.

 

Please follow the link below for the latest information.

 

How does EE use my credit file information >


In this post we'll cover some basic credit file info, how EE use credit file information, how contracts can affect your credit file and what to do if your ever in a situation where you are struggling to pay.

 

Credit Files can be a thing of the unknown and some people may have more knowledge of the ins and out and how they work than others.

 

Any queries or questions don't hesitate to ask below!

 

 

How does EE use Credit File information?

 

EE uses customer data held by the Credit Reference Agencies to come to a decision on any application you make.

 

There are 3 Credit Reference Agencies we use are;

 

  • Experian
  • Equifax
  • Call Credit

As we use this information, in return we must then record a true reflection of how you conduct your account. This information is provided to the agencies automatically each month.

 

When you apply for a contract with EE the credit search will show for 12 months, after this it will automatically be removed from your credit file.

 

 

Late Payments and Defaults

 

A late payment will show when a bill is paid late. If it is two months late it will show as a 2, three months late will show as a 3 and so on.

 

A default is the result of a bill or bills being paid late for 6 consecutive months.

 

As a provider we are not required to write to customers to tell them we are recording a default on their Credit File or provide a copy of their original agreement.  This is because we are not regulated by the Consumer Credit Act. 

 

Your account will have been through the full Collections cycle before a default is added.

 

When you pay your account after a default your credit file will show as ‘satisfied’. Once ‘satisfied’ the default will stay on your credit file for 6 years and cannot be removed by us as you have defaulted your account.

 

 

What to do if you're having difficulties paying your bill

 

If you are having trouble paying your invoices please don't cancel your Direct Debit or just not make a payment. Doing this could seriously impact your Credit File and affect your chances of obtaining credit in the future.

 

We have a specialist Collections team who can discuss your options around payments in times of difficulty, in order to minimise the risk to your Credit File.

 

If you find yourself in this situation please Contact Us and speak to our Collections Team.

 

 

Some useful Credit File info

 

  • When moving between either Orange or T-Mobile to EE your Credit File will show as closed on your old account and open on your new EE account.

 

  • If you share a house or flat with someone or move to a property of someone who has a poor credit history, this will not affect your Credit Score unless you are financially connected.

 

  • If you are declined credit due to late payments or defaults on your Orange, T-Mobile or EE account that are correct, you will need to contact the lender who has declined your application to appeal the decision. The reason for this decline will be down to their credit decisions.

 

  • EE is recording a true reflection of how you conducted your account, therefore no amendments can be made.

 

 

How do I query my Credit File?

 

There are 3 ways to query something that's showing on your Credit File;

 

  1. Via email to us

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

  1. Via a Credit Reference Agency

    Experian – experian.co.uk

    Equifax – equifax.co.uk

    Call Credit – callcredit.co.uk

  1. Send a letter to our Credit Referrals Team

    EE

    6 Camberwell Way

    Doxford Park

    Sunderland

    SR3 3XN

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

 

If you find something on your Credit File that you don't recognise and believe to be fraudulent please Contact Us so we can investigate.

19 REPLIES
by
Grand Master

Re: EE - how we use Credit File Information and what can affect your credit file


@Karen_C wrote:

This is because we are not regulated by the Consumer Credit Act.


Really? I'm surprised! EE does extend credit to its custs. I doubt that statement.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
by
Maestro

Re: EE - how we use Credit File Information and what can affect your credit file

Hi, 

 

You can also get your free credit report here: https://www.noddle.co.uk/

 

Thanks,




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekdays and until 8pm on weekends. Calls outside that time (till 10pm weekdays and 8pm on weekends) cost 50p per call. These costs also apply to calls to 07953 966 250.
by
Visitor

Re: EE - how we use Credit File Information and what can affect your credit file

I can sympathise with this as I was rejected by EE as well which is the first time ever. I checked Experian as suggested and my score is.....999 out of 999!

 

Currently contemplating writing to the newspapers or perhaps Watchdog as I was told in a busy Carphone Warehouse I had failed the credit check. Total embarrassment! Tried online and same result, even making sure dates etc tied in with my Experian  Report. Same result.

 

 

Have looked at other replies from EE on this site and do not expect much progress, although you never know.  Looks like I am going to have to go to another provider.  Oh and I was trying an upgrade at CPW, andbits paid by DD so GKW they are up to.

by
EE Community Support Team

Re: EE - how we use Credit File Information and what can affect your credit file

Hi @bdow67,

 

Welcome to the Community.

 

You don't need to be credit checked to upgrade so they must have made an error in CPW.

 

If you get in touch with customer service our upgrades team will be happy to help.

 

Thanks

 

James

by
New Member

Re: EE - how we use Credit File Information and what can affect your credit file

[ Edited ]

The customer credit help email is bouncing back who else at orange can I contact

by
EE Community Support Team

Re: EE - how we use Credit File Information and what can affect your credit file

Hi @Olideadman

 

Thank you for your post Smiley Happy

 

Have you tried sending the email again today?

 

That is the correct address and if you can't get through via email then you will need to send a letter as outlined in the main post.

 

Thanks 

 

Richard Smiley Happy

by
Visitor

Re: EE - how we use Credit File Information and what can affect your credit file

Hi,

 

I've contacted the apporapriate email address a number of times with no response.

 

I have a dafault on my credit history from orange (EE) from a number of years ago when I closed my account. At your own admission, (confirmed a number of times by customer service) this was a clerical error and the £40 was actually paid. Now I have a 'poor' credit status which is causing me significant strees and also danger to losing a house.

 

The fact that those dealing with such serious and current life affecting issues, can only be contacted via email & post (come on it's 2016) is baffeling.

 

Please urgently help!

 

Anthony

 

 

by
EE Community Support Team

Re: EE - how we use Credit File Information and what can affect your credit file


Hello there @lacey,

 

I am very sorry this has happened.

 

You can contact the credit file team via email only and they will get back to you when an investigation has been completed.

 

Thanks very much.

by
New Member

Re: EE - how we use Credit File Information and what can affect your credit file

I'm just researching EE's credit score policy and came across this post which states that EE are not regluted by the Consumer Credit Act.

 

I can report that until 20/01/2016 EE held interim permissions from the Financial Conduct Authority (who now also regulate Consumer Credit) to carry out consumer credit business, consumer hire and credit brokerage. Since 20/01/2016 EE holds full permissions to conduct the same regulated activities. Do a search on the FCA firm register to confirm.

 

The more I dig, the more I find!

 

 

by
Grand Master

Re: EE - how we use Credit File Information and what can affect your credit file

@herculean : Exactly https://community.ee.co.uk/t5/Other-EE-Services/EE-how-we-use-Credit-File-Information-and-what-can-a...

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
by
Visitor

Re: EE - how we use Credit File Information and what can affect your credit file

[ Edited ]

Dear Karen,

 

My credit file / report has no bad record, apart from the late payments marked by Orange, but it was not my fault and indeed, I have several thousands pound in the bank account.  It was your company causing the problem.  I have followed the links to contact your Orange department twice, but I have not got a reply and no response at all.

 

I have set up an Orange account via an online company, e2save, a company currently under Carphonewarehouse, which I have used for many years, on January 2014.  I have never had problem with them.  Only for this occassion, you have incorrectly marked my credit rating.  Firstly, you did not set up the direct debit correctly, which I did not know and you could not get the charges in time from my bank account for the first 2 months.  I have fixed it with you, once I noticed the problem.  It is hardly my fault and I shall not be penalised for that.

 

At the end of the contract, on February early this year, I have terminated this contract, phone number xxxxxxxxxxxx, account no.  xxxxxxxxxxx to set up a new one, which is a common practice.  I have informed you to terminate the contract on February.  You have taken the charge correctly on 18th January, then took £27.18 from my bank account on 18th February and finally you credit £2.90 back to my account on 8th March into my account to finalise the contract.  Everything had gone smoothly.  However, you have reported to the credit agent that I have made a late payment.  It is not right, isn't it. 

 

I am currently buying a house, but it is your mistake has caused the problem.  I have tried to contact you for a couple of weeks, including called you on the phone and sent you email with all the proofs to the link showing below creditfilequery@ee.co.uk, but you have ignored me.  Currently, I am under a lot of pressure from the seller to sort this problem.

 

Quite frankly, if my purchase will fall through because of your mistake, I will sue your company for compensation, including the deposit, the additional rent, the legal fee and the price difference for me to buy a similar house as the house price is currently rising.

 

Kind Regards,

Hercules

 

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

by
EE Community Support Team

Re: EE - how we use Credit File Information and what can affect your credit file

Hi @C120Hercules

 

I completely understand how you must be feeling.

 

However the process is that this must be sent via email to the address in this thread or by writing in.

 

In community we have no account access and can only point you to the area you need to visit to help find resolution.

 

Thank you

 

Richard

 

Smiley Happy

by
New Member

Re: EE - how we use Credit File Information and what can affect your credit file

You need to use the correct email address or they will not be able to write back to you.

 

At the moment it seems to be:

 

credit.queries@ee.co.uk

by
Grand Master

Re: EE - how we use Credit File Information and what can affect your credit file

[ Edited ]

The OP says that email is for EE & T-M only. For Orange it's creditfilequery@ee.co.uk as used by the Orange user you are replying to.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
by
New Member

Re: EE - how we use Credit File Information and what can affect your credit file

I am extremely disappointed with EE. I have email, credit queries EE, about six times and still no replies, this is very bad practice.

 

I have a late payment on my credit file, for £0 pounds...... which is showing as a negative, and has massively reduced my score on Experian. This is totally unacceptable and I will be escalating this to the financial ombudsman if this is not resolved.

 

I have been with EE for a number of years, and have been satisfied with the service, I have never missed a payment or defaulted on my account, and am quite upset that I now have a black mark against my name.

 

Would be really grateful for any advice

by
EE Employee

Re: EE - how we use Credit File Information and what can affect your credit file

Good Morning @kaybentley6

 

Welcome to the Community! Smiley Happy

 

Is the default against a closed account or is the account still open?

 

What date does the default show?

 

Thanks - Karen. Smiley Happy

 

 

by
New Member

Re: How EE uses Credit File Information and what can affect your Credit File

Hi,

 

I have just applied for a motgage and have been refused due to a default on my credit report. I don't recognise this default, however the opening date of the account only matches an account I had with Orange. It also says that it's for a Telecommunications Supplier. I have never missed a payment for that account and it was successfuly closed in November 2014 after transferring my mobile number to a different company.

 

Could you please check if that default appears on my credit report because of the account I had with Orange?

 

I would really like to solve that issue as soon as possible as I never had any late or pending payments for that account and I have never cancelled my direct debit.

 

Thanks

Ivan

by
Grand Master

Re: How EE uses Credit File Information and what can affect your Credit File

@igenchev: This user discussion forum can have no access to your records with EE & is unable to check anything for you.

 

You have all the info. you need to deal with this in the OP of this thread you latched onto.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number 020 7362 0200 or Freephone 0800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
by
EE Community Support Team

Re: How EE uses Credit File Information and what can affect your Credit File

Hi @igenchev,

 

Welcome to the EE Community.

 

Your credit report should clearly state the name of the company that has added the default to your credit file.

 

If not, please get in touch with customer services and a member of the team can check your account.

 

Thanks

 

James

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