I contacted EE CS to ask whether there had been any change to my credit class as I've now paid my 3rd bill after switching from Flex to PAYM. To my complete surprise I was told it had been downgraded from "Below Average" to "Poor". I said that can't be right as I've paid my bills in full and on time every single month without fail, whilst also spending far more with EE through Charge to Bill items which again we're all collected via DD successfully.
The first CS Rep I dealt with tried telling me it could be due to a duplicate payment I made in October. However, I explained I paid £75 on 1st October via Debit Card to cover some Charge to Bill items, and that EE then collected the remaining £45.13 on 25th October via DD. For information my DDs are due on the 24th of every month, which during October was a Sunday, hence why it was taken the following day (25th October). My first bill for £18.97 was successfully collected on 27th September, and the latest DD for £96.85 was collected on 24th November.
I also said to the CS Rep that EE recently upped my internal credit limit from £100 to £260, which presumably wouldn't have happened unless EE were satisfied with my good payment history and account standing. The CS Rep could literally not get a straight word out of his mouth and simply said "Uuhm.. Well.. I'm sorry I don't know what else to say..". At that point I terminated the call as the CS Rep clearly didn't have a clue what he was talking about, whilst also being unable to handle my query effeciently and professionally.
I then redialed, waiting another 40 mins, and eventually put through to another CS Rep who was super helpful. He fully listened to my issue and understood my frustration. He had a look through my account and couldn't make sense of it either as payment history has been excellent. He therefore advised me to email Credit Referrals to dispute my credit file, and I am currently awaiting a reply from them.
Currently, on the My EE app it says I can upgrade to a handset contract 15th March 2022. I explained I am scared whether this may now be in jeopardy, to which 2nd CS Rep said as far as he could see it shouldn't have any bearing on me being able to upgrade. Can anyone confirm whether this is true?
Credit Referrals have said previously;
"Credit checks are only performed when a customer is obtaining a new account. When a customer is active other factors are taken into consideration such as length of service and payment history with EE"
If anyone has experienced anything similar and can cast any light on this senseless situation it would be very much appreciated.
TIA!
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