Arrears I can’t locate

[Tilly14919]

Hello

i am not sure this is going to go to the right forum because i am confused as well. I moved abroad on the 18/08/2025 and the day before my mobile pay monthly was moved to payg - I did not cancel my direct debit as I was still paying for my device. Last week I got a notice from my credit report that my report was down by 110 points because o was owing on EE - checked my account online and the app but all my billing state I am up to date - checked my direct debit and they are still active so I could not locate any areas.

Contacted EE credit service via email they state I am in arrears and I need to pay before they can help with my credit report - but I can’t see any arrears how can I pay for something that’s not there I feel like I’m going crazy. They have told that all they can do for now so I have to contact customer service - I’m in Asia and two problems with that time zones and the cost of waiting on hold for a long period and been passed along like a hot potato.  

Please can someone tell me how to find this missing arrears so I can sort this out my credit is tanking rapidly or can someone at EE just help me. 

[Michael_D]

Hi @Tilly14919 

Thanks for coming to the community.

I can appreciate you'll want to find out what this arrears is, and get it cleared.

We don't have access to any account information here on the community, so you would need to give our billing guides a call so they can locate your account and see what has happened.

You can see how to reach the team from abroad on our Contact us from abroad page.

Michael

[bristolian]

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@Tilly14919 wrote:

Last week I got a notice from my credit report that my report was down by 110 points

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Credit scoring is not much more than a marketing term, every lender & CRA use different criteria to score and so this doesn't mean much.

If you've not done so already, you should obtain a free copy of your credit file from the 3 leading CRAs (Experian, Equifax & TransUnion) and check those line-by-line for anything you feel is inaccurate.

Then query those inaccuracies, in knowledge of at least some of the detail. Endless imaginative "scores" won't give you this. Edited to add links to credit report requests...

https://www.experian.co.uk/consumer/statutory-report.html 

https://www.equifax.co.uk/Products/credit/statutory-report 

https://www.transunion.co.uk/consumer/get-your-credit-report 

[Tilly14919]

I mean the contact from abroad section is not really user friendly it’s just a +4407 number and every time I buy an international calling pack from China by the time I finish waiting and speaking to the robots it’s finished so how am I supposed to contact them 

[Tilly14919]

All of them state the drop in credit is caused by  EE  - the EE credit email states it’s them but they can’t help me unless I clear the arrears which I can’t because it’s not showing on my account both on the app and online so I can clear something I can’t see - tried the faster payment link but it just asks me top up. So I have no idea what to do now 

[Michael_D]

It would need to be a call to customer services @Tilly14919, as they would need to locate the account it is for.

The only option if you aren't happy to do this would be to raise a complaint online, and someone will get back to you to look at it further, but that would usually be at least 7 days.

Michael

[bristolian · Accepted solution]

Like I alluded to before, the only credit score that's relevant to any application for credit is that done by the lender you're applying to - and that is totally confidential to them.

The "scoring" done by marketing firms (I include Clearscore etc in that) is indicative only, and useful for only the most basic "having an idea" checks. Any investigations such as yours, should be based on your actual credit file - the same file which lenders use against their own internal criteria.

Out of interest (and by means of giving advice) does the info you currently hold, give details about the account number to which this alleged debt relates? Your credit file will give this info, and also provides a good basis to query with EE, or any other lender. Once you have that info, you can email your details to crqueries@ee.co.uk - this email address is listed on https://ee.co.uk/help/billing-payments/financial-support/credit-files-explained 

That may save you a phone call to EE's international number (which, by the way, is +44 7953 966150 - you cited +44 07 above which may explain some issues you had)