cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

EE affected my Credit Rating

Dolapo123
Visitor

Hi Community,

I had a contract with EE some years ago and everything was fine until I started experiencing no service at home.

This persisted for over a year leading to my inability to efficiently work from home due to a lack of service within my home.

I complained to EE over this period and they ran all kinds of checks and informed me that the problem must be due to some sort on insulation within my walls, which baffles me as the structure of my home has never changed. To get to the point in my exasperation at paying for a lack of service whilst simultaneously running a Three (3) mobile service contract I informed EE that I would cancel my Direct debit. I then contacted the Ombudsman as required by their customer relations department and logged the dispute. three months later the Ombudsman agreed that I had to pay off the existing contract even though i was getting No service indoors as EE small print DOES NOT GUARANTEE service indoors.

I paid the full amount as advised plus a surcharge of an extra £50 levied by a 3rd part debt collecting agency on behalf of EE.

To my dismay I find that EE recorded the payment as SATISFIED on my Credit Report which affects my Credit rating for the next 6 years???? Why should they be able to affect my credit rating for 6 years after payment even when they failed to provide me adequate service?

I suggest people look at these mobile phone companies for their suspicious actions which have consequences before they enter 1 sided contracts with no care for their customers. 

I want to write to the higher ups at EE to get them to clear my records as i work in financial services and they are affecting my future. Does anyone knows who to contact at EE?

 

 

1 REPLY 1
bristolian
EE Community Star
EE Community Star

First off, you don't need mobile network coverage for your phone to work indoors - WiFi-calling is available as a mitigation for any indoor coverage issues whenever and whyever they occur. As has been pointed out, no network guarantees indoor coverage or even service in any specific location - despite the best efforts of coverage mapping.

If the outstanding amount in question had been recorded as a default on your credit file (your reference to external DCA suggests so), and you then subsequently paid it, then to mark it as settled is entirely correct process. Not just for EE, but the credit reference agencies & wider financial services industry.

Ombudsman decisions are binding on the organisation if you've accepted the outcome, but are otherwise free for you to accept or reject. If you're not happy with the outcome, your next step would probably be to consider a civil action - most likely in the small claims court - for any financial loss you have suffered due to what you presumably allege is a breach of contract. I would strongly recommend you seek independent legal advice before proceeding here, as I wouldn't be too surprised if the Ombudsman decision would be persuasive.

Certainly, it's quite common that if an unresolved complaint has already been referred to external arbitration, the "higher ups" as you put it, won't add anything further to what may have already been said.