EE ruined my credit score

[Vasilis_M]

I had been an EE mobile and broadband customer for more than ten years. 

Last year (May 2018) I changed the phone provider and closed my mobile account.

I removed my Direct Debit from my EE mobile account for safety reasons. However, I continued being on EE broadband.

Months later I found out that there was a default in my credit rating because of an £18 unpaid EE mobile bill. When I closed my account I believed I had paid everything off. Unfortunately, I didn't receive any communication from them either by email or phone regarding this issue. I paid the bill as soon as I found out and I also closed my broadband account around the same time (March 2019).

I contacted EE and they refused to remove the default. 

This stigmatizing practice is infuriating and unethical, especially when it is used against unsuspected and loyal customers. My credit rating has plummeted (and the default will remain for six years) and it is impossible for me to get a mortgage now, because of an £18 bill which I was unaware of.

What would be the best way to deal with it?

[James_B]

Hi @eta,

Welcome to the EE Community.

I'm sorry to hear you have had an issue with your credit file. Please take a look at Credit files explained which details how you can query something that is showing on your credit file. The team will aim to respond to your query within 48 hours.

Hope this helps.

James

[artu]

Yes, account show as closed, and there is default on my file for 6 years...

[artu]

This sound horrible, I'm really sorry you're going through this, it is so unfair. If I was in a position of applying for mortgage, I would have the same situation. The default on my file resulted already in a simple 0% balance transfer credit card being rejected (I had no problems in the past). I did a credit check when they show you results from 4 different credit agencies, and 2 of them reported the EE default. 

It should not be happening. Even if the company if fined one day for these awful tactics (I believe one day they will), our lives are affected already and no one cares.

I was also assured by EE and the debt agency the mistake would not appear on my credit file and of course this was another lie. 

I was really surprised to learn UK companies could behave like this. Had I known this (I see EE already has reputation), I would have stayed away from EE as far as possible. 

[Bruno4]

Same whith me

[Leanne_T]

Hi there @Bruno4

Thanks for coming to the community, 

You can find information in our How does EE use my credit file information? article, this does include details on how to query your credit file.

Thanks. 

Leanne. 

[CB000]

Im pretty sure the other networks would not penalise your credit report for 6 years over £17 or at least be more receptive to genuine approaches to clearing the default.

The sooner EE are driven out of business the better.

[BrendonH]

@CB000 

Well you're wrong any network would if you owed them money and didn't pay 

Actually Vodafone is known to do this even if you don't owe them anything. They were on watchdog about it.

[BrendonH]

Only posting the truth.

You don't pay it effects your credit score. This includes every company not just EE.

[Vasilis_M]

It's slightly more complicated than this though, isn't it @BrendonH ?

It's not about not paying, it's about getting touch about it. Sending a letter might be thought to be enough, but as we see from many people who had the same problem, it's obviously not.

If there is a payment problem, you can also send a text, an email, even a phone call. Is it too much to ask? Especially, when in my instance, I was still a broadband customer and EE kept receiving my monthly payments without a problem. 

And now please stop propangadising. 

[Chris_B]

So between £14 to £18 has effected a credit report and everyone think that’s this is unfair.    At what point do EE turn a blind eye to the T&Cs of a contract that all customers agree too ?  It never going to be one rule for a small amount and a different rule for a large amount.   It’s the same rule that applies to all customers regardless of the amount.        The customer failed to pay so the customer not EE has to do the leg work to sort this.   Nothing like not taking responsibility for one’s own actions but blame the company that set out the T&Cs that the customer agreed too to start with.