EE ruined my credit score

[Vanndammo]

I had an EE phone contract and also a flex pay loan on my mobile phone and I decided to leave the EE phone contract as it was much cheaper on Vodafone. The problem is when I left the EE app crashed and it wouldn’t let me pay my bills. I was trying most days to pay and it was either saying that there was no balance or that there was a problem. I called EE to fix this and they said that they were getting technicians to look at it but I never heard anything back. They also said that I could keep bringing up each month to pay my bill and I said no that wasn’t appropriate being as though I wanted to pay it on the app which I had always done.  The EE app is now working again for myself after a three month crash but EE has put me as not paying my phone bill for three months to the credit reference agencies even though I had an ongoing technical problem. Is there any way I can get EE to remove these credit score issues as it’s really hurting my credit and I’m unable to get a mortgage. I did have the money to pay. I just chose not to while they were waiting for the technicians to sort out the problem.

[Vanndammo]

 

 

[Vanndammo]

All of the rest of my credit is perfect it’s just EE that has messed it up due to not being able to physically pay  

[Northerner]

Hi @Vanndammo 

Your Flexi pay contract is separate to EE tariff. 

Why not have a direct debit in place. 

From your initial  post you knew there was outstanding balance but decided to leave it rather than as advised call EE. You ruined your own credit. 

https://ee.co.uk/help/billing-payments/payment-methods

You need to speak to EE CS on 150 or via the numbers here: https://ee.co.uk/help/contact-ee

Thanks 

[Vanndammo]

 

I don’t like direct debits as I’m self employed and don’t always have money for a set date. I have always paid manually. Plus there is no rules to say I should have one. EE have ruined my credit by removing my ability to pay the way I had for years and years. I was with EE for 20 years 

[Vanndammo]

I knew EE bill and flex pay was seperate I physically couldn’t pay either. I couldn’t pay my “final bill” or continue paying the flex pay until they fixed the problems 

[Schockwave]

@Vanndammo , no, they have not ruined your credit score, but you have done so yourself by not paying by other means either by ringing them up and paying over the phone or here:

https://ee.co.uk/bills-payments/mobile/fast-payment-payg

There is always a way to pay even if the app does not work if you did not want to have a direct debit.

[Vanndammo]

 I was not told I could pay like this so it’s another part of the complaint I’m making to them. They have already cleared 2 “missed payment” marks off my credit as the app for me has broken before.

[Schockwave]

@Vanndammo , you could have checked for yourself when coming to the website and would have probably found ways to pay or asked here in the forum before now and also asked customer service about ways to poy, as you are self employed, I would have thought you would use your initiative. I certainly would be concerned and make sure payments are made on time, personally, rather than get a bad credit score, you cannot blame EE, as it is up to you to make the payments on time.

[Vanndammo]

I had been making EE aware since 18 days after I left them I couldn’t view or pay my final bills. I couldn’t access my flex pay.