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EE ruined my credit score

Vanndammo
Investigator
Investigator

‎16-08-2026 11:30 AM

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.

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12 REPLIES 12
XRaySpeX
EE Community Star
EE Community Star
In response to Vanndammo

‎16-08-2026 12:33 PM

No, that is the Fast Top-up for PAYG. For contracts you need to use https://myaccount.ee.co.uk/fast-payment/ online to pay by UK bank card. You don't need to login or register anything. All you need is your mobile no. & it doesn't remember your card details.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
garybs29
Scholarly Contributor
Scholarly Contributor

‎16-08-2026 12:36 PM

You were given different ways to pay but didn't follow them as you "didn't want to" thats not EE failing to give you an option it's your choice so you ruined your credit score not EE. If there had been no way to pay then yes EE's fault but you not wanting to pay one way is not

ee_user14
Skilled Contributor
Skilled Contributor
In response to Vanndammo

‎16-08-2026 05:48 PM

@Vanndammo wrote:

IMG_3561.jpeg

 

EE have ruined my credit score

Congratulations posting a so-called "AI" best-guess search result from Google. rather than a direct link to EE's website - those results are very often wrong.

As for your credit score being allegedly ruined, there's no such thing. You have a credit file which any lender will rate you according to their criteria. Clearscore have invented a set of criteria which suits their marketing purposes and have no value beyond that.

Check your statutory credit file with the 3 main agencies, and make sure there's no wrong entries on there. Anything beyond that, is down to individual lenders.

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