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?

[Leanne_T]

Hi @Susanna01

I'm very sorry to hear this has happened. 

How long ago was this reported to our mobile care team for investigation? 

Is the bill you have received for the new plan?

Leanne. 

[Alioftheclarks]

Did this ever get resolved? I've got this exact issue about some useless tablet that I was talked into and never used; hence forgetting about it when I moved to a different company at the same time as moving address.

[Chris_B]

@Alioftheclarks   But that tablet was still on your EE account and was still being billed for when you stopped the DD.   You might of forgotten about it but your EE account was still open because of the tablet and still would have shown your your bank account. 

[CB000]

Do you work (on payroll) for EE Chris?

[AlexPBP]

Vasilis has a point, reading T&Cs for something that is £15 a month is not something we do. I do know know anyone that read his communications contract. I'm a lawyer and I've never read the telecoms contract until I've actually had a problem, none of my lawyers friends have read their contracts either. It's just not practical to do so.  But that doesn't absolve EE from a duty to act fairly - e.g. by contacting individuals directly where letters return undelivered. Even court judgement can be reversed where a defendant hasn't received notice, so it's always best practice to exhaust all means of communication before marking the credit report. Ultimately, the credit reporting system is a privilege that the telecoms benefit from without it having any justification in today's world (and it's unlikely that EE can justify reporting in the case of an airtime only contract) but it's unfortunate that reporting by telecoms is such a standard practice in the UK that we blindly give this right away. 

[AlexPBP]

Thanks, can you pinpoint the specific rules which generate this duty to report to CRAs in the case of airtime only contracts (as opposed to credit contracts)? I'm not entirely sure there is such a duty. The telecoms usually argue (as per their privacy policies) that they have a legitimate interest to report, rather than a 'duty'. 

[heedjamie]

Hi all,

this seems like a very common problem, as i have had the same issue, 2019 o2 bought out the remainder of my contract only for ee to add an extra charge, 

no email to the same email address ive had for 20 years, (ee's response was we didnt have an email on record, however i have an ee auto response for a bill that was paid in 2018 still in my inbox)

no telephone call (to the same number i transfered over to o2) or text,

now i have a default on my credit score massively effecting my ability to remortgage which is going to cost me 10s of thousands in poor credit mortgage companies, 

ive emailed crenquiries@ee.co.uk and await their response but looking at the responses above this will bring no success, i agree that the only way forward would be a court case which would be more beneficial if it was a joint case with all who are in a similar situation

[Chris_B]

@heedjamie    How did you pay your EE bill ?  

[heedjamie]

It was passed to lowell without me knowing and lowell got intouch, it was then paid the same day, however its still a default on my credit albeit a satisfied default

Sent from Samsung Mobile on O2

[Chris_B]

@heedjamie   I asked how did you pay your EE bill.   Ie when you was an EE customer .  Did you pay via DD for example.