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?

[Vasilis_M]

@BrendonH 

The factual things you claim you assert are just common knowledge and nothing else.

If I were the only one complaining here, then I'd say I may be wrong. But when many people complain for the same issue, then there is a problem. 

Telling people off for not having read the whole contract is not an advice. A company cannot proceed to unethical acts because of a signed contract, it doesn't make it right. Telling people 'you should have done this or that' is not helpful either. And this is why Ombudsman exists. This is why Ombudsman may step in and tell EE they are wrong. Even if there is a signed contract. Your own Bible. 

And again, the problem here is not that someone didn't read a contract, The problem is that a company instead of informing their 'loyal' customers for a missing payment, they decided to mark their file. End of story. 

[BrendonH]

@Bradders84 

PAC code offered, and declined. However EE still sent it out and then because it wasn’t used they used that as an excuse to say the contract wasn’t cancelled in the first place.

@Bradders84 I think you need to start reading what you put and stop changing your story. The above is what you said.

@Vasilis_M the reason why I stated the other companies contracts doesn't matter is because this is the EE forum we are talking about EE. You should read every contract he's but regardless of that we are talking about EE. Not Halifax or Ford etc.

Many people complain about kill the bill so should we do that? Just because many people complain about something doesn't make it that the company should let people off for not paying their bills.

When you have to give 30 days notice they would never state the bill is paid and nothing is outstanding because you have 30 days still to use the contract and could run up our of allowance charges.

The ombudsman exists yes but it doesn't mean they will side with the consumer just because you complain.

If you miss a payment EE does let you know by text. Yes you not have that number anymore because you have cancelled but again this doesn't matter. It is down to you to ensure bills are up to date not EE.

Final bills are sent in the post. If you haven't updated your address it isn't EE job to be all knowing and automatically think "oh no he moved last week/year, he just didn't let us know" because how would they know? Again this is your responsibility. DDs should stay in place you don't actually have to cancel them. Payments will stop when you don't owe anything. I personally never cancel a DD until a few months has passed. Yes I have been billed incorrectly afterwards sometimes but I contact the company and sort it out and I normally have they resolved within 24 hours.

My replies are common knowledge yet people don't seem to have that then do they. Any company would mark your credit file for missed payments. Just because you don't like it doesn't mean they have to stop.

[Vasilis_M]

Kill the Bill is very important for a variety of reasons. When many people complain about something, there's a high possibility that there's something wrong. Law is not a self-constituted entity but it is made by humans. And it does change according to the needs of any given society. 

And also I did keep the same number, but I received no text, You see I used the PAC code, unlike bradders. 

[artu]

I had a similar problem.

I have cancelled my contract with EE, while I already had another provider I spoke to EE one the phone to confirm I had nothing outstanding and contract was cleared. I have then moved out to a different address. A few years later I find out my credit score is damaged, and around $20 fine I apparently still owed was now over $100 with interest. I have paid that the a debt collection company, when I explained, they told me they would make sure default is removed from my files. Still, a few years later, it still shows up and ruins my score.

This practise is appalling, unethical and simply horrible. I was lied to, robbed of my money (I couldn't have used more minutes or data as I have already swapped cards in my phone by the time I cancelled my contract and confirm with EE everything was paid) and now consequences last years.

Disgusting company. 

[BrendonH]

Defaults only come off after 6 years even if you have paid them, they'll change to settled but they are still there.

You may have been up to date at the time of calling to cancel but it takes 30 days to cancel so you could have incurred charges, it is always advised to never cancel your DD straight away.

If you moved house how could EE contact you about this? It is down to you to make sure everything is fine and there are credit report companies out there you can use some for free.

[Vasilis_M]

Sorry to hear it mate. Report to Ombudsman, they might be able to help. Absolutely agree, they shouldn't be allowed to do it.

[Chris_B]

@Vasilis_M  @BrendonH  Has repeated the same thing I agree with that.  But why is no one a understanding what’s been put.  Why are customers blaming EE because that customer stopped the DD too early.      30 days notice means there is still 30 days where that customer can run up a out of allowance charge and that charge will be paid after the 30 day period.  Don’t cancel a DD when you can still incur a charge that needs to be paid. 

[Vasilis_M]

When someone asks advice for a problem, it is at least insensitive to tell them that they should have done things differently. Especially when the company has shown no interest in contacting them and resolve the matter as painlessly as possible. And when I say contacting, I don't mean just one letter.  And it is massively unfair to mark someone's credit file for a £10 debt that they were unaware of. And if it were just one person I'd say ok. But when it happens to so many people, then something is wrong. 

[artu]

@BrendonH 

Well, the person on the phone who was asked to confirm  my account was settled for closure should have told me there are other costa that may still occur, rather than confirm it was all settled. 

As for contacting me - I don't know - XXI century, a email springs to mind? All the other advertising crap kept arriving, just not the essential part about me apparently owing money?

The company had no interest in informing me, had they? They got much more through this dodgy practise, I get that.

Through the years I have used several providers and EE is the only one I would never consider. I know, not a big deal, just hope one day companies like this will pay as customers being treated fairly becomes a thing.

[Vasilis_M]

If you miss a payment EE does let you know by text. Yes you not have that number anymore because you have cancelled but again this doesn't matter. It is down to you to ensure bills are up to date not EE.

Also I received no text. Nothing.And I kept the same number.