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?

[Chris_B]

EE tactics are disgusting ?  they sent your letter okay it was to an address that you no longer live at buts that’s all they had to send it too.   You might have a broadband with EE but you were not behind on payments with that like you was with your mobile and the people who were sorting out your mobile debt are not gonna start trying to find if you’re a broadband customer.    It’s different departments within the same company.   

 You closed an account you stopped the DD and you changed address and you think EEs at fault for not making contact with you about a none payment.  But they did though but you no longer was at that address but it’s there fault isn’t it for not knowing your correct address and it must be there fault because you closed the DD down before any final payments got billed.   I’m pretty sure you wouldn’t close the DD down if EE had to reimburse you and I’m sure you’ll be on here complaining if they didn’t pay you back.   It works both ways so where does EE go to complain about customer not paying.  Oh that’s right it’s becomes a default on your credit report.   Before you say anything else you was in control of your EE account you was in control of your direct debit payments and you was in control when you stopped everything and changed your address without informing EE.  

  Time to move on and and except you did this to yourself without realising what you were doing at that time as you thought it was perfectly acceptable to terminate the DD before the account had been officially closed by EE as all payments had been made. 

[Kawash]

In the same boat as you, I took out a mobile broadband so like a portable Wi-Fi on a rolling contract with them that I would need for only a month. I called them and asked them to cancel it with a 30 days notice as asked, which the guy on the phone said was done. I have a Revolut account and set it up on that to my detriment, I don’t really check it much and just had like £150 in it. So a couple months later I get a debt collection post saying I owe them so and so, I thought it was a scam(Well it still was) and called EE to make sure and hold and behold they had charged me every month since to the tune of like £200. I was livid, told them I cancelled it and they said they had no record of it being cancelled. I got 5 missed payments from EE, saving grace is I’m 21 atm and don’t see myself getting a mortgage till I’m 28ish and have enough saved up, but I have made sure to never touch any of their services and advice friends and family to ditch them which a bunch of them have since mind you not because of me but other EE **bleep**ups 🤦‍♂️. 
The cherry on top was that the guy on the phone told me they cut services after the 2nd month and they just charged me for no service,
when I told him why was I still being charged if they didn’t provide service they said if you get an auto loan you would still keep the car even if you don’t pay and be charged for it, the audacity as if having a car I can actually use and a non-service is the same.

[XRaySpeX]

@Kawash : No EE mobile router costs £200 / month!

[Kawash]

It was around £48 per month and they charged for 5 months, I had £100 already in my Revolut account and I remember the bill being around £200 from moorcraft debt collection.

Would love it if you read the full thing before trying to call me out, I mentioned this in my original comment.

[XRaySpeX]

"Every month" is what you said & every month I took it to be!

[vauny31]

Iv just had exactly same thing happen to me!! 

Iv been a customer of EE since I was 18 (now 37)  but my bill were £300 some months I was never getting connection and constantly having to get in touch.

I run a business so I had to swap providers, they said they would do the transfer. My bill was just would differ every month depending on my usage so I believed it was all up to date. Next thing iv had a debt collecting agency bring me a letter for a bill of £20 odd pound. 

I mean for months I'd been paying £300 odd bills so it was hardly like i wouldn't pay £20. Not once did they call me to explain I had a balance or I'd have paid it straight off.

My husband left me last year after an affair. My mortgage is through the roof and I have had still carried on paying it alone for a year. He took my car from me and iv held off getting it and now because of this bill I knew nothing about I can only get credit that's through the roof. 

It's so disappointing from EE

[Jon_K]

I'm really sorry to hear this, @vauny31.

Did you cancel your direct debit before the final bill was taken? You should have been told that a final bill would be taken.

Have our Customer Care team been able to help you with this?

Jon

[Augustin07]

Hello, my name is Augustin and I had a problem with the company Ee plus I had a phone subscription and I had a bill of 350 pounds, something like that of course it was too much to pay, I spoke to an operator from the company and I reached a mutual agreement to pay in several installments, after which my subscription was closed, finally I finished paying and I called them again and I closed my contract, but they did not announce that I still have 25 pounds to pay and for 4 months I didn't know anything, I checked my credit score and it appeared that I hadn't paid for 4 months, of course I went to my office again, I talked, I also paid on credit my score is still the same because I am a bad payer for 4 months and the 5th month it appears that I have paid, what can be done to delete these 4 months as it affected my credit score, who can I contact, thank you very much

[XRaySpeX]

@Augustin07 : Sorry, missed payments remain on your credit report for 6 years. They are a true reflection of what actually happened.

If you like to query it with EE, email crqueries@ee.co.uk

[Susanna01]

I’ve been a customer with EE for over 2 years. My contract ended and I upgraded phones. 
Upgrade phone never turned up no email no text message no confirmation email nothing. But when I rang EE all they would say is allow 28 days and DPD will contact you a day or so before delivery. Delivery date came and went, so I rang EE again. Only to be told it’s been delivered 6 days prior. I said I never received it. After over an hour on the phone I was told that “supply chain” will be investigating and they would call me the next day. Needless to say they didn’t. So, yet again I rang to say hey where’s this call and is this being investigated or had the driver done a runner with it. They then tell me the order had no door number on it.And supply chain WILL CALL ME. Bs!!! They never did.  UNBELIEVABLE AND IVE BEEN WITH THEM OVER TWO YEARS!?!?

Now they’re saying they never sent it out at all even though I was told it was in transit heading back to the depot because no door number had been put down on the upgrade order!?!?!?!!’

I was told I COULD NOT CANCEL CONTRACT until after the ‘supply chain’ sector had investigated. Still to this day no call from them but have been told over the phone by billing and an area manager called Chris and another employee called Luke that no phone was sent . And have text from EE themselves saying about re ordering. 
The thing is they have sent first bill out and saying I owe them £147 WHAT? For a phone you never sent out. 
And now I’m im being harassed . 
It’s In the hands of my solicitor now. She’s a pit bull 👏 report made to police as you’re harassing and bullying and taking money from my bank for a phone I don’t have and you wouldn’t let me cancel the contract.  I wonder what the CEO OF EE thinks. DISGUSTING CUSTOMER SERVICES AND BULLYING TACTICS. Will be spreading this story on social media as mental health and a vulnerable adult was involved. See you in court .scum of the earth .