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]

I'm actually not sure they removed it. I can't see it on my Credit Score but it is still on my Credit Report, this is why I was refused a contract with O2.

They tried to contact me but only via letter (to an address I had moved out). And this is my objection because they could also have contacted by email or text or call ( I was still their broadband customer!). The problem now is that the Deadlock letter is more than 12 months old, and Ombudsman can't investigate. I thought it was resolved, this is why I didn't go to Ombudsman earlier, but apparently it hasn't. And of course, EE is not re-opening the complaint or start a new one. 

Did they not send you a letter?

[Credit_File_Iss]

In exactly the same situation as you all, have 'begged' EE to remove the default of £37 as they made no attempt to contact me about it being overdue, even though I have other accounts with them all paid by DD each month and they had all my current contact details, but EE credit team say it has to stay for the next 6 years! It's disgusting they are getting away with this sort of thing, their lack of admin ability to contact customers is coming down on us and our personal lives! Just been refused a mortgage and very likely to have issues with my employment as well, given it relys on clear credit, EE have been told all of this and still refuse to do anything about it - only wish I had known what sort of company they were.  I still have accounts with them in contract but after being a customer since I was 16 I won't be renewing them now I know how they treat customers.

[Vasilis_M]

Thanks for your reply.

It is good to know that I'm not the only one in this situation. It is so unfair and unethical. 

Have you raised it with Ombudsman? 

[ParnellS]

Vasilis... you are definitely not the only one.

My husband was oblivious that his tablet was incorrectly still being billed for when he moved his phone over to O2. They admitted their errors and promised to remove the ‘5 missed payments’ on his credit file. This was 3 months ago and it’s still showing, we are now going through check my file (that’s where we spotted the default). EE have never once sent ANY communication asking or demanding this money! 

people beware.

[Leanne_T]

Hi @ParnellS

Thanks for posting on the community.

There are 4 ways to query something on your credit file.

1. Via Chat 

Click on this link between 9-5, Monday to Friday: http://ee.co.uk/help/accounts-billing-and-topping-up/billing-and-payment/understanding-credit-files

2. Via email to us

Orange, T-Mobile and EE – crqueries@ee.co.uk
 

3. Via a credit reference agency

Experian – experian.co.uk

Call Credit – callcredit.co.uk

4. Send a letter to our credit referrals team
 

Credit Referrals Team

EE

6 Camberwell Way

Doxford Park

Sunderland

SR3 3XN

Please ensure you provide all of the following details in order for us to review your query:

• Your full name
• Your address including postcode
• A contact telephone number
• As much detail around your query as possible

Thanks.

Leanne.

[Vasilis_M]

Hi @ParnellS 

Thank you for your message. Sorry to hear about your ordeal with EE, which hopefully is resolvable. 

My only option now is independent legal advice. And of course an email to my MP. They don't make it easy. I hope you it doesn't get that bad for you...

[Bradders84]

Well this is an interesting find - we are in a similar situation with EE and it’s infuriating when their Credit underwriting team just take a ‘computer says no’ approach to resolving the matter. 

My wife cancelled her contract, but for whatever reason EE put a charge on the account but failed to notify her of this. Now possibly she cancelled the direct debit, but only after confirming the account closure over the phone and paying the final months bill. 

When she was notified that there was a charge in the account (3 months later) she called to query it. She ended up paying the final bill, but annoyingly it’s now showing up on a credit report as a missed payment. Very annoying and their underwriting team seems to take a ‘computer says no’ attitude to trying to resolve the issue. There was no intention or even knowledge of this charge so it wasn’t a ‘missed’ payment. 

Always paid on time by DD, never ‘missed’ anything - yet there’s no acknowledgment of their **bleep**-up or prospect that they’ll fix this, and it’s impacting mortgage applications. 

Outrageous. Previously had a good time with EE but I’ll never give them custom again. 

[Credit_File_Iss]

I do have an open case with the ombundsman, EE originally disputed the complaint as they said the address I gave didn't match the account - another failing on their part which I am paying for as I changed all my addresses with them, or I thought I did, but apparently the store messed that up too and didn't change thie account I now have the issue with - it's one thing after another to be honest, but I will continue with my complaint and see if it gets me anywhere, I'll update if I have any luck - I saw someone mentioned legal advice, I couldn't find a solicitor who dealt with issues like this so if anyone finds one I would be interested as well, if the ombundsman doesn't go anywhere - i'm a year in to 6 yrs this being on my credit file, so I will try anything up to when it is cleared in 2026.

[Vasilis_M]

Sorry to hear you are in the same situation @Bradders84 and @Credit_File_Iss 

Hopefully Ombudsman will be able to help you.

EE seriously need to sort that out. They can't be treating their customers like criminals. 

Before marking someone's credit file you should try to contact them by all means necessary. Who would like to save a tenner for a six years credit marking?

This is very bad practice on their behalf and I don't think I'll ever use them again. 

[Credit_File_Iss]

As we were in a similar situation with our mortgage, if you need it would suggest trying a company called Clever Mortgages (they are brokers which specialise in stuff like this, knowing which banks etc will see or ignore certain information and which won't)  - I found them on google, they managed to get us a mortgage when 2 other brokers, including one we know very well, had said there was no way we would get one with my ridiculous EE default showing.