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?

[Bradders84]

Interestingly, a look on their Facebook page turns up this complaint which is almost Identical to ours. They said they’d sent this out, but it was never received or used. Just had a new number with another phone supplier. The fella on the phone said he’d send one out - the wife said it wasn’t required - and he said if it wasn’t used then there wasn’t any charge for it. 

The complaint in these pictures (ive cropped the name out) looks identical... so it must be a well used practice by EE 

[Leanne_T]

Hi @Bradders84

Thanks for coming to the community. 

You can find information in our How does EE use my credit file information? article, this does include details on how to query your credit file.

We’re not required to write to customers to tell them we are recording a default on their credit file or provide a copy of their original agreement.

See our understanding credit files Help pages for further information.

Thanks. 

Leanne. 

[Credit_File_Iss]

Says' it all really - ''We’re not required to write to customers to tell them we are recording a default on their credit file or provide a copy of their original agreement.''

You are not required to by law (as I have found out due to the fact you are not regulated by the Consumer Credit Act  - I wonder how many of us knew this when opening contracts with you in the first place!) however it would still be good practice (maybe something to ponder on) to at least attempt to contact customers, especially existing ones prior to registering anything on a credit file given the severity of these defaults and the minor amounts you are registering in most cases.

I honestly hope every EE customer sees these posts and thinks twice about taking out a further contract with you given the lack of regulation you freely admit above and the complete lack of interest in customer care.

[BrendonH]

@Credit_File_Iss these are contracts which you sign. You must have not bothered to read it before signing it. They are legally binding.

It's not down to the company to go chasing you. It is down to you to make sure you have paid all bills up to date. Cancellation takes 30 days as per the terms and conditions so cancelling a DD the day after you call is always wrong.

@Bradders84 

And if you ask for a PAC code and don't use it the contract doesn't cancel due to the network will assume you have changed your mind about cancelling this is the same on all networks and again it isn't down to the network to go chasing you.

An EE late payment should never effect you getting a mortgage you must have other things on there that is effecting it.

[Bradders84]

Brendon - it would help if you actually read the thread before you reply to it buddy. 

No PAC code was requested. Cancellation was requested, and confirmed, over the phone. Nothing outstanding on the account also confirmed. 

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.

It’s quite alright, I’ve had confirmation of a mortgage offer this afternoon, so there’s a company getting good business from us for the next few years. 

EE on the other hand, will never see a penny of our money ever again. The erroneous ‘missed payment’ will fall off credit file in a years time, but the memory of their awful tactics and non-existent customer service will live on. 

Cest le Vie. 

[Vasilis_M]

@BrendonH 

1. It would takes us 25 years to read all the contracts we have signed or the terms and conditions of every website we visit, Nobody mentioned 'chase'. Just to inform customers by all available means(text, email) before marking their credit file for £10 or £20. 

2. People make mistakes, and companies should give the benefit of doubt before marking credit files.

[Vasilis_M]

Glad to hear it, @Bradders84!  We also secured a mortgage. I was turned down by 02 though for a contract and the hard search deteriorated my credit score. Anyway. We'll survive and we won't give another penny to EE. Hopefully, more complaints will force them to reconsider their practice. 

[BrendonH]

@Vasilis_M 

The fact is it doesn't matter how much you owe. EE is not a charity.

It also doesn't matter how long it would take you to read other companies contracts we are talking about EE here.

When you sign a contract it becomes a legally binding contract. You can't use ignorance as the fact that you shouldn't follow it. If you choose not to read them then that's your fault and not EE.

[BrendonH]

@Bradders84  you mentioned PAC I suggest you read your own posts because I have read all of these posts.

If they sent you a PAC code and didn't request it you should have called and say what's going on I declined the PAC code. 

[Bradders84]

Again, they didn’t actually send a PAK code out... but then claimed they had, and because I hadn’t used it my contract still stood. 

I repeat (as you have difficulty understanding):

EE confirmed the end of contract via phonecall

EE confirmed no balance outstanding

3 months pass by

EE inform me I’ve missed 3 payments as I haven’t used a PAK code that they apparently sent me. - I did not ask for this and specifically told them not to send one. - No bills or correspondence were received until they send this demand 3 months later.

it doesn’t matter how much you blindly bleat on about contracts - what they have done here is not covered by anything in any contract. It would have been easy for them to resolve, but they refuse.