Email from CRS for outstanding balance from years ago

[Mls7]

Hi, I’ve randomly received and email today from CRS stating there is an outstanding balance of £124 from the period 

Start Date: 11/03/2022
End Date: 08/04/2023

I’m extremely confused as I actually have no outstanding balance at all, I’m in credit. There isn’t any info about what this balance pertains to and I have been in contract with EE broadband and mobile for years and never had previous indication of an outstanding balance? 

can someone give me some help, I prefer typing rather than calling I’ve tried to live chat but it isn’t available on the website right now which actually sucks for neurodivergent people who struggle with calls 😞 

[Ali_A]

Hi @Mls7 

Does the letter show any EE reference number? If so please give Customer Service a call who will be able to check which account it relates to and investigate.

Alternatively I'd recommend giving CRS a call on the number found on the letter so they can give you information on which service it may relate to. 

Ali a

[bristolian]

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@Ali_A wrote:

Alternatively I'd recommend giving CRS a call on the number found on the letter so they can give you information on which service it may relate to. 

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I'd go one step further and suggest enquiring via letter rather than phone-call.

A phone-call can very easily be misinterpreted. A letter allows an audit trail should there later be any legal issues.

[Mls7]

Thank you for the advice that makes sense, possibly another reason I prefer written comms.

Thankfully I spoke to EE via live chat although he couldn’t do anything as he was sales he did give me and email address for customer services so I’ll write to them and hope to get this sorted out. 

[Mls7]

I appreciate the reply, however, I was hoping to resolve this without calling as I struggle with calls. I’ve been given an email for customer services so hopefully this helps solve the mystery. 

[Peter_W]

Thanks @Mls7, if you've gone for an email option then this should go direct to our complaints team. 

Sometimes they will still need to call to discuss certain details, but if you mention that you prefer not to speak then they'll absolutely aim to accommodate this when possible. 

Be sure to include any references listed on the letter in your correspondence too, as if you've had both mobile and broadband with us these are held in separate systems, and they'll know to check both accounts.

Peter

[Zobear2101]

I received an email and text from them too on the same day! But I’ve never been told by EE I have any debt or outstanding balance so I don’t believe it one bit.. 

[Michael_D]

Hi @Zobear2101 

Thanks for coming to the community.

I know it would be a shock to receive this out of the blue.

If you have had an EE account in the past, it is worth giving our billing guides a call so they can locate the account and see if there was an outstanding balance.

Michael