Missed payment marker for a closed account – has anyone had this resolved?

[T_Reen]

Hi everyone,

I’m hoping to get some advice or hear if anyone else has had a similar experience. My EE mobile account (closed before June 2025) is showing missed payments for June through to August on my credit file, even though the account was fully settled and closed. I switched providers earlier in the year as I didn't want to pay their extortionate fees anymore and wanted to cut costs where I could.

My online account portal was showing and still shows the £10.20 balance as 'already paid for this month', with any more money 'crediting my account' so as far as I'm aware the bill was/is settled and I never received a final bill with anything outstanding, I also never received a late payment reminder which I did previously, or arrears notice. EE’s complaints team says the balance is technically owed due to internal pro-rata adjustments, but from my perspective, the account was settled and this hasn't been communicated. I've since contacted the credit referencing team and credit agencies, but unsure if this will do anything. I feel like I've been shafted and am frustrated and angry having been a long time EE user, it makes me never want to use them again.

Has anyone else successfully had EE correct a missed payment marker on a closed account? If so, how did you manage it? Any tips for getting the credit reference agencies updated quickly would be really appreciated.

P.s I'm more than happy to pay if this money is truly owed, but their online system is completely contradicting what they are saying which makes me think I'm in the right here. It just seems so stupid my score is impacted over £10, when I've worked hard to move it up.

Thanks in advance!

[XRaySpeX]

To query something showing on your credit file email crqueries@ee.co.uk

[T_Reen]

I have ^^^

[Ali_A]

Hi @T_Reen 

Thanks for reaching out here in the Community. 

If you have have an unpaid bill, your Credit File will continue to show missed payment/unpaid balance for each month until it is settled. 

The balance of £10.20 sounds like a pro-rata period, and would be your final bill. 

Bills are generated for the month ahead. When you terminate your service mid bill-month, we would generate a new bill with an adjustment credit for the unused part of the month.

If you had fully paid the previous month bill on time, this usually results in your final bill being a credit refund. 

However, as you still have an outstanding balance this would indicate we had not received payment for the previous month bill before disconnection, and so the final bill adjustment credit has been used to reduce the outstanding balance. 

(This can happen if you have cancelled a Direct Debit too early, or if you had a full bill generated a couple days before termination and have been waiting for the final adjustment bill to be generated). 

At this stage, it would be best to clear the final bill payment as soon as possible. This will then reflect on your Credit Score as settled. 

You can usually make payment through the online account or on our Fast Payment page.

Hope this helps! 

Ali

[T_Reen]

Thank you for your response! My issue here is that on my actual account its saying that the bill/monthly bill has been PAID. To me that is surely a miscommunication and a pretty big one and is quite misleading. I'm happy to pay what I owe if I owe it BUT given the way its been handled I think its right they withdraw it from my credit report. I have read some people have had similar situations resolved but also seems to be a common issue.

[T_Reen]

Just to clarify, this is what I'm talking about. It literally says I've already paid.

[Ali_A]

@T_Reen 

Are you able to post a screenshot of your online account showing it's paid? Please blank out and personal details first! 

Usually that only happens if you have a DD set up that has subsequently been returned as "unpaid" to us. so the initial notification would show as paid

If there has been an error which caused a delay in the final payment being made, it's important to clear the overdue balance first before the Credit Reference team will consider any mitigating circumstances to adjust your file. 

Ali 

[Ali_A]

Thanks for the screenshot @T_Reen 

What may have happened is you've made a late-payment for a previous month bill, which has been paid in the same month as the final bill being generated, causing the message to show that a bill has been paid, while you still have an outstanding balance. 

The "amount due this month" is still correct and would need to be paid. 

Once you have cleared the balance, you can send an email to our Credit File team with the explanation for the delay in payment, which they may consider for you. 

Ali  

[T_Reen]

So the first screenshot above is where it takes me if I go to 'make a payment' as I didn't even know I was in arrears, I had assumed I'd paid off my final bill purely as it says on the payment screen that its entirely paid.

If I go to my final bill back dated in April - this also shows as paid!? I do not know what is going on.

Is this a glitch do you know??

I'm more than happy to pay this if I owe, I was told via complaints I still owe £10.20 but my account is saying its paid so I'm very, very confused.

The other months May 2025 till now there is no bill available and my account also says it is closed.

[Ali_A]

@T_Reen 

Thanks for the second screenshot. 

So it looks like your "Final Bill", dated 27th April, was a credit, as mentioned previously about the automatic adjustment, which is why you have a message to say it's been paid. 

However, the previous bill before this is unpaid, which is why you still have an outstanding balance. 

The Final Bill credit has been used to reduce part of the previous month unpaid bill. 

Ali