Dear EE Customer Relations,
I am writing to request your support regarding an issue on my account that has negatively affected my credit rating, despite my intention and efforts to maintain payments promptly.
When I took out my broadband SIM plan with EE, I set up a Direct Debit arrangement for payments. However, without my knowledge, my mobile SIM was subsequently cancelled. When I discovered that my phone was no longer working, I contacted your customer service team, and the SIM was restored.
Unfortunately, shortly afterwards, the account was suspended again due to what I was told was a payment details issue. This left me confused, as I had already set up Direct Debit and believed my payment arrangements were in place.
I contacted EE again to raise my concerns, particularly regarding the impact this administrative issue has had on my credit file. During that conversation, I was advised that I could raise a dispute and that EE would be able to provide evidence of the account issues and the circumstances surrounding them.
Although I was unable to make proper use of the SIM service because of the cancellation and suspension issues, I still paid the outstanding balance in full. I genuinely was not aware of why this situation had arisen, and at every stage I acted in good faith to resolve matters promptly.
I have always sought to maintain a good payment record, and this situation was outside of my control. I would therefore be very grateful for your support in reviewing this matter, providing confirmation of the account issues, and assisting in correcting any adverse impact this may have had on my credit rating.
Thank you for your time and consideration. I look forward to your response.
Kind regards,
Owolona
[Mod edit - added subject title]
