Left EE but account suddenly reactive

[Lissa2]

Hello,

I closed my EE account in Jan 2025. I received a PAC code, and my final bill.

I transferred my number from EE to my new provider end of Jan start of Feb 2025.

My final bill was dated January 2025 which I received and my account was closed.

Today, my credit score provider has emailed me with an update. It says my EE account has been reactivated and a payment has been made.

I paid my final bill in January. And my account definitely isn’t active. I have found the original text from January saying to “click here” to access my final bill.

In there it showed my final bill being Jan 2025. But it does have drop downs for every month up until August 2025 but when I open each one it says

“Your final bill

We’ll post you a revised final bill if there are any changes we missed or credits we owe you”

Can someone please explain why this is showing on my credit score, 7 months after leaving you?

And hopefully, how I can get this removed from my score as it’s made a huge negative impact.

Thanks,

Elissa

[Northerner · Accepted solution]

Hi @Lissa2 

Are you sure it's not a soft search. 

There is no account access on these forums and you'll need to speak to EE CS https://ee.co.uk/help/contact-ee

Thanks 

[Lissa2]

Hello @Northerner 

No, it's definitely not a soft check, as they don't affect credit scores. I don't see why EE would be searching my details anyway when I've not been in contact with them since I left in January.

My credit score has gone down because of this change.
It says: "The status of your EE account has change to active on your report. A EE account is no longer marked as 'dormant' on your report"

When I click on the update it says: "Telecoms Account status is closed"
"One of your accounts that was previously unused, was used again. Maybe you didn't pay with your card for a few months, and recently started using it again"

I have tried to raise a dispute with the score company, but it says I need to speak to EE first and get them to clarify if they have actually done something.

Thank you for the contact details, I will give them a call and see if they can assist.

Thank you!

[Michael_D]

Hi @Lissa2 

I'd definitely recommend speaking to the team first of all as @northener has suggested. They'll be able to make sure the account is closed and fully up to date.

If they confirm it is, you can contact our credit files team for them to look into the entries on the report. You can see how to reach them on our Credit files explained page.

Michael