02-11-2015 10:13 AM - edited 25-04-2017 02:28 PM
In this post we'll cover some basic credit file info, how EE use credit file information, how contracts can affect your credit file and what to do if your ever in a situation where you are struggling to pay.
Credit Files can be a thing of the unknown and some people may have more knowledge of the ins and out and how they work than others.
Any queries or questions don't hesitate to ask below!
EE uses customer data held by the Credit Reference Agencies to come to a decision on any application you make.
There are 3 Credit Reference Agencies we use are;
As we use this information, in return we must then record a true reflection of how you conduct your account. This information is provided to the agencies automatically each month.
When you apply for a contract with EE the credit search will show for 12 months, after this it will automatically be removed from your credit file.
A late payment will show when a bill is paid late. If it is two months late it will show as a 2, three months late will show as a 3 and so on.
A default is the result of a bill or bills being paid late for 6 consecutive months.
As a provider we are 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. This is because we are not regulated by the Consumer Credit Act.
Your account will have been through the full Collections cycle before a default is added.
When you pay your account after a default your credit file will show as ‘satisfied’. Once ‘satisfied’ the default will stay on your credit file for 6 years and cannot be removed by us as you have defaulted your account.
If you are having trouble paying your invoices please don't cancel your Direct Debit or just not make a payment. Doing this could seriously impact your Credit File and affect your chances of obtaining credit in the future.
We have a specialist Collections team who can discuss your options around payments in times of difficulty, in order to minimise the risk to your Credit File.
If you find yourself in this situation please Contact Us and speak to our Collections Team.
There are 3 ways to query something that's showing on your Credit File;
6 Camberwell Way
We will aim to respond to queries via email within 48 hours, queries via post may take a little longer.
If you find something on your Credit File that you don't recognise and believe to be fraudulent please Contact Us so we can investigate.
02-11-2015 02:59 PM
This is because we are not regulated by the Consumer Credit Act.
Really? I'm surprised! EE does extend credit to its custs. I doubt that statement.
02-11-2015 03:04 PM
You can also get your free credit report here: https://www.noddle.co.uk/
29-01-2016 08:55 PM
I can sympathise with this as I was rejected by EE as well which is the first time ever. I checked Experian as suggested and my score is.....999 out of 999!
Currently contemplating writing to the newspapers or perhaps Watchdog as I was told in a busy Carphone Warehouse I had failed the credit check. Total embarrassment! Tried online and same result, even making sure dates etc tied in with my Experian Report. Same result.
Have looked at other replies from EE on this site and do not expect much progress, although you never know. Looks like I am going to have to go to another provider. Oh and I was trying an upgrade at CPW, andbits paid by DD so GKW they are up to.
30-01-2016 10:06 AM
08-03-2016 08:54 PM - edited 08-03-2016 08:55 PM
The customer credit help email is bouncing back who else at orange can I contact
09-03-2016 10:09 AM
12-04-2016 12:15 PM
I've contacted the apporapriate email address a number of times with no response.
I have a dafault on my credit history from orange (EE) from a number of years ago when I closed my account. At your own admission, (confirmed a number of times by customer service) this was a clerical error and the £40 was actually paid. Now I have a 'poor' credit status which is causing me significant strees and also danger to losing a house.
The fact that those dealing with such serious and current life affecting issues, can only be contacted via email & post (come on it's 2016) is baffeling.
Please urgently help!
12-04-2016 03:08 PM
22-06-2016 05:29 PM
I'm just researching EE's credit score policy and came across this post which states that EE are not regluted by the Consumer Credit Act.
I can report that until 20/01/2016 EE held interim permissions from the Financial Conduct Authority (who now also regulate Consumer Credit) to carry out consumer credit business, consumer hire and credit brokerage. Since 20/01/2016 EE holds full permissions to conduct the same regulated activities. Do a search on the FCA firm register to confirm.
The more I dig, the more I find!
22-06-2016 06:34 PM
22-09-2016 09:09 PM - last edited on 13-06-2017 03:56 PM by MikeT
My credit file / report has no bad record, apart from the late payments marked by Orange, but it was not my fault and indeed, I have several thousands pound in the bank account. It was your company causing the problem. I have followed the links to contact your Orange department twice, but I have not got a reply and no response at all.
I have set up an Orange account via an online company, e2save, a company currently under Carphonewarehouse, which I have used for many years, on January 2014. I have never had problem with them. Only for this occassion, you have incorrectly marked my credit rating. Firstly, you did not set up the direct debit correctly, which I did not know and you could not get the charges in time from my bank account for the first 2 months. I have fixed it with you, once I noticed the problem. It is hardly my fault and I shall not be penalised for that.
At the end of the contract, on February early this year, I have terminated this contract, phone number xxxxxxxxxxxx, account no. xxxxxxxxxxx to set up a new one, which is a common practice. I have informed you to terminate the contract on February. You have taken the charge correctly on 18th January, then took £27.18 from my bank account on 18th February and finally you credit £2.90 back to my account on 8th March into my account to finalise the contract. Everything had gone smoothly. However, you have reported to the credit agent that I have made a late payment. It is not right, isn't it.
I am currently buying a house, but it is your mistake has caused the problem. I have tried to contact you for a couple of weeks, including called you on the phone and sent you email with all the proofs to the link showing below email@example.com, but you have ignored me. Currently, I am under a lot of pressure from the seller to sort this problem.
Quite frankly, if my purchase will fall through because of your mistake, I will sue your company for compensation, including the deposit, the additional rent, the legal fee and the price difference for me to buy a similar house as the house price is currently rising.
[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]
23-09-2016 11:02 AM
I completely understand how you must be feeling.
However the process is that this must be sent via email to the address in this thread or by writing in.
In community we have no account access and can only point you to the area you need to visit to help find resolution.
10-10-2016 09:49 PM
You need to use the correct email address or they will not be able to write back to you.
At the moment it seems to be:
10-10-2016 10:01 PM - edited 10-10-2016 10:02 PM
The OP says that email is for EE & T-M only. For Orange it's firstname.lastname@example.org as used by the Orange user you are replying to.
11-02-2017 09:18 AM
I am extremely disappointed with EE. I have email, credit queries EE, about six times and still no replies, this is very bad practice.
I have a late payment on my credit file, for £0 pounds...... which is showing as a negative, and has massively reduced my score on Experian. This is totally unacceptable and I will be escalating this to the financial ombudsman if this is not resolved.
I have been with EE for a number of years, and have been satisfied with the service, I have never missed a payment or defaulted on my account, and am quite upset that I now have a black mark against my name.
Would be really grateful for any advice
11-06-2017 04:44 PM
I have just applied for a motgage and have been refused due to a default on my credit report. I don't recognise this default, however the opening date of the account only matches an account I had with Orange. It also says that it's for a Telecommunications Supplier. I have never missed a payment for that account and it was successfuly closed in November 2014 after transferring my mobile number to a different company.
Could you please check if that default appears on my credit report because of the account I had with Orange?
I would really like to solve that issue as soon as possible as I never had any late or pending payments for that account and I have never cancelled my direct debit.
11-06-2017 06:50 PM
@igenchev: This user discussion forum can have no access to your records with EE & is unable to check anything for you.
You have all the info. you need to deal with this in the OP of this thread you latched onto.
12-06-2017 09:26 AM
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