by philcoyne
Explorer

Unable to add a device due to outstanding balance

I've been trying to add a new phone to my account over the last few days. Each time I do this I eventually get an email saying the order has been cancelled due to an outstanding balance with T-Mobile. When I contact sales they say the balance was sold a couple of years ago so shouldn't be stopping my order.

 

I've since contacted the company who bought the debt and they have confirmed it has been paid off. I'm really stuck as to how a sold balance would affect me adding something on to my account as it's not with EE anymore. Can anyone help?

1 SOLUTION

Accepted Solutions
by
EE Community Support Team
Solution

Re: Unable to add a device due to outstanding balance

Great news @philcoyne.

 

Glad they are looking into this for you and thanks for letting me know.

 

Hope you get this sorted 🙂

7 REPLIES 7
by Grand Master
Grand Master

Re: Unable to add a device due to outstanding balance

@philcoyne Call customer services and request that they do it.  

by Grand Master
Grand Master

Re: Unable to add a device due to outstanding balance

Your defaulted payments remain on your credit file for 6 years, even tho' you have since paid them off. A credit check will be looking for a reliable payer, not that they had to go so far as being passed on to debt collectors.

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by philcoyne
Explorer

Re: Unable to add a device due to outstanding balance

I've tried that, they told me to phone Capquest who were sold the debt. All
they told me is that it's been paid off and there's nothing outstanding.
What I can't understand is why a debt that was sold two years ago is
stopping me adding a device to my account when it wasn't flagged up at any
other time that I've had an account with EE. I guess I'll try again.
by philcoyne
Explorer

Re: Unable to add a device due to outstanding balance

It's not about the credit check though as the order is accepted and I have
an existing EE account. There's a flag on the account itself.
by
EE Community Support Team

Re: Unable to add a device due to outstanding balance

Hello there @philcoyne.

 

I am sorry this is a public forum with no account access to look into this. 

 

You will need to contact our customer service team.

 

Just to let you know 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.

 

For full information on How EE use your Credit File Information see this post.

 

Thanks. Leanne.

 

 

 

by philcoyne
Explorer

Re: Unable to add a device due to outstanding balance

Thanks Leanne. Again It's nothing to do with my credit file as has already been confirmed by EE. I've contact CS again and they are looking in to it.

Sent from my iPhone
by
EE Community Support Team
Solution

Re: Unable to add a device due to outstanding balance

Great news @philcoyne.

 

Glad they are looking into this for you and thanks for letting me know.

 

Hope you get this sorted 🙂

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