Misled about waiting 6 months before applying for EE Mobile

[Cbattle82]

everyone,

I'm looking for some advice to see if anyone has experienced something similar.

I already have EE Broadband and was contacted by EE on 12 June at around 11:05am. During that call, I was told to wait until I had completed six months of continuous broadband payments, and then I would be able to apply for EE Mobile through my broadband account.

I relied on that advice and waited the full six months before applying today for two Unlimited SIM-only plans. I went through the whole application process, including identity checks and Direct Debit details, only to be told I had failed the credit check.

I'm not complaining about the credit check itself. My complaint is that I was told to wait six months because it would help me get the mobile service, and today I've been told that broadband customers still have to go through the same separate credit check and it cannot be bypassed.

EE has now logged a formal complaint and is investigating the call from 12 June, but I'm wondering if anyone else has been given similar advice or had a similar experience.

Any advice or experiences would be greatly appreciated.

Thanks, Christopher

[ee_user14]

Perhaps I'm missing something here, but...

You were advised to wait the full 6months before you "would be able to apply", and after 6months you were indeed able to apply.

You were told to wait six months "because it would help get the mobile service", how do you know you weren't closer to an acceptance as a result of doing so?

If you've not done so already, I'd strongly recommend getting a copy of your credit file from the 3 main credit agencies, and check them line-by-line for accuracy.

[Peter_W]

Welcome to the Community, @Cbattle82 

Thanks for taking the time to share the details of your experience here, too.

You've definitely done the right thing when it comes to raising a complaint - if possible we definitely want to check in on what was initially advised here, but sometimes it can just be a case of crossed wires. 

Being a broadband customer of six months is never going to guarantee acceptance for mobile, but having a regular direct debit that's paid each month does definitely help your credit file overall. 

There are a lot of factors at play when it comes to credit checks though, so it's never something we would be able to guarantee, and I'm sorry if this was the expectation that was set.

Peter

[Northerner]

Hi @Cbattle82 

You're a poor risk that simple, I could sugar coat this answer but what is the point. Check your credit files and ensure you're on the electoral roll with no large outstanding debt to income and credit eligibility.

You're of the opinion that you are "entitled" that is no the case and I guarantee you were told 6 months to avoid the conversation that you are not eligible.

Pay monthly contacts are a credit risk to EE and as they are legally responsible when credit is offered. 

Thanks 

[Cbattle82]

You're entitled to your opinion, but presenting assumptions as facts isn't helpful. You don't have access to my account or EE's internal decision-making. I'll let EE investigate the matter based on the actual facts rather than speculation. Thanks.

[Chris_B]

@Cbattle82  There’s no guarantee you were going to be accepted even after 6 months as you are credit checked each time you take out a service regardless of what was said.   You have a credit rating that EE work with and because you’ve not said what device/contract you wanted it might be worth going for something cheaper.  This will obviously result in another credit check on you.  The more checks actually go against you though.   By paying your broadband via direct debit and paying on time goes in your favour and paying on time for 6 months is a good for your credit score.  That’s why you’ve told 6 months as that’s gives the credit agencies time update your file with at least 3 months of reports on your credit file history.   But again your not being guaranteed you’ll be accepted especially if the contract you want is over the limit that EE are prepared to offer you. Hence go for something cheaper.