Orange/EE and the dongle that doesn't exist

GlasweJen

I checked my credit file recently and noticed an unpaid flag from EE, weird as my EE account is up to date. When I checked the account number is an old account from 2013 so I wrote a letter asking what is going on.

In October 2013 I experienced really shocking customer service and asked to cancel my account - my phone was out of contract anyway and I always overpaid my bill so I had credit on the account that I was told would be added to my EE account as I was unable to cancel that as it was fairly new.

Today I got a letter saying the old account was in collections and would be disconnected. I called and was told that this balance related to a dongle supplied by one of their partner companies to me in December 2013 and on an 18 month contract - I've never had a dongle in my life! I told the man this and asked why this has only come to light now and he got really stroppy and said my account has been in credit so it's come out of my credit that was supposed to be on the EE account (but I just pay £50 a month regardless).

The guy has now stopped the account and refunded the amount that was outstanding to push the account balance to £0 but I want my credit back!

Apparently this is my fault because I refuse to pay for paper bills and can't access their website any more as I moved the phone number for my original phone to Three so they closed my online account and nothing I ever do manages to set up a new account just for my iPad.

Anyway I'm seeing red, I have an email address to send off to have them review the marks they've left on my credit file.

I really want to take my complaint further but don't know who to write to. I've not only been charged for a product I've never asked for or received but I've also had my credit file wrecked in the process.

DavidP24

Thanks for heads up, definately a reason to avoid EE, if that is how they treat you.

brianposter

One of the dafter aspects of paper-free billing are these companies which do not permit access to the bills on closed accounts - I have had telephone accounts for which I have never managed to obtain a bill.

It is well beyond time that the various regulators insisted that online bills must be available for at least a year after an account is closed.

GlasweJen

An update on this.

I emailed off to the EE credit file queries team and got an email back saying they would remove the markers on the file which they have so happy with that.

The account has been returned to £0 and closed. I'm not happy with this as my credit has disappeared into the ether. If I've been paying £5 since December 2013 I recon I am owed about £90 as the credit appears to have run out in July 2015 and they started desecrating my credit file in the August.

It's now the usual. Request for a cheque for the credit has been ignored, when I call them no one can help and the managers are busy and will call me back but of course no one ever does.

The email for the credit report team apparently can't be forwarded to any other department and customer services are just plain rude to me (I don't think they realise that I am still a customer on another account or they might try harder as I'm almost out of contract again - thank god).

So I don't know what to do now. Going to put another letter into the post and see if I can get a response.