EE - Ruining My Credit File, Please Help.

JareRoken

Hi,
I was a customer with T-Mobile loads of years ago (probably 5 or so years), I found the customer service to be okay and they offered the best contract on my mobile for me at the time.
Renewal came around, they couldn't come up with the goods so I went elsewhere. Gave the correct notice, settled my account, I even called them to confirm all was well. Years and years passed. No contact from them as one would expect.
At the weekend I received a letter from some collection agency telling me I owe them £20 and they have marked my Credit File with a default!!!.
I will need to deal with them seperately as I don't believe any such debt exists, but in the many years I have been away from T-Mobile (EE, whatever) they haven't even once tried to contact me to contest £20 outstanding or sent me any kind of correspondence.
Surely, I must have some rights here? they must have to treat me "fairly and reasonably" which would include contacting me if they had an issue?
It's not on, to simply pass my details to some agency and harm my credit file and effectively defame me without first trying to resolve the issue with me?
My question, what rights can I go to EE with so I can get at least an apology out of them and also get them to acknowledge that they were completely out of order to hand my details to an agency?

Many thanks..

mobilejunkie

1) Formal complaint to EE.

2) They either resolve it, send you a deadlock letter and (if not) Make a complaint to regulator asking for them to remove the entry on your external credit files (which otherwise stay on there for six years), a letter of apology and (a reasonable figure for) compensation.

I had a similar situation about three years ago - though then the Ombudsman was CISAS who were MUCH better than Ombudsman Services, who may be the one now. EE ignored the formal complaint but immediately caved when it went to CISA. I did have written proof that it was EE's error though.

pmduk

Unfortunately, EE does use OS:C.

Louisdf

Have you moved house since you were with T-mobile? If they only had your last address then all of the letters would have been going to your old house.
Debt collection agencies have the facility to trace people even if they have moved several times so that is why you would be hearing from them and not T-mobile/EE.
Do you remember providing T-mobile with a landline number which you could be contacted on?

Samantha_EE

JareRoken wrote: »

Hi,
I was a customer with T-Mobile loads of years ago (probably 5 or so years), I found the customer service to be okay and they offered the best contract on my mobile for me at the time.
Renewal came around, they couldn't come up with the goods so I went elsewhere. Gave the correct notice, settled my account, I even called them to confirm all was well. Years and years passed. No contact from them as one would expect.
At the weekend I received a letter from some collection agency telling me I owe them £20 and they have marked my Credit File with a default!!!.
I will need to deal with them seperately as I don't believe any such debt exists, but in the many years I have been away from T-Mobile (EE, whatever) they haven't even once tried to contact me to contest £20 outstanding or sent me any kind of correspondence.
Surely, I must have some rights here? they must have to treat me "fairly and reasonably" which would include contacting me if they had an issue?
It's not on, to simply pass my details to some agency and harm my credit file and effectively defame me without first trying to resolve the issue with me?
My question, what rights can I go to EE with so I can get at least an apology out of them and also get them to acknowledge that they were completely out of order to hand my details to an agency?

Many thanks..

Hi.


I would advise speaking with our customer service team. They can take a look at the closed account and investigate what has happened for you. You can find our contact information on this link:


https://ee.co.uk/help/get-in-touch


Thanks Sam