Seeking Help: Equifax refuses to remove a FRAUD EE bill account

yrqian93

Summary of the situation: Equifax refuses to remove a fraud account from my credit report, EE confirmed it was fraud on 25th June, however when Equifax asked them again EE change it to non-fraud. I ordered the sim card on EE website, however, I NEVER received the sim card in the first place. And I received the EE bill one month later from them. When I called EE service they investigated that the sim card was activated in Pakistan which I've never been to.

I provided them with my delivery track screenshot that can prove it never reached me, my passport/visa (because the customer service said it was activated in Pakistan and I can prove I've never been). I even filed police report about identity theft and theft sim card. I have called EE many times but it didn't work.

I hope people do their job and care for others. But in this case, it was intially the thief to be blamed, however EE and Equifax also don't care. I can't believe our credit report that affects credit cards, mortgages, etc is determined by these guys that don't even care.

I phone Equifax many times, they said they could not do it and only lenders can change information. EE confirmed it fraud on 25th June and said they will remove it , but I don't know why when Equifax asked them again they reply it non-fraud on 2nd July.

I'm so frustrating that some thief is severely affecting my life (because I desperately need a mortgage and I just got married) and that these huge companies are ignoring facts and hurting innocent people.

If someone who can help, I really appreciate it!

Thanks all!!!

National_Debtline

Hi yrqian93 and welcome to MSE,


I would suggest a written formal complaint to EE asking why they changed the conclusion of their investigation and ask them to look at this again. If they refuse to change this conclusion (and state this was not a fraudulent matter) then you can escalate the complaint to the Telecommunications Ombudsman - https://www.ombudsman-services.org/


For now, I am afraid you are a bit stuck. Only inaccurate data can be removed from your credit file, and for some reason, EE are claiming this information is correct, so it cannot be removed at the moment. If you can get them to agree the information is incorrect then they should amend the entry on the credit file (but please be aware that can take time as well).


Although this is frustrating, please be aware that there are 3 credit files, and it is possible that future lenders may check Experian or Call Credit instead of Equifax so it may not be quite as damaging as it first seems, but I appreciate you just want the mater settled. Good luck,


Laura
@natdebtline

yrqian93

Thank you Laura for helping out.

EE confirmed once that it is fraud when I sent them the evidences, I just don't understand why this happened again after 1 week. It seems someone didn't look at the updates and send out old info to the Equifax agian.

I did check with Experian and I think they don't have that fraud account so my credit score is very good.

I just filed complaint to FOS. Thank you for your advice and I will file another complaint with Telecommunications Ombudsman.

National_Debtline wrote: »

Hi yrqian93 and welcome to MSE,


I would suggest a written formal complaint to EE asking why they changed the conclusion of their investigation and ask them to look at this again. If they refuse to change this conclusion (and state this was not a fraudulent matter) then you can escalate the complaint to the Telecommunications Ombudsman.


For now, I am afraid you are a bit stuck. Only inaccurate data can be removed from your credit file, and for some reason, EE are claiming this information is correct, so it cannot be removed at the moment. If you can get them to agree the information is incorrect then they should amend the entry on the credit file (but please be aware that can take time as well).


Although this is frustrating, please be aware that there are 3 credit files, and it is possible that future lenders may check Experian or Call Credit instead of Equifax so it may not be quite as damaging as it first seems, but I appreciate you just want the mater settled. Good luck,


Laura
@natdebtline

National_Debtline

Hello again,


I will make you aware that the FOS are unlikely to deal with this and will probably refer you to the telecoms ombudsman. But, in addition, the ombudsman will normally ask you to contact the creditor and give them 8 weeks to correct their mistake before they will investigate. Just something to bear in mind.


Laura
@natdebtline

Woolco

Hi. I would have to say that I am a former employee with Equifax. I still have the little red handbook and it says you can get the facts with Equifax.

[Deleted User]

Have you emailed the credit collections team at EE or just spoken with general customer services?

yrqian93

I emailed credit referrals team and they replied it is fraud. somehow the fraud team hasn't updated that. I emailed again the fraud team and credit referrals team. the credit referrals team got back again saying it is fraud and will remove it. Now it's just the issue to see if Equifax gets the correct response and if EE fraud team (from who I haven't received any response) updates correctly.
It is weird how these two teams not communicating and having different customer profiles.

!!! wrote: »

Have you emailed the credit collections team at EE or just spoken with general customer services?

yrqian93

Glad you left them.
It is just weird when EE made a mistake and Equifax cannot correct it at their end. because my profile in Experian is all correct. so I assume it is not the problem with CRA as a whole but just the Equifax company policies.

Woolco wrote: »

Hi. I would have to say that I am a former employee with Equifax. I still have the little red handbook and it says you can get the facts with Equifax.