EE ruined my credit score

Vasilis_M

I had been an EE mobile and broadband customer for more than ten years.
Last year (May 2018) I changed the phone provider and closed my mobile account. I removed my Direct Debit from my EE mobile account for safety reasons. However, I continued being on EE broadband.

Months later I found out that there was a default in my credit rating because of an £18 unpaid EE mobile bill. When I closed my account I believed I had paid everything off. Unfortunately, I didn't receive any communication from them either by email or phone regarding this issue. I paid the bill as soon as I found out and I also closed my broadband account around the same time (March 2019).

I contacted them and they refused to remove the default.
This stigmatizing practice is infuriating and unethical, especially when it is used against unsuspected and loyal customers. My credit rating has plummeted (and the default will remain for six years) and it is impossible for me to get a mortgage now, because of an £18 bill which I was unaware of.

What would be the best way to deal with it?

Paul_DNAP

The record is a statement of fact - it took you nearly a year to pay that last bill - absolutely nothing unethical has gone on here.

Vasilis_M

Paul_DNAP wrote: »

The record is a statement of fact - it took you nearly a year to pay that last bill - absolutely nothing unethical has gone on here.

I don't know how your answer helps with my enquiry.
Can you please stay away if you have nothing useful to say?
Thanks

societys_child

EE didn't ruin your credit score, you did, by cancelling the DD and not paying the final bill. The default is applied correctly, no matter what "you believe".

Vasilis_M

societys_child wrote: »

EE didn't ruin your credit score, you did, by cancelling the DD and not paying the final bill. The default is applied correctly, no matter what "you believe".

God...I cancelled DD after I paid my final bill, as I was paying my monthly bill in advance.
But there was an additional £18 leftover which I wasn't aware of...and I still don't know where this stemmed for as my monthly bill was 30something.

sourcrates

You have no recourse here.


You cancelled the DD before the final payment was taken (30 days notice period is industry standard practice) you would be responcible for airtime for the cancelation period as well, so they were unable to take payment, I would be suprised if they did not email or write to you about this.

Just cancelling the DD is not the same as closing the account, all you do is create problems for yourself, as you have unfortunatly found out.

Vasilis_M

sourcrates wrote: »

You have no recourse here.


You cancelled the DD before the final payment was taken (30 days notice is industry standard practice) so they were unable to take payment, I would be suprised if they did not email or write to you about this.

Just cancelling the DD is not the same as closing the account, all you do is create problems for yourself, as you have unfortunatly found out.

Their final email stated that the account was closed with £0 balance.
I tried to attach the email image but forum won't let me.

[Deleted User]

Your credit rating isn't ruined - it doesn't exist.
Lenders don't see or use the CRA's ratings or scores.

And it's not "impossible" to get a mortgage now - you just need to see a broker - people get mortgage offers with more than 1 default on their credit files.

You cancelled the Direct Debit - and you're not billed in advance, you're billed in arrears for the month.

sourcrates

Vasilis_M wrote: »

Their final email stated that the account was closed with £0 balance.
I tried to attach the email image but forum won't let me.

Well why didnt you say that in your inital post ?
That may change things, and could give you a basis for a complaint.
What was their final responce to you ?

Vasilis_M

sourcrates wrote: »

Well why didnt you say that in your inital post ?
That may change things, and could give you a basis for a complaint.
What was their final responce to you ?

I just found their last email because I was certain that I owed nothing before I closed my account

I attached it to my last response to them today. Just to clarify that I admit I made a mistake for not finding out about this bill, but what I think is unethical is the 'punishment' one gets because it is disproportionally unfair.

sourcrates

If they told you your balance was zero, then that goes in your favour.
A ’default‘ on your credit file simply means that the lender considers that the relationship between you has broken down.

However, if you believed you had paid your dues to EE, and they confirmed it in an email, that throws doubt on wether the default was added fairly, or not.

You should take the matter up with the ICO (they deal with all data issues in the UK) make a complaint to them, see how they judge it :


https://ico.org.uk/


No guarantees here, but its your only option to resolve this.