Having a bit of a nightmare with EE

WitchDrAsh2

Quick backstory, back in September I transferred from BT to EE mobile, everything seemed to go ok, but after a few days my number hadn't ported so I called EE and asked what was going on and it turns out the port date had been set at the absolute latest date possible, this of course meant that I would have both contracts running for around another 30 or 40 days, I asked if this could be sped up and apparently it couldn't, but given how long the contract had been open he suggested that he close the account, set up another immediately and set the port date to be asap. This was all done and 4/5 days later I was up and running and thought nothing of it.

2 weeks later I received a bill for early terminate of contract at £791 for the contract the EE staff member had closed down, I called up EE and they apologised and said they'd get it all sorted, another 10 days pass and I get another bill telling me to pay my final amount, so I call again and lots of apologies it'll be sorted. Anyway next bill has the amount waived and all sorted I think.

I log onto my credit file around a week ago and there is an outstanding bill for £791 which is in arrears, I call EE again, lots of apologies, they'll get it sorted, calls collections, collections say it's a genuine debt, calls accounts, accounts says it's been cancelled off because it was cancelled due to technical issues in the setting up of my account. I'm now stuck in a vicious circle where two EE departments are arguing about whether this bill is genuine or not, all the while my credit files are picking up black marks. Contacting the credit reference agencies, and even supplying them will emails from EE showing the debt isn't real hasn't helped as they talk to collections who are stubbornly claiming I own them this money.

Any suggestions on what to do to further this? As I'm a little concerned if this carries on too long it's going to have a negative impact on my mortgage renewal which is due middle of next year.

ForumUser7

WitchDrAsh2 said:

Quick backstory, back in September I transferred from BT to EE mobile, everything seemed to go ok, but after a few days my number hadn't ported so I called EE and asked what was going on and it turns out the port date had been set at the absolute latest date possible, this of course meant that I would have both contracts running for around another 30 or 40 days, I asked if this could be sped up and apparently it couldn't, but given how long the contract had been open he suggested that he close the account, set up another immediately and set the port date to be asap. This was all done and 4/5 days later I was up and running and thought nothing of it.

2 weeks later I received a bill for early terminate of contract at £791 for the contract the EE staff member had closed down, I called up EE and they apologised and said they'd get it all sorted, another 10 days pass and I get another bill telling me to pay my final amount, so I call again and lots of apologies it'll be sorted. Anyway next bill has the amount waived and all sorted I think.

I log onto my credit file around a week ago and there is an outstanding bill for £791 which is in arrears, I call EE again, lots of apologies, they'll get it sorted, calls collections, collections say it's a genuine debt, calls accounts, accounts says it's been cancelled off because it was cancelled due to technical issues in the setting up of my account. I'm now stuck in a vicious circle where two EE departments are arguing about whether this bill is genuine or not, all the while my credit files are picking up black marks. Contacting the credit reference agencies, and even supplying them will emails from EE showing the debt isn't real hasn't helped as they talk to collections who are stubbornly claiming I own them this money.

Any suggestions on what to do to further this? As I'm a little concerned if this carries on too long it's going to have a negative impact on my mortgage renewal which is due middle of next year.

Have you made a formal complaint with EE yet? That may be the next step

WitchDrAsh2

I have doesn’t seem to have gone anywhere though 

ForumUser7

WitchDrAsh2 said:

I have doesn’t seem to have gone anywhere though 

If you have a final response letter / letter of deadlock, I’d ask them to refer it to the ombudsman if I were you (or ask the ombudsman yourself if you can figure out how to do it - I certainly couldn’t). If you have not had any communication regarding the complaint, try filling out the webform at the bottom of this EE complaints webpage and save a copy so you have proof of what you complained about: https://ee.co.uk/contact-ee/complaint Keep a record of everything (seems like you are anyway), and I really hope it gets sorted!

sourcrates

Full guide to EE complaints and ombudsman services involvement here -

Complaints code of practice | Help | EE

WitchDrAsh2

ForumUser7 said:

WitchDrAsh2 said:

I have doesn’t seem to have gone anywhere though 

If you have a final response letter / letter of deadlock, I’d ask them to refer it to the ombudsman if I were you (or ask the ombudsman yourself if you can figure out how to do it - I certainly couldn’t). If you have not had any communication regarding the complaint, try filling out the webform at the bottom of this EE complaints webpage and save a copy so you have proof of what you complained about: Keep a record of everything (seems like you are anyway), and I really hope it gets sorted!

Unfortunately I don't have a deadlock letter because front line support agree this is a bill I shouldn't be paying, if they were disputing it in some ways that would be easier.

I've tried contacting the ombudsman, but they've (as of this evening) declined to take on the case for another 7 weeks, because the agent who I was talking to in October regarding this issue closed the complaint as resolved, which has led to another being opened 2 weeks ago. I'm hoping that my recording of an EE agent admitting that he should never have closed it will make them reconsider, but I'm not holding out much hope.

WitchDrAsh2

ForumUser7 said:

WitchDrAsh2 said:

Quick backstory, back in September I transferred from BT to EE mobile, everything seemed to go ok, but after a few days my number hadn't ported so I called EE and asked what was going on and it turns out the port date had been set at the absolute latest date possible, this of course meant that I would have both contracts running for around another 30 or 40 days, I asked if this could be sped up and apparently it couldn't, but given how long the contract had been open he suggested that he close the account, set up another immediately and set the port date to be asap. This was all done and 4/5 days later I was up and running and thought nothing of it.

2 weeks later I received a bill for early terminate of contract at £791 for the contract the EE staff member had closed down, I called up EE and they apologised and said they'd get it all sorted, another 10 days pass and I get another bill telling me to pay my final amount, so I call again and lots of apologies it'll be sorted. Anyway next bill has the amount waived and all sorted I think.

I log onto my credit file around a week ago and there is an outstanding bill for £791 which is in arrears, I call EE again, lots of apologies, they'll get it sorted, calls collections, collections say it's a genuine debt, calls accounts, accounts says it's been cancelled off because it was cancelled due to technical issues in the setting up of my account. I'm now stuck in a vicious circle where two EE departments are arguing about whether this bill is genuine or not, all the while my credit files are picking up black marks. Contacting the credit reference agencies, and even supplying them will emails from EE showing the debt isn't real hasn't helped as they talk to collections who are stubbornly claiming I own them this money.

Any suggestions on what to do to further this? As I'm a little concerned if this carries on too long it's going to have a negative impact on my mortgage renewal which is due middle of next year.

Have you made a formal complaint with EE yet? That may be the next step

Back in October, but conveniently the agent closed the complaint immediately as resolved, I have a recording of another agent admitting it should never have been closed, but seeing a number of other complaints that I raised on my account being closed without being actioned

penners324

Then the October date can be used for a complaint to the Ombudsman