(RESOLVED) EE DEFAULT REMOVED

Bigb27

Hi everyone,

I’m looking for advice regarding a telecom default registered by EE in the UK, because I genuinely believe the process was unfair and I’m trying to understand whether I have any realistic grounds to dispute it further.

Timeline:

• I had an EE mobile contract.
• Around October 2025 I requested a PAC code and transferred my number out.
• After the transfer, I lost access to the EE app and online account for the mobile service.
• Because of this, I could no longer view my bills or access the final invoice online.

From that point onwards, I repeatedly contacted EE requesting:

• access to the final bill,
• a copy of the invoice by email,
• or some way to review and settle the account.

The problem is that these requests were either refused, ignored, or not properly actioned for months.

Important point:
During this same period, correspondence relating to EE broadband services was still arriving correctly to my address, which makes it difficult for me to understand why the mobile invoices and critical communications allegedly never reached me.

Between roughly October 2025 and February 2026:

• I made multiple attempts to obtain the final invoice,
• requested that it be emailed,
• and explained I no longer had app/account access.

Despite this, EE did not actually send me the invoice by email until after:

• multiple additional calls,
• escalation through a formal complaint,
• and around 3 further conversations with customer service.

A default was then registered on my credit file around March 2026 for approximately £417.

My issue is NOT that the balance existed.
My issue is that I do not believe I was given a fair and reasonable opportunity to review and pay the final bill before such serious adverse reporting was applied.

I have now:

• complained to EE,
• gone through Ombudsman Services (not upheld),
• disputed the matter with the credit reference agencies,
• and submitted a Subject Access Request (SAR/DSAR) requesting:
  • communication logs,
  • account notes,
  • copies of invoices,
  • alleged default notices,
  • email delivery records,
  • call recordings,
  • and internal collections notes.

EE’s current position is basically:

• the balance existed,
• payment was not made,
• therefore the default is accurate,
• but if the SAR shows evidence requiring amendment, they will review it.

I’m trying to understand:

1. Does losing account/app access after a PAC transfer while repeatedly requesting invoices potentially strengthen an unfair processing or inaccurate reporting argument?
2. Is there any realistic legal/regulatory basis to argue that a default should not have been registered before I was properly provided with access to the final bill?
3. Has anyone successfully challenged a telecom default in similar circumstances?
4. Would this realistically be something worth escalating further (ICO/small claims/legal route), or is the practical route simply paying it and trying for goodwill removal later?

I’m not looking to avoid paying a legitimate balance. My frustration is that I feel the default was applied without a fair opportunity to resolve the account first.

What makes the situation even more concerning is that shortly after EE finally agreed to send the invoice by email, a default was registered on my credit file approximately 7 days later.

This is one of the main reasons I feel I was never given a genuine or reasonable opportunity to review and settle the balance before the default was applied.

I also do not recall ever receiving any formal default notices by post or email prior to the default registration. Given the ongoing issues with access to the account and invoices, this raises serious concerns for me regarding whether the communication and default process was handled properly at all.

Had I been provided with proper access to the invoice and clear notification in a timely manner, I would have been in a position to address the balance before such damaging credit reporting occurred.

During one of my latest conversations with EE, I was also told words to the effect of: “if you pay, maybe I can help get it removed,” which added further confusion regarding whether the default itself is truly considered final and fully justified internally.

Any advices would be AMAZING, thanks guys

Isthisforreal99

So it sounds like you still haven't paid it? Why not? My first bit of advice would be to do so, pronto, as it really weakens your case.

Did you cancel the direct debit after switching?

What Ombudsnab did you go to?

QrizB

Did you cancel the direct debit after switching?

That was going to be my question too. How were you paying the mobile bill and did you leave those payment arrangements in place for a reasonable period?

retiredbanker1

If the Ombudsman did not uphold your complaint - pay up now.

Bigb27

No Direct debit set up, Bill generated bill paid, month by month by Debit card, Comunications Ombdusman was the one I used…

dumpster_fire2025

I have zero sympathy here.

£417 is a lot of money for a final bill, it smells like you were playing a game when it comes to the final bill.

Why was the final bill not paid by Direct Debit? If you didn't have one set up, why did you just not ask for the final amount and pay it?

As others have said, if the Ombudsman doesn't agree with you, you're toast. Companies report accurate infomation to the CRAs. You did not pay the final bill on time and to the point that they defaulted you. That is a matter of fact.

flaneurs_lobster

So in the five+ months that you accept that this account had £400 overdue you didn't think to visit one of their High Street stores to try and settle this?

Emmia

https://forums.moneysavingexpert.com/discussion/comment/81992952#Comment_81992952

This is probably at the root of the problem, you just transferred in the automated way without checking what might have been due and paying at the point of transfer(you could have called them or popped into an EE shop to pay within a few days of making the transfer) - with a DD you'd have just been charged for the outstanding amount at the appropriate time.

Does the £400 include additional late payment charges?

Bigb27

https://forums.moneysavingexpert.com/discussion/comment/81992981#Comment_81992981

Ok I think Im not explaining well here, I tried several times to request the bill, to find how much I needed to pay, when trying to speak with support (phone, email, yes high streets stores they couldnt find the account) direct debit never existed as I always paid the bills by DCard on the day it was generated. So the very last bill wasnt paid because I lost total access to this account, is already paid now after 3 complaints they agreed to send me the bill by email (after tell8ng me they couldnt do this via email, of course I have proofs of this by recorded conversations).

https://forums.moneysavingexpert.com/discussion/comment/81993034#Comment_81993034

Same reply for you. Tried this several times.

The thing is my broadbands bills with EE arrived home as usual by post, not the mobiles ones.

Bigb27

https://forums.moneysavingexpert.com/discussion/comment/81992981#Comment_81992981

Oh sorry, forgot to mention, No im not a game player, 8 years keeping a perfect credit score, never missed a bill even when I knew I was not gonna have money to eat 😉😉. When I ever had a thing like this I paid and after that try to get things sorted by proper channels, in this instance I never couldnt get a bill or an ammount to just pay the thing. I have to add that doing a switch in 2020 I at least received an sms telling me an ammount or a link to pay something. So, do not judge by the first thing you believe. Thanks for the reply btw.

Bigb27

GUYS, SORRY, I did receive an email last week from the Credit ammendments from EE, after sending them the SAR they have replied the default has been removed, apparently there was an issue with my account as I have had 2 numbers with them and seems "the system" mixed up things. So after logging into experian today BOOM the account is marked as closed and no default on it. I was so desperate as mortgage application is coming in 2 weeks and I didnt want to get it delayed.

So, for helping others,

1. Review and make sure youre 105% right.
2. Call and complaint.
3. Ombdusman if not right
4. Pray and ALWAYS CHECK SPAM FOLDER 🤣🤣🤣🤣🤣🤣

SORRY i made this post without checking my point 1 and 4.