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Hi,
I had a debt with EE for a mobile phone in 2016. Unfortunately I had ordered a new mobile phone and fell seriously ill around the same period. I was unable to get back to health for over a year. During this time I had no way to manage credit and was moved from address by family.
Anyway a few years have passed and I've returned to work and health. So I contacted EE to pay it off. One of the advisors had told me that EE could potentially remove the debt and default on my credit rating if I was deemed not liable due to my health. They told me to get medical evidence and send to their address. I collected and sent this evidence. They then called and told me they would remove the default for full payment due to my circumstances. And said they would send email confirming this by end of day.
Two days passed and I received no update so I emailed the advisor and they had told me the default was due to be removed. Then two days later an email came saying it Would be marked as satisfied. I responded saying this is not what was agreed and provided the written statement saying it would be removed from their advisor.
It has now went to a complaint. They have said that they will not now remove the default and sorry that I had been missadvised. They said their advisor was wrong. The telephone call also states it would be removed and I have a recording of this.*
They're saying next stage is deadlock letter. Wondering does anyone have advice? I was always going to pay it off but just disappointed they lied throughout and promised something and didn't follow through.*
I had a debt with EE for a mobile phone in 2016. Unfortunately I had ordered a new mobile phone and fell seriously ill around the same period. I was unable to get back to health for over a year. During this time I had no way to manage credit and was moved from address by family.
Anyway a few years have passed and I've returned to work and health. So I contacted EE to pay it off. One of the advisors had told me that EE could potentially remove the debt and default on my credit rating if I was deemed not liable due to my health. They told me to get medical evidence and send to their address. I collected and sent this evidence. They then called and told me they would remove the default for full payment due to my circumstances. And said they would send email confirming this by end of day.
Two days passed and I received no update so I emailed the advisor and they had told me the default was due to be removed. Then two days later an email came saying it Would be marked as satisfied. I responded saying this is not what was agreed and provided the written statement saying it would be removed from their advisor.
It has now went to a complaint. They have said that they will not now remove the default and sorry that I had been missadvised. They said their advisor was wrong. The telephone call also states it would be removed and I have a recording of this.*
They're saying next stage is deadlock letter. Wondering does anyone have advice? I was always going to pay it off but just disappointed they lied throughout and promised something and didn't follow through.*
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