How we work with debt collection agencies

Our involvement with debt collection agencies

Debt Collection Agencies (DCA’s) are companies who deal with customers who have unpaid bills that have not been resolved by our EE Guides.

If you’re behind with your payments and we've been unable to contact you to take the payment for a number of weeks, we may instruct a Debt Collections Agency (DCA) to contact you and discuss your options for repayment. As there is a cost to EE for this service, we will add on the cost to the amount you already owe us.

Paying a debt collection agency

If the debt is fully paid to the debt collection agency within the initial weeks of it being passed over, your services will be resumed 72 hours after your payment has cleared and we will reinstate your regular monthly billing.

If the debt is not repaid to the debt collection agency within a number of weeks we may cancel your line and add the remainder of the amount agreed in your contract to the outstanding balance owed.

We will also notify credit referencing agencies that you have missed payments. This information can be used by other lenders, such as banks and credit card companies and will effect your credit rating and ability to gain future credit.

Contacting a debt collection agency

Once your debt has been passed over, you should always contact the Debt Collection Agency to make payment or discuss ways to pay.

The debt collection agency will send you a letter with their contact details on. If you don't have this information but know the name of the debt collection agency, you can find their contact details on their website.

We will also transfer you through to them if you call us on 0800 956 6000.

If you're experiencing financial difficulties

If you are experiencing financial difficulties, it's best to speak to us as soon as possible so we can find a solution to help you. There are also several organisations offering free, independent advice if you’re struggling to pay your bills.

  • National Debt Line - Freephone 0808 808 4000
    A debt charity set up to give free independent debt advice over the phone and online.
  • StepChange Debt Charity - Freephone 0800 138 1111
    Their advice is free and confidential, and they offer a wide range of solutions. They also have a useful debt assessment and management tool.
  • Citizens Advice
    They provide knowledge and support in a wide range of issues free of charge.

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