Account and paid, yet missed payment on credit file

Hi, 

I’ve been dealing with this issue since my house move in December 2024. Despite making numerous payments of the residual balance of £20.09, Virgin Media’s system fault keeps misallocating them either posting payments to my old closed account, pushing them into suspense accounts, or failing to clear the arrears after services were closed.
Since June 2025, I’ve repeatedly paid the balance, yet the system continues to show arrears. Virgin Media acknowledges this is a system fault, but they cannot prevent missed payment markers from being written to my credit file. Even when the credit file team confirms markers have been cleared, the system re‑applies them because the account still appears overdue. I now have a dispute note on my credit file, but the reality is Virgin Media controls the data feed, and credit agencies are bound to accept whatever they send.
I escalated the matter to the ombudsman, but Virgin Media’s legal team argued they are obliged to mark missed payments. The ombudsman ruled in their favour, stating I must clear the balance as its a legal requirement first, or take legal action as next steps and its not in their remit to handle such disputes. I have been clearing payments, but the system errors keep leaving the account in arrears. This is not a customer service or credit file team issue, it requires intervention from a Finance Manager with access to the core system. Without that, the process remains broken.
From my experience, the only way forward is persistence: if arrears are eventually cleared, the credit file team can correct the markers, but it requires constant pressure repeated calls, emails, and evidence. The company’s operations are spread across the Philippines, and India, and frontline agents are not trained to handle scenarios like this. Worse, there is no internal escalation path to reach the right department.