Forum Discussion

Arthur91099's avatar
Arthur91099
Joining in
11 days ago

Credit file amendments PLEASE HELP

It has come to my attention now that I am making a credit application that needs approving urgently that Virgin Media entered a late payment onto my credit file. This pertains to a spontaneous credit that Virgin added to my account for no reason that resulted in Virgin Media cancelling my direct debit for no reason meaning the payment was missed when it previously showed my account in credit so I am astonished that you have damaged my credit score
 
I am absolutely appalled to see that an error on your part has resulted in my credit file being affected and the potential impact this can have  on my future credit given that I have been a loyal customer to yourselves and would never jeopardise my credit profile by missing a payment or submitting a late payment- as you can see from my recent and historical statements. We now have days to sort our re mortgage or we are going to be made homeless with a baby!!!
 
 Therefore I am writing this subsequent email as a formal complaint to yourselves to escalate this as a matter of urgency. I need  this removed from my credit file ASAP. I request that you come back to me within the next 24 hours to get this resolved or at least advise that you have taken action / steps to bring the matter to a close. 
 
I will escalate to the financial ombudsman if you cannot resolve this ASAP and have these erroneous missed payment charges removed from my file. 

I have emailed Virgin however I am not willing to wait for 21 days for this to be resolved .
 
Many thanks
  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    10 days ago

    Hey Arthur91099, thank you for reaching out and a warm welcome to the community, I am sorry to hear you are having some credit issues.

    This would of been placed on the account for a missed / none payment.

    The only way to get this removed is make the payment and it will be automatically updated within 21 days, or by emailing the email address you have already done.

    We are unable to speed this up sorry as it has to go through this team,

    It can take up to 21 days sometimes faster. 

    • Arthur91099's avatar
      Arthur91099
      Joining in
      10 days ago

      Hi mark 

      thankyou for your reply; I have already made the payment over 8 weeks ago and it is till on there, I cannot stress how unwell this is making me with the time ticking till we get made homeless as we can not get a new mortgage till the marks are removed. 

      I have seen peoples cases be put through as a matter of urgency. Please can you help me? I am losing sleep, my wife is so upset we are literally going to have no where to live we have no family or anything to help. Please Matthew

       

      thanks 

       

      Arthur 

      • japitts's avatar
        japitts
        Very Insightful Person
        10 days ago
        Arthur91099 wrote:

        I have already made the payment over 8 weeks ago

        This wasn't mentioned in your first post, but more to the point - when was it you emailed creditfileamendments?

  • RetiredATCO's avatar
    RetiredATCO
    Dialled in
    10 days ago

    A single missed payment is very unlikely to affect a mortgage application.

    • Arthur91099's avatar
      Arthur91099
      Joining in
      10 days ago

      It has, it’s made any lender decline it, we have never missed any other payment. 

  • japitts's avatar
    japitts
    Very Insightful Person
    10 days ago

    If you've paid the outstanding amount, then you've admitted liability and thus fault.

    This sounds a little like a default scenario, which is where a debt has gone unpaid for a number of months and it's then passed to a CRA. The only way to remove a default is to prove it wasn't valid in the first place - whereas if you pay it, then it correctly remains in-place but marked as settled.

  • japitts's avatar
    japitts
    Very Insightful Person
    10 days ago

    VM-CS can certainly be their own worst enemy at times, and have plenty of form in making simple things complicated & error-prone, and your case seems to have sprinklings of this. That said...

    You say that you "fully accept liability for the balance", and have subsequently cleared them - yet are insisting the late payments are removed form your file. Are you therefore claiming that it's only the lateness of the payments that is in dispute, and that "had you known" of the liability sooner, you'd have settled it sooner?

    I have a horrid feeling that a resolution will not be as prompt as you hope, if so. If the CFA inbox doesn't resolve to your satisfaction, I think you should be prepared to follow VM's formal complaints process with a view to external arbitration. ADR accepts referrals after 8 weeks if all else fails.

    Request a copy of your personal data using D-SAR in the meantime - https://www.virginmedia.com/help/dsar-faq 

    • Arthur91099's avatar
      Arthur91099
      Joining in
      10 days ago

      Apologies for any confusion. I accept liability for the first late payment back in October, and I wouldn’t mind if that remains on my file. However, I do not accept liability for the following two months (November and December), as this could have been rectified had I been correctly informed about the direct debit cancellation. 
      These two months are causing me significant stress, especially given my current personal situation.