Credit File Default – Late Equipment Return & Balance Waived

Hi Virgin Media team,

I’m hoping someone here can help clarify the next steps regarding a default that’s been added to my credit file.

Due to a recent house move, having a 1 year old and starting a new job at the same time, I didn’t return my equipment within the standard return window. A £40 charge was added to my account, and a default has since appeared on my credit file.

At the time, I assumed the £40 would just be taken as part of my final bill via direct debit, and I didn’t realise it would become a separate charge I needed to proactively pay or respond to. That was my mistake, but certainly not an attempt to avoid the charge.

However, I recently spoke with Virgin Media customer services and was advised:

• Despite being outside the return window, I could still return the equipment
• If I do so, the £40 charge would be removed from my account
• Once that happens, I should email the Credit File Amendments Team to request that the default be removed

I’ve now returned the equipment via Yodel today and have full tracking confirmation.

My question is:

If the charge is being waived and there is no outstanding balance, can the default be fully removed - not just marked as settled?

This is a crucial issue for me and my family, as we are due to remortgage a part of our mortgage soon, and a default showing (even settled) could cause serious problems.

I’d be grateful for any clarity on how the process works in this scenario - I’m happy to provide account details or tracking info via private message if needed.

Thanks very much in advance,

Michael