Forum Discussion

lonson12's avatar
lonson12
Just joined
1 day ago

Credit File Report - Missed payment - Virgin rejected

Virgin media notified me that i need to pay my November internet bill on December 15th, as the direct debit had bounced.

I tried to make the payment using the manual platform, however the platform kept on rejecting my payment as i was in Nigeria. (my bank has confirmed there was no block on my card for payments - Monzo)

I landed back in the UK on the 6th of January, and made the payment immediately.

A few weeks later a missed payment marker was added to my credit file, i emailed the creditfileammendment team to make them aware of what happened and to check the evidence of my attempts at payment, and to amend my credit report. 

They rejected this and said i still made payment after deadline, despite the issue being with their payment tool.

This is an unfair stance to make, given the issue is with their platform and there is evidence of my attempts at making payment on December 16th.

creditfile
missed payment error
virgin media

2 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    1 day ago

    You need to appeal this with the credit agency. 

    It's almost as if VM enjoy doing this, damaging a customer's credit rating and then taking 28 days to consider a complaint. 

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    21 hours ago

    Hello Ionson12

     

    Sorry to hear of the payment issues experienced and the impact this has had on your credit file. We appreciate you raising this with us via the forums and welcome to the community.

    We understand the frustration this situation has caused, as per our Terms and Conditions if a payment isn't received on or before the date specified, late payment charges and possible notification to the customers credit file can be applied. This is why we always recommend using Direct Debit as a payment method wherever possible.

    As this has already been raised to the Credit File team and the appeal rejected we wouldn't be able to assist further with this as the information provides an accurate representation of the payment history.