Forum Discussion

Babsraff_5's avatar
Babsraff_5
Tuning in
2 years ago

Credit rating ruined - facing financial hardship - advice needed

Hi community 

Can anyone give any new/updated advice on how to get Virgin Media to remove “late” payments from your credit report? We have a common story to many others - we cancelled our account

and direct debit in January, they claimed we didn’t, we complained, they didn’t acknowledge our complaint or clarify what we owed, they marked my credit report with adverse (late payments) despite us ending up paying all of the different amounts they kept charging us. Our account is now in credit (!) despite us eventually getting them to cancel the service and close our account, they won’t respond to my escalated complaint nor my  request to remove the adverse marking from my report. 


I’m sick with worry as we are about to have to go on a SVR mortgage and will have to pay thousands extra per annum due entirely to their faulty processes and truly awful customer service. They still have long deadlines for response to complaints etc (and often don’t meet them).  
I have submitted details of our experience to the OFCOM investigation. Will escalate through the Communications Ombudsman shortly but am holding out little hope as they have such shoddy, unprofessional commercial practices. 

Any advice gratefully received, particularly from

those who have been successful in getting their adverse credit marker on their credit report removed.

Will consider legal action - if anyone has had any experience of engaging a solicitor to deal with issues such as these please let me know. 

Barbara 

12 Replies

  • Hi community 

    Can anyone give any new/updated advice on how to get Virgin Media to remove “late” payments from your credit report? We have a common story to many others - we cancelled our account

    and direct debit in January, they claimed we didn’t, we complained, they didn’t acknowledge our complaint or clarify what we owed, they marked my credit report with adverse (late payments) despite us ending up paying all of the different amounts they kept charging us. Our account is now in credit (!) despite us eventually getting them to cancel the service and close our account, they won’t respond to my escalated complaint nor my  request to remove the adverse marking from my report. 


    I’m sick with worry as we are about to have to go on a SVR mortgage and will have to pay thousands extra per annum due entirely to their faulty processes and truly awful customer service. They still have long deadlines for response to complaints etc (and often don’t meet them).  
    I have submitted details of our experience to the OFCOM investigation. Will escalate through the Communications Ombudsman shortly but am holding out little hope as they have such shoddy, unprofessional commercial practices. 

    Any advice gratefully received!

    Barbara 

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta

      I suggest you take it to a solicitor making sure all the evidence to support your version of events is fully supplied.

      • Babsraff_5's avatar
        Babsraff_5
        Tuning in

        Thank you, will consider this. The longer this goes on, the longer the financial damage. Would be grateful if anyone could

        share any experience of taking them through the communications ombudsman ADR processes 

    • Sephiroth's avatar
      Sephiroth
      Alessandro Volta

      There’s also the WHICH? Route, especially if you are a member.  They can get stuff sorted fairly quickly.

    • Babsraff_5's avatar
      Babsraff_5
      Tuning in

      Thank you. The complaint process has been going on since January (started due to their unclear/convoluted disconnection process) so we will meet the Ombudsman test. It’s just difficult to work out what from our side will lead to action on theirs, so unprofessionally slow even when our internal complaint has been “escalated” to their Executive team….all we have had so far is a very crude AI generated email from them. 

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Barbara

    In regards to the credit default, have you emailed the following?

    creditfileamendments@virginmedia.co.uk

    It generally take up to 28 days for them to look into, update and remedy anything they have done to affect your credit rating.

    • Babsraff_5's avatar
      Babsraff_5
      Tuning in

      Yeah thank you, no response and no update to my file. Am looking for ways to escalate given the financial impact. 

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team

        Thanks for coming back to us Babsraff_5.

        Can you please confirm when you sent an E-Mail to our credit file amendments team?

        Thanks,

        David_Bn

  • Ilyas_Y's avatar
    Ilyas_Y
    Forum Team (Retired)

    Hey Babsraff_5 Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

    I'm sorry to hear about the poor experience you've had with relation to your credit file. 😢

    Please reach out to our team on: creditfileamendments@virginmedia.co.uk and they will be able to advise you on this matter.
    In the email they'll need to include their full name, account number, contact number, account address, the company that they used to view their credit file, and any specific details related to the credit file enquiry. Please note that a response may take up to 21 days from the team.

    Kind regards,
    Ilyas.

    • Babsraff_5's avatar
      Babsraff_5
      Tuning in

      Did this and no response. Checked my credit report today and it is showing late payments, this time for £148 . Our family are in grave financial

      difficulty because of this misinformation. Our account is in credit and in the process of being closed. Please let

      me know

      how

      this

      can be escalated before the repercussions become extremely

      serious.