Forum Discussion

Angharadf27's avatar
Angharadf27
Joining in
2 years ago

Credit Report dispute and defaulted

Hi team,

Similar issue to Nicola - I tried to ring several of your agents to close my account but they couldn't close this down for me. My choices were to either be a customer for yours for life and never cancel or cancel my direct debit which of course I did as I did not need your services. 

I then got chased for missed payments and explained again to several people the situation but nobody was willing to let me close the account or rectify the information on money owed.

I am now having issues with my mortgage and am supposed to be moving into the property in March so this is really worrying me that it is not resolved. Frustratingly these are the ONLY missed payments noted on my whole credit file and it is stopping my application process for seemingly all lenders.

I never missed one single payment with Virgin when my services were needed.

I sent in an email to the creditfileamendments 9 days ago but am worried waiting the whole 21 days before even a response (let alone a resolution if that takes even longer) will mean I now lose the house I have an offer on.

Please can your team get back to me ASAP because what more can I do than tell you multiple times I need to close the account?! 

Awful processes in place, nobody working there with the slightest bit of proactive approach to resolving a clear issue on your side if people want to but somehow can't seem to close their accounts. Surely this is more work for your creditfileamendments team than is necessary.

Please get back to me about any urgent action that can take place to rectify my credit.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 years ago

    Hi Angharadf27, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had some issues with closing your account which resulted you in you cancelling the Direct Debit. Whilst we won't be able to expedite things with the credit amendments team, we can check the account to look into that side of things. 

    In order to do that I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,