Forum Discussion

TSullivan's avatar
TSullivan
Joining in
2 months ago

Default - Credit File

Hi, 

In January this year it was brought to my attention via a third party that I owed Virgin £38. I called Virgin but was told this amount was incorrect, they would cancel the bill and call off all third parties. 

This month I reviewed my credit file to find a default payment registered by Virgin. Why has this been added?

I have a recording of the call where I was told I do not owe any money and the bill had been cancelled.  I would like a complaint raised into how this has been allowed to happen. 

 

 

 

  • japitts's avatar
    japitts
    Very Insightful Person
    2 months ago
    TSullivan wrote:

    I have a recording of the call where I was told I do not owe any money and the bill had been cancelled.  I would like a complaint raised into how this has been allowed to happen. 

    Well done in having that call recording, you're one-up on other users who would now need to request a DSAR.

    The complaints process is explained at https://www.virginmedia.com/help/complaints 

    There's a few alarm-bells in the rest of your post though... in no particular order...

    Who was the third party who advised you of the allegedly outstanding amount, and how did they advise you? Did you get any written confirmation of the amount being invalid and third parties being "called off"?

    If we take your (I presume) call with CS being upto the usual offshore standards, then everything else fits with an outstanding amount causing a default to be registered, which you now either need to dispute (with evidence) or settle (and have it on your file for 6 years).

    When you've got all your documentation together, collate it and email to creditfileamendments@virginmedia.co.uk who should investigate on a 21day basis.

    • TSullivan's avatar
      TSullivan
      Joining in
      2 months ago

      Hi japitts, 

      Thank you, I will be registering a complaint. 

      The third party was a debt agency. Once they received my phone recording they stopped their action. 

      My call was very much up to the usual offshore standards. ‘Kevin’ sent me the bill whilst on the phone but reassured me it had been cancelled and confirmed the amount on the bill would not need paying. This is the only evidence I have. 

      I have emailed the credit team with a copy of the recording and requesting the default is removed. I await their response. 

      Do you have any experience on the process and the timescales? Do they usually take up to the 21 days or can it be much faster. 

      I will also be contacting watchdog and the alike as it’s out of order they have placed a default when I have a recording day I do not owe any money.