Fumming with virgin,Looked on my Equifax report and I had a default of 19.00 from virgin 5 months ago. I moved to sky and have been billed after I have left. After wasting hours on the phone going round the world and in circles managed to get the email to send all information too proving I owe nothing. They have replied to say 'We have been in touch with Equifax and Experian to ask your credit report reflects that you have paid your Virgin Media account balance in full, after it defaulted.Defaults stay on your credit report for 6 years but, once you've paid your outstanding balance they're updated to show a satisfied default.'How is this solving the mistake made. Is there anyone that can help me?

Weston86 wrote:as we have not pass security here I am not able to take a look but you can speak to the team on 0345 454 1111 who can look into this further with you.....I have seen previous people on this forum with the same issue but they seem to get help where as I just get told to ring the same number I'm in a total loop.When you deal with the staff team via PM, they have to pass account-security in exactly the same way as if you'd called in. They will ask similar security questions via Private Message, to which you respond by the same method.If you decline to answer those questions, or answer incorrectly, they will often advise you to call in so as to have a real-time conversation with an agent to pass the check.

How did you cancel your VM contract?

Hi Weston86 Thank you for your post, welcome to the Community Forums. We're sorry to hear there's been an oustanding balance on one of your accounts that you weren't aware of. After our team investigated this matter, did they specifically state that the charges were incorrect? If so, they should remove the default from your credit file completely. If the charges were correct, then we would not be able to remove the default from your account unfortunately. Let us know, we'll be more than happy to look into this further for you.

Spoke to an adviser to see what offers they could do as I was out of contract, cancelled on the phone and went with sky the next day.

No I contacted virgin soon as I had seen the default and they said that they totally understand my frustration and I had been changed after I left. They said I would need to email creditfileamendments@virginmedia.in.uk, waited a few days and got an email from outlook to say the mailbox wasn't correct. Contacted virgin again and was given creditfileamendments@virginmedia.co.uk.Emailed them with all details and I got this generic mail back Hello, Thank you for getting in touch about your credit report. We have been in touch with Equifax and Experian to ask your credit report reflects that you have paid your Virgin Media account balance in full, after it defaulted. Defaults stay on your credit report for 6 years but, once you've paid your outstanding balance they're updated to show a satisfied default. Your credit report will be updated within 14 days and can be checked with credit reference agencies below: EquifaxOnline: By phone: 0845 603 3000 This has just frustrated me more as they are saying they have updated to say it's paid but I haven't done anything. Clearly they have not read my message to begin with.

Default | Virgin Media Community

Cardiffman282
Trouble shooter
2 years ago
How did you cancel your VM contract?
- Weston86
  Joining in
  2 years ago
  Spoke to an adviser to see what offers they could do as I was out of contract, cancelled on the phone and went with sky the next day.
Beth_G
Forum Team
2 years ago
Hi Weston86

Thank you for your post, welcome to the Community Forums.

We're sorry to hear there's been an oustanding balance on one of your accounts that you weren't aware of.

After our team investigated this matter, did they specifically state that the charges were incorrect? If so, they should remove the default from your credit file completely.

If the charges were correct, then we would not be able to remove the default from your account unfortunately.

Let us know, we'll be more than happy to look into this further for you.
- Weston86
  Joining in
  2 years ago
  No I contacted virgin soon as I had seen the default and they said that they totally understand my frustration and I had been changed after I left. They said I would need to email creditfileamendments@virginmedia.in.uk, waited a few days and got an email from outlook to say the mailbox wasn't correct. Contacted virgin again and was given creditfileamendments@virginmedia.co.uk.
  Emailed them with all details and I got this generic mail back
  
  Hello,
  
  Thank you for getting in touch about your credit report.
  
  We have been in touch with Equifax and Experian to ask your credit report reflects that you have paid your Virgin Media account balance in full, after it defaulted.
  
  Defaults stay on your credit report for 6 years but, once you've paid your outstanding balance they're updated to show a satisfied default.
  
  Your credit report will be updated within 14 days and can be checked with credit reference agencies below:
  
  Equifax
  Online:
  By phone: 0845 603 3000
  
  This has just frustrated me more as they are saying they have updated to say it's paid but I haven't done anything. Clearly they have not read my message to begin with.
  - Lee_R
    Forum Team
    2 years ago
    Hi Weston86 thanks for getting back to us.
    
    Sorry to hear your credit file issue has still not been resolved. And for any inconvenience this may be causing you. I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
    
    Regards
    
    Lee_R
japitts
Very Insightful Person
2 years ago
I would suggest responding to them to that effect, I read their response the same way - that "after it defaulted" suggests the allegedly inaccurate charges are currently still showing.
- Weston86
  Joining in
  2 years ago
  Just to give you an update this is now the response I got
  
  Hello,
  
  We are sorry that you have had to contact the Virgin Media Team again.
  
  Unfortunately, we are unable to delete the default information appearing on your report. However, lenders viewing your report will see that the default has been paid in full and zero balance owed.
  
  Whilst I appreciate that this may not be the answer you were looking for, I hope this answers your query and clarifies the situation for yourself.
  
  Kind regards,
  The Virgin Media team
  - Weston86
    Joining in
    2 years ago
    Forgot to add after checking I was also giving a default for a home move in-between the time of staying with virgin and moving address. Not got anywhere with this at all. Does anyone know if there is a legal route I'm able to go down?
japitts
Very Insightful Person
2 years ago
They are evidently taking the position that the default is correct, evidenced by it being settled.
A default being settled means it was paid, and in which case their response is legally correct. Did you pay it?
- Weston86
  Joining in
  2 years ago
  Hey,
  No I haven't made any payments at all. I got told I owed money on equifax, sent an email explaining it. Then got an email and was told they have updated it to paid. When I replied to the email saying I'm sorry that's incorrect I don't owe anything and I haven't made any payments, they have said the above. This sounds crazy but I have also got a default from a home move? The dates stated from the default was from my previous address but the date of the default was the day I moved to my new home and stayed with Virgin? I just need someone to look at this I feel like I'm being ignored by the agents on the phone and I'm getting privates messages on here since my first post but nothing has even been looked at. I get told 'X,Y &Z has gone on holiday so I'm taking over' and now being told to ring the agents who are telling me to email! Messing my head up this
  - Kath_P
    Forum Team
    2 years ago
    Hi Weston86,
    
    Thanks for coming back to us in the Community.
    
    I can see you've already sent a private message to my colleague who was originally helping you to resolve this.
    
    We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.
    
    Thanks,
Weston86
Joining in
2 years ago
Kath are you able to help me please. I'm just being told to ring in and when I do I just get told to email. Then I'm back in this loop. I'm getting so worked up by this I just need help and I'm not getting any at all.
- Weston86
  Joining in
  2 years ago
  Can I just get some help from someone please for god sake!
  - Alex_RM
    Forum Team
    2 years ago
    Hi Weston86,
    
    Please follow the advise given over private message.
    
    Alex_Rm

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