Forum Discussion

SpecialKS's avatar
SpecialKS
Tuning in
2 years ago
Solved

False information supplied to Clearscore/Equifax

I recently applied to Clearscore.com (whose information is based on Equifax reports) and the result has come up with three anomalies, all reported by Virgin Media.

Two relarte to non-payment (June and July 2023) and one to default/repossession. As I pay by direct debit and have checked my bank statements these reports are false and are impugning my integrity. Desp[ite many attempts to contact Virgin Media by online redirection and telephone I am unable to speak with anyone to ascertain why this has happened - I get a "Ooops, Wrong Page" response online. If I cannot even get a response by email what is the point of having fibre broadband from Virgin Media?

  • Molly_T's avatar
    Molly_T
    Forum Team
    2 years ago

    Hi SpecialKS 👋 welcome back to the community forum! Thanks for posting. 

    Sorry to hear about these issues with your credit score. 
    In the first instance, we always recommend lodging a dispute directly with your credit lender. (Clearscore / Equifax). 

    We can also offer further support in raising a case with our credit file amendments team if needed. To take a closer look at the account, and to help get this raised for you we will send you a PM to confirm a few account details. 
    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

    • SpecialKS's avatar
      SpecialKS
      Tuning in
      2 years ago

      Thank you for the prompt reply Molly_T. I have replied to your private email with the appropriate answers.

      I have raised my query with both Clearscore and Equifax. Let me make it plain  - Clearscore are nothing but a mere retail-facing for Equifax and refer all queries such as mine direct to their superior and wash their hands of all responsibility.. They are not a credit broker like Equifax, who cannot be bothered with one-off enquiries from the public.

      Equifax response? - take it up with the firm which has given you a black mark. Or, as in my case, three black marks. So the buck stops with you, Virgin . . . and I wish you the best when it comes to making the appropriate response.

    • SpecialKS's avatar
      SpecialKS
      Tuning in
      12 months ago

      Hi Japitts. Following on a number of private messages with Molly_T (whom I suspect is an AI responder) I have supplied definitive proof of malfeasance by the Credit File Amendments team.

      I am not prepared to wait 21 days for them to rectify their information to Equifax and I have given them seven working days to rectify the situation. I am keen to purchase a new limited-edition motor vehicle which is suitable for my disability needs which is being launched at the end of this month ( a Toyota Yaris GR4 auto ) and their false information has compromised this. I shall be seeking recompense at law if I fail to secure my order due to false information supplied to Equifax by Virgin Media . . . . perhaps if I obtain a legal lien on Necker Island it may focus some attention.

       

       

      • japitts's avatar
        japitts
        Very Insightful Person
        12 months ago

        VM don't use AI on this forum, and Molly is one of the forum staff.

        SpecialKS wrote:

        perhaps if I obtain a legal lien on Necker Island it may focus some attention.

        Given that it's Liberty Global who own & run VM, and just have a brand-licencing agreement with the Virgin Group, I doubt this would make the blindest bit of difference.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    VM have stated their intention of introducing AI to their customer (dis)service, but it doesn't seem to have started yet. 

    In the meantime I think we should have sympathy for the staff on here, who I am sure do their best to help having been given little training or authority.  I suspect the pay is not wonderful either, knowing how tight-fisted VM is with its money.

     

  • Melissa_F's avatar
    Melissa_F
    Moderator
    12 months ago

    Hi, 

    Please don't continue to make off-topic posts in this thread, as it doesn't help the OP solve their issue. If you want to continue a discussion, please either take it to Private Messages or discuss in our Chatter forum. Please also note that further off-topic posting may result in individual warnings, review the Forum Guidelines for more information.

    Thanks

  • SpecialKS's avatar
    SpecialKS
    Tuning in
    12 months ago

    Hi didnotdefault.

    I have the same problem as you. Mine does not have the same finality as yours (i.e. mortgage) but is similarly life-changing and I get the same eresponse "it will take 21 days to resolve".

    Going to the Financial Ombudsman is unlikely to be any quicker than that, so I am taking direct legal action. An alternative might be to contact someone like Katie Morley of the Daily Telegraph who deals with this type of problem and has some significant success.

    Another alternative which has crossed my mind is a "class action", where a number of aggrieved clients who are facing the same problem jointly appoint a legal representative to take the matter further. There are a number of recent forum posts regarding this specific issue (false informatiion passed to credit agencies) and a joint claim might galvanise the Credit Amendment Team to wake up and smell the coffee. Or their redundancy notices.

    • Carley_S's avatar
      Carley_S
      Forum Team
      12 months ago

      We can only apologies for your dissatisfaction with our support and credit file response time for you concerns SpecialKS 

      I can see that Molly has supported in raising this for you and provided the full details on what will happen next regarding your complaint and your credit file amendment request. 
      Should you have any further questions on this, Molly will be able to assist in your already private message should you need. 

      Have a lovely rest of your night. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    From reports on this forum it does seem that Virginmedia is only too keen to register payment defaults with the credit agencies. Such a default, even for a small amount, can have very serious consequences for a family.

    Registering a default should be a last resort after serious warnings have been given to a customer, and in some cases it seems the customer has not even been made aware of a charge, that might be incorrect. 

    A delay of two or three weeks to correct an error in such a serious matter is quite unacceptable. It seems that VM is entirely careless of the potential consequences of its actions. 

     

    • carl_pearce's avatar
      carl_pearce
      Superstar
      12 months ago
      jpeg1 wrote:

      From reports on this forum it does seem that Virginmedia is only too keen to register payment defaults with the credit agencies. Such a default, even for a small amount, can have very serious consequences for a family.

      Registering a default should be a last resort after serious warnings have been given to a customer, and in some cases it seems the customer has not even been made aware of a charge, that might be incorrect. 

      A delay of two or three weeks to correct an error in such a serious matter is quite unacceptable. It seems that VM is entirely careless of the potential consequences of its actions. 

       

      Equifax clearly state a company has 21 days to respond https://help.equifax.co.uk/EquifaxOnlineHelp/s/article/What-do-I-do-if-there-s-incorrect-information...

      If they respond sooner, great?

      If not, nothing you can do.