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Cooper82's avatar
Cooper82
Joining in
12 months ago

Help with account

Back in August 2023 I rung up and cancelled virgin media because I was moving in with my partner. When I talked to them they said I didn’t have to pay the early dissociation fee because the new address couldn’t take virgin media.

They as me to send proof of new address which I promptly sent and I thought that was it all done.

Fast forward to last month try to sort out my mortgage and credit score has dropped into a very bad score. Turns out Virgin media had got my email but couldn’t open up the attachment, they didn’t email to tell me this so now my credit score is terrible due to lack of communication from them. ( I’m struggling to get a mortgage now ) 

I have rang 4 times ( one of the time saying they could access my account even though the person who transferred me had just been into my account?!? They’ve been about as useless as you can get!

I’ve also sent proof I sent proof via ff address back in August along with new proof off address and haven’t heard a thing back.

 

i need this sorting asap or my mortgage will go up so much I’d have to sell my house!! 

 

2 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    12 months ago

    Hi Cooper82 

    Welcome to the community forums 

    Sorry to hear that you've not been able to speak with the team regarding your closed account and credit file concerns. 

    Have you been in touch with either  Equifax or Experian to log a dispute directly with the credit reference agencies? 

    If not we recommend getting in touch with them firstly and then you can send an email to our team at creditfileamendments@virginmedia.co.uk

     

    In the email you'll need to include your full name, account number, contact number, account address, the company that you used to view your credit file, and any specific details related to the credit file enquiry such as your proof of residencey. The credit file amendments team will action this within the next 21 days of receiving the email.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    11 months ago

    Hi Cooper82 

    Hope you're okay, just wanted to reach back out to see if you still needed support on your credit file concerns?

    If so, I'm happy to assist further should you need. Please do let me know.