Incorrect Reporting of information on my Credit File.

On 1st July 2025, I renegotiated my new contract with Virgin Media. Upon accepting the contract I was told that my regular payment that month would not be taken, and instead a higher, pro rata payment of around £93 would be taken in August to cover the July and August payments.

On 16th August 2025, I was informed via email from ClearScore that my credit score had dropped by 100 points with Transunion due to a missed payment, allegedly in July,  reported by Virgin Media.

I have never missed a payment in my entire life.

Virgin Media have done exactly as the agent said they would, they did not take my Direct Debit for Julys payment, and in August they took the amount I was advised they would. Therefore this shows that my direct debit has no issues. 

I then checked my online banking, and as expected, no money was taken in July for Virgin Media, however, the money was still there for that months payment, had it been required, or had Virgin Media actioned the direct debit that month.

I have evidence on my bank account of the direct debit still being present, and active, and the funds being present in that bills account to cover the full months outgoing that were due. 

So why have they reported a missed payment, when they’ve literally done what they told me they were going to do when I took out my new contract? This would surely also be evidenced as the calls are recorded with the agents when you agree your new contract? 

As a result of the above, I made a complaint via the online complaints form on 16th August at 10:29am. I have screenshots of everything, including the screen saying ‘we’ve received your complaint’. I was advised someone would reach out to me within 48 hours but I still haven’t heard anything, and it’s now been over a fortnight.

I’m not very happy as my mortgage is due for renewal soon and this error also caused my Credit Score to go down from Excellent, and also drop 100 points.

Does anyone know how I can contact someone who can action the complaint or resolve this issue please?