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Jayabal's avatar
Jayabal
Joining in
2 months ago

new account on credit report,my mortgage rejected and Credit score affects due to Virginmedia hard search

My credit report has notified me of a new virgin media account which is appearing on my file. I am using virgin media bradband,  My virgin media account number is [MOD EDIT: Removed].  I have moved new address on Nov 15 2025. I don't have any payment arrears. Just moved new home. I am not sure why your team did hard search on my credit profile. I am totally disappointed and frustrated. Because of this search all my  loans got cancelled and my plans got collapsed. Could you please have look and take necessary action and resolve the issues. Thank you.

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  • Carley_S's avatar
    Carley_S
    Forum Team (Retired)
    2 months ago

    Hi Jayabal 
    Welcome to the Community Forums. 
    Sorry to hear of your concerns with a credit check that has been done, which has affected your score. 
    If this is down to just a hard check on your credit rather than anything else, you can log a dispute directly with the credit reference agencies, Equifax or Experian. Once you have done this, you can also raise a dispute with our team by emailing creditfileamendments@virginmedia.co.uk. 
    In the email, please 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. The credit file amendments team will action this within the next 21 days of receiving your email and investigate further. 

    This would be the correct process to dispute the hard check and request that to be removed from your credit file. We aren't able to action this request or quicken the response on our side. We would highly recommend disputing this with the credit reference agency first, as it could help speed up the process. It makes it easier for our credit file amendment team, as all of the information is visible to them on their side.