Forum Discussion

Customer6years's avatar
Customer6years
Joining in
2 months ago

Please, please can someone help - incorrect BPO collection letter

I would be very greatful if someone can please help or advise a distressed fellow customer. I was extremely upset to have had a letter to my address from BPO Collections regarding a Virgin account number that is NOT mine. It is not even remotely similar to my account number.

I have been the only person from my household to have an account with Virgin since they first became available here six years ago and I have been with them ever since, by and large happy with the service. I have one account only and have never, ever owed them a penny.

I am genuinely upset that now,  without contacting me in any way, Virgin have simply       "...Instructed BPO Collections Ltd ("BPO") to recover the outstanding amount owed to them".

I can see that there have been caring people on this forum, please can someone help me get this resolved? I have tried to call Virgin Media but the phone number on the complaints page doesn't allow you to speak to anyone regarding complaints.  I have never been in debt and this has worried me sick since the letter came.   Thank you to whoever can help.

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 months ago

    Hello Customer6years,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with this letter from the collection agency. Have you tried to speak to our collections team on our general number 0345 454 1111 and following the options for collections? The team would be happy and able to assist further with this for you. If you're not able to to get the help that you need from the collections team or get through to them, please come back here and we'll try to help further if we can.

    Kind Regards,

    Steven_L

    • Customer6years's avatar
      Customer6years
      Joining in
      2 months ago

      Thank you for replying Steven, it is appreciated.  I'm sorry, but just rang and i can't hear any option about Collections,  on the menu the only options I was given were 1-bills, 2-faults, 3-new equipment, 4-change package.  Nothing when choosing 1 said "collections".   My apologies if I'm missing something obvious, I'm rather flustered since receiving the letter.  You help is deeply appreciated

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 months ago

        Thanks for coming back to us Customer6years, if you had selected billing that would have got your through to the next menu but don't worry about that as we can help to get this looked into further from here. I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L