URGENT - Credit File Amendment Team required due to mortgage issues

Question

After a stint of bad service in December I contacted Virgin to cancel their services. I was past the 2 years and was on a rolling monthly plan. After being on the phone for close to an hour, I finally spoke to someone and told them. After speaking fornanfew minutes and then having the information, the phone line cut off. I simply did not have the time or patience for going through it again, and I was not called back.

Turns out there was £96 outstanding, however I was not aware of it until speaking to our mortgage advisor, and he notified me of a default as it went unpaid for 4 months. I then logged in to an old email account and saw debt collector emails. I called Virgin instantly to try and resolve, and paid the outstanding. Then told to email creditfileamendments@virhinmedia.co.uk.

I have read that it can take 21 days, however it’s simply not good enough to be defaulted for £96 and have it prevent me from getting a mortgage. I am in desperate need of contact information for someone to help.

Please, any help would be greatly appreciated.

Cardiffman282 · Answer

There is good reason why Virgin Media is still being investigated by Ofcom for failing to process cancellations and you can still add your name to the list.

See a similar thread to your one above here.

Akua_A · Answer

Hi VeloDKV ,
Welcome to our community forums and thank you for your first post. Sorry to hear you had this experience when cancelling your account. This is not the level of service we look to provide and we want to best help. To best look into this, we have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
Thanks,

VeloDKV · Answer

By way of an update, Virgin have contacted me to assess the situation and have found that the default will stay in place. Their notes on the system show no contact was made by myself to try and cancel, which is absolute rubbish. 2 times they were contacted and spoken to about it and the line went dead. No longer was I going to continue to sit on hold and wait for any length of time. Hence why the final decision to cancel the direct debit took place.

poor customer service and staffing has now resulted in them putting the default in place which will prevent a mortgage going through, which is absolutely ridiculous.

japitts · Answer

With the benefit of hindsight, you should have followed up the call with a recorded delivery letter. At least that way, you have slam-dunk evidence of 30days notice having been given.

It's a popular misconception that simply stopping paying on a rolling-service contract ends your commitments - it doesn't.

VeloDKV · Answer

Whilst I’m aware of the fact just cancelling the payment doesn’t stop the rolling contract, I was sick to the back teeth or trying to get in touch with them. Took over an hour the first time for the line to go dead, and no communication after that. They were made aware in the call. However now they are saying there is no evidence of it at all on their system, which is simply untrue.

my main gripe now is that I’m under the Consumer Credit Act creditors are required to issue a default notice giving 14 days to pay the balance and prevent the default. This simply was not done, and no evidence of this has been provided by Virgin Media. In these circumstances, and trying to get a mortgage, I would have paid that off within a matter of minutes had that letter arrived.

There was also no contact from Virgin via any Virgin online account notifications or anything of the sort.

Simply ridiculous

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URGENT - Credit File Amendment Team required due to mortgage issues

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