Forum Discussion

AmyOdene's avatar
AmyOdene
Joining in
12 months ago

Urgent credit score amendment required mortgage declined

I have had no end of issues with Virgin Media since leaving my contract last year.

In the terminating of my contract I ended up having to go through the ombusdman service to resolve it who concluded the case in my favour where Virgin was ordered to give me compensation for the inconvenience caused. 

Now, 3 months on from this hideously tiring process I am applying for a mortgage and I have adverse credit on my credit file from Virgin media for the payments that were resolved through the ombudsman. I urgently need these removed.

I emailed the address given and have had no response. I called and no one in customer services can help because I don't have an active account. They told me to use the chat function. I used this and they told me to call into customer services. They also gave me a second number for a collections team - the number for which is void. They all just make it up as they go along and I can't believe that it is legal to deal with people like this. It's abhorrent. 

I am absolutely desperate and need virgin to immediately remove the adverse credit from my account. We need to complete on this house as soon as possible. 

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    12 months ago

    Hi AmyOdene 👋

    Thanks for posting, and a warm welcome to the Forums.

    I'm deeply sorry to hear about this experience and the impact it has had. I'm going to send you a private message now, so I can look into this and assist further. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".

    Thanks,

  • AmyOdene's avatar
    AmyOdene
    Joining in
    12 months ago

    After months and months of trying to complain to Virgin Media about the cancellation of my contract which was eventually resolved through the ombudsman, I now have also found out through applying for a mortgage that this dispute resulted in my credit being affected even though the dispute was ongoing in the months they have applied adverse credit to. We are in the process of applying for a mortgage and have had our application denied due to this negligence on their part.

    Whilst this was not a part of the ombudsman resolution (as I didn't know in any of this complaint that my credit was being negatively affected and I am only finding out after the fact) Virgin are now refusing to talk to me about my account at all even though this is now a separate complaint to the one I went through with the ombudsman. 

    What do I do? My family and I are so stressed as to what this means for our future as we are being denied a mortgage purely based on Virgin Media negligence. 

     

     

  • ands2's avatar
    ands2
    Joining in
    2 months ago

    Did somebody manage to help? I can't get a mortgage because Virgin hasn't cleared unfair credit and me and my children now face homelessness. 

    • David_Bn's avatar
      David_Bn
      Forum Team
      2 months ago

      Thanks for reaching out to us ands2, and a very warm welcome to you!

      Sorry to hear of the issues experienced with your credit file.

      Check out the envelope in the top right hand corner for a private message from me

      Thanks,

      David_Bn