Forum Discussion

Heppy87's avatar
Heppy87
Joining in
7 months ago

VM last payment ruined credit score

Hey Guys,

I need some help and advice. I left VM last March 2023 and had been informed that I had no outstanding payments left on the account as they would be written off.

Fast forward September 2024, we applied for a mortgage only to be told it’s been declined by two different lenders. I was asked to do a credit check on myself, and came to see I had arrears on my VM account. A last payment of £28.16 was never paid. This shows arrears for 4 months after cancelling my services. 
I have been back and forth with VM all day trying to resolve this and explain to them they have made a mistake and have completely ruined my credit score for a mortgage. 

I was back and forth on email to the credit team after having paid the £28.16, who advised “We've been in touch with Equifax and Experian to ask your credit report reflects that you have paid your Virgin Media account balance in full, after it defaulted. Defaults stay on your credit report for 6 years but, once you've paid your outstanding balance they're updated to show a satisfied default.” 

This does not solve my issue. I need the arrears taken off completely from my credit check or a letter for me to show the bank it was a mistake made by VM. 

Does anyone have any advice please, would be much appreciated!

2 Replies

Sort By
  • japitts's avatar
    japitts
    Very Insightful Person
    7 months ago

    Firstly, forget your "credit score" - that's something that individual lenders do confidentially against their own criteria.

    Obtain a free copy of your statutory credit report from the 3 leading CRAs - Experian, Equifax & TransUnion. Identify your VM records on there, and find any entries you believe to be inaccurate.

    Collate documentary evidence of those entries being inaccurate, and email them to creditfileamendments@virginmedia.co.uk who should investigate on a 21day basis - instigating any corrections they find necessary.

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    7 months ago

    Hi Heppy87 

    Welcome to our community forums and thank you for your first post.

    Sorry to hear you are having issues with your credit score after leaving us. We would be happy to take a look into this for you. We are sending 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,