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twick1989's avatar
twick1989
Just joined
12 months ago

Wrong / Invalid cancellation charge causing issues in credit report

Hello,

I entered into a Virgin Media+O2 contract on the 23rd of November after a visit from a VM Sales agent to the house. The sales agent however did not create my contract with the correct package details. As a resolution, VM customer services cancelled my contract and created a new contract for me. All of this within a couple of working days.
 
However, this cancellation hasn't been correctly reported in VM systems as I continued to get emails for a cancellation charge showing an outstanding amount of approximately 462 GBP on my credit file. I've reached out to VM Complaints numerous times over the last 5 months to fix this! (complaint details below) and at all times it was marked by the VM teams as resolved; while emails stopped; this correction did not reflect in my credit file. 
 
This has severely affected my credit rating to a point where I cannot get a mortgage. This is the only outstanding amount in my credit report. If this matter isn't resolved, I will be forced to reach out to the Ombudsman and also seek compensation and have legal services involved. 

 I would like your team to please contact me to discuss a resolution to this issue ASAP
 
Details of Complaints I've raised already 
C-301123685 - billing corrected resolution
C-030124538 - billing corrected resolution
another email to the address below has been sent
creditfileamendments@virginmedia.co.uk
(There have been more complaints for which your teams have been unable to provide me an email or reference number)
 

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  • Nathan_B's avatar
    Nathan_B
    Icon for Forum Team rankForum Team
    12 months ago

    Hi there twick1989 👋 Welcome to our forum and thanks for your post 😊

    Sorry to see that you've been having issues with the contract, I can certainly understand the frustration. I can see that you're currently in conversation with the team on Twitter regarding this. It would be best to keep the conversation in one place to reduce confusion of what has/hasn't been done so far.

    Let us know if you need anything further, we're always happy to help.

    Regards

    Nathan