Solution: Credit report missed payment

Hi All,

Just wanted to share my experience with resolving incorrect default payments that affected by credit score.

Long story - I took out a Virgin bundle + sim in 2019. 12 months later, at renewal, I removed the sim (it was never an additional charge and I never used it). 18 months later I changed my package to broadband only.

Fast forward to 2024 and I notice I have 3 defaults on my credit file from Virgin. It turned out that they had, at the time of merging with o2, claimed that I had not paid for the mobile sim for 3 months (even though I removed it from my contract 18 months prior).

Cue a lot of phone calls and emails which went nowhere. Virgin said o2 would look into it; o2 said Virgin sold the bundle and it’s their responsibility. I would repeatedly have calls disconnected when switching between departments. Both Virgin and o2’s complaints teams ignored my emails, or regurgitated stock answers to share more info that was in the original email.

After 4 months, I wrote to the Communications Ombudsman. Within a week, Virgin had instructed a 3rd party to resolve the issue and my credit score has been fixed.

tl;dr: If Virgin are messing you around, contact the Communications Ombudsman and start a case. They’ll quickly sort it out.

tl;dr 2: Virgin’s customer service is built to send you around in circles and not answer queries. You can try directly emailing the credit file team at CreditFileAmendments@virginmedia.co.uk.