I would desperately like to speak to someone in Virgin Media's credit file amendment team.
I had a tv and broadband account with Virgin Media (account number upon request). I called to close the account in March 2022. The operator told me that I was in credit on the account by £15 and that it would be paid by cheque within 30-45 days. The cheque never arrived at my new address, but I thought the matter was closed.
By two communication errors... 1. The post office not correctly forwarding my mail and 2. Virgin Media not having my up-to-date email address ...I was completely unaware that in fact another fee had been levied against me. It of course went unpaid until I picked up my missing mail from my old address (address upon request) in July.
I raised the dispute immediately with BPO Collections and Virgin Media. I was told by the VM operator that there was indeed an anomaly on the account, that an investigation would take place and I would hear back within 24 days. Instead I simply started receiving notices from your collections agency BPO Collections again.
Exasperated at this point, I simply paid the fee in August 2022. But now, as I am trying to apply for a new mortgage I find out that this small matter has decimated my credit report and made it impossible to speak to lenders.
My Experian credit report is still showing a code 8 (in default) even though the sum owed is 0. I strongly believe that the fault originated with Virgin Media not explaining my final bill to me properly. I would like this default completely removed from my account immediately and someone to contact me from Virgin Media to walk me through their process so I know it's being taken care of promptly and properly.
