CREDIT FILE REPORTED INCORRECTLY

[taniabown04]

Complaint reference: C-121123575

With reference the complaint reference above basics are:

Received notification that Virgin had reported to credit agencies that I had missed a payment to Virgin and this was reported on 7th November 2023.

Never missed a payment and have bank statements, been into bank this morning as well to try and rectify, so have a print out of every monthly payment including Octobers and Novembers. 

Have had numerous phone calls (where you yourselves have stated that I have never missed a payment either) and sent e-mails to get this rectified with no resolution in sight.....

This morning (14.11.23) informed mortgage offer declined, due to a missed payment within last 30 days - This is Virgin and I have the proof in form of screen shots of my credit agencies x 3 of the information Virgin sent.

I need this resolved with immediate urgency as this is not only devasting us but also people in the chain for moving homes.

This is absolutely horrendous and life altering, I am absolutely besides myself and to top everything off, I was waiting for the collections manager to speak to me, when the operative disconnected me.

RESOLUTION: Virgin to sort out the credit agencies and rectify what they have done today due to them causing this devastation.

[taniabown04]

why was moved off the forum?

[Nathan_B]

Hi there @taniabown04 👋 Welcome to the forum and thanks for your post.

Sorry to see you've had issues with incorrect missed payments showing on your credit file. I have checked our system and can see that you've spoken with the team since posting this. Were they able to assist with this?

If you need any further help please let us know. We're always happy to help.

Regards

Nathan

[taniabown04]

Hi Nathan,

I have spoken to the team, but I feel I am no closer to getting this rectified and feel that the Credit File Team have no way of communication other than email and feel this very unfair in the circumstances. 

I am very emotive today and hope you can understand why and when left in the hands of collections and I emailing the credit file team and receiving an email stating I will be contacted within 21 days I feel this is very unjust and that not just my families lives but those of 4 others in this property chain waiting for a reply within 21 days is not goof enough. 

I know this is not personal which I am realising but the barriers to speak to the persons who can rectify this are impossible and I feel this completely unfair.

I wish for someone from the Credit File Team to call me, I feel that's fair and even though highly emotive today, you can ask your operatives and manager I have been respectful through out all communications and will be when speaking to the only people that can help me. 

I will be seeking representation for this because Virgin have literally ripped my life apart this morning.

[taniabown04]

**Collections team

[Ayisha_B]

I'm going to pop you a PM so we can take a closer look into this. 

Thanks

[Ayisha_B]

Thanks for the update via PM @taniabown04 

I'm glad the issue has been resolved 😊

Let me know if you need anything else.

[AmyOdene]

How did you get this resolved? I am in exactly the same position as you. Absolutely devastated. 

[Carley_S]

Hi @AmyOdene 

Welcome to the community forums 

I can see that you're already in a private message with one of the forum team that is supporting you on this issue. 
Should you have any further queries or concerns, please let my colleague who is assisting further via private message if needed

[AmyOdene]

Hi Carley, your colleagues are now refusing to respond to me due to a past Ombudsman resolution that was for a different matter. I need to know how to escalate my issue further as just not responding to me is entirely unhelpful.