Complaints

[TSullivan]

Hi, 

long story short - Virgin have placed a default on my credit file. I have two recorded calls where the advisors state I do not owe Virgin any money. I even tried to just pay the amount to settle it but was unable to because again the advisor said I do not owe any money so am unable to pay.

I would like to make a complaint but every time I try to do so using the web form my password is not recognised. I try the ‘forgot my password’ route but I never receive the ‘set new password email’ from Virgin. I wonder if this is because my account is no longer active.

How would you recommend I complain when I am unable to access the web form? I want to do it in writing as I will be taking this further.  

[Nathan_B]

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

Sorry to see that you've got these defaults showing even though the team advised you owed nothing. If your account is no longer active you'd be unable to raise a complaint against it online. However, I'll be happy to help with this from here.

I'll pop you a PM to confirm your details.

Regards

Nathan

[japitts]

You may also be wise to email your proofs of nothing outstanding, to creditfileamendments@virginmedia.co.uk to get the default removed.

[TSullivan]

Thank you Japitts. I have emailed that team and I am in the 21 day process queue. I wanted a complaint to run parallel to that and will be taking this to the ombudsman if not resolved to my satisfaction.

It’s a very clean cut error their behalf, told me I do not owe anything but have placed a default on my credit file. Thank fully I have all the calls recorded as evidence.