Constant late payment fees

[Ezdo]

I am writing this hoping to get a solution as I have tried everything else, I have been a VM customer for many years and had a few hiccups but nothing like the past year or so, in 2021 I noticed that on my monthly credit score it was showing as a late payment fee for VM every month which was obviously affecting the score (bare in mind I have always paid by DD and never had one returned unpaid)  so I contacted VM by many channels and eventually was told they couldn't see why, so I contacted Equifax and they had it amended for me.  Fine for a few months then it started happening again so again I contacted Equifax got it sorted this happen about once every 6-8 months until Oct 2023 then all of a sudden I was charged a late payment fee of 7.50 so I called first 1 hour phone call of me trying to prove I was right even though again I pay by DD on time every month credit made back to me, then toy disbelief again in Nov, Dec and Jan Feb and again this month I have spent over 5 hours on the phone in total to VM over the past few months and talked to so many different departments and managers alike I have dates and time for all calls and had notes put on my account each time this has happen and am assured every time it won't happen again but it does and so I have to call and explain myself every month and argue out that I am right......this is infuriating and playing hell on my credit score which I have to keep getting adjusted. I have heavy usage iny house and have done my research but unfortunately VM offer the better broadband which is why I stay but I am soon going to have to leave as I shouldn't have to and won't be calling every month forever.

I have emailed credit file amendments and done everything I can I even had one CS operative suggest changing my DD which I went along with as he said this may jolt it right and then the next month they tried to charge me for doing it!!!!! As a request but I didn't request it yet another long phonecall.

So has anyone else had this? Is there a solution ?

I am tearing my hair out.

[japitts]

Your "credit score" is predominantly a marketing term dreamed up by particular CRA's wanting to sell you extra services. What matters is your statutory credit file - does this show your VM account in arrears when you don't believe it was?

[Ezdo]

Yes VM shows as in arrears on my credit file. Which I have had removed several times after emailing to prove my case,  but the bigger issue for me is the constant phone calls I have to make and prove I am right.

[Ayisha_B]

Hi @Ezdo 👋

A warm welcome to our Community Forums and thanks for your post. 

I am so sorry for the poor experience. 

I'd like to take a closer look into this so will pop you a PM 📩  now and we can take it from there.

Speak soon!

[Ezdo]

Well another bill this month and again another later payment charge of £7.50, I have called and they have said they will credit it back before my DD goes out but I shouldn't really have to call at all..... However this time the member said there was "£58 showing in bickering" now I haven't heard that before but this £58 is what is also showing on my credit report even though I owe nothing does anyone know what this is as when I asked the person to explain what it is they just said it's fine I will email to get it removed but how and why is it there as none of my bills have ever been  this amount . 

So if anyone can explain "bickering" that would be great.

Thanks all

[Ezdo]

Sorry stupid auto correct it's BUCKETING not bickering

[japitts]

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@Ezdo wrote:

Sorry stupid auto correct it's BUCKETING not bickering

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You have a short-time after posting to edit your post, removing the need for multiple short replies. In the top-right of your message window, click the drop-down and choose "edit"

@Ezdo 

[Sabrina_B]

Hi @Ezdo 👋.

Thanks for reaching back out to us, so that we can address this issue we would need to go into a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina