Credit File Amendments - Please Help!

[jainatadi]

Hi - My account number is [MOD EDIT: Removed]. I had expected Referral bonus to be credited to my account by November 2023 which was delayed by Virgin and that caused a missed payment for November and December 2023. The Billing team promptly added the credit when I was made aware of this issue and I gave them a call about the same. However, this has been reported on my credit file and I have lost my mortgage offer because of this for no fault of mine. I have paid a deposit and the non refundable auction fees for this house purchase and I need these two flags removed from my credit file ASAP otherwise the bank will close my mortgage file by the end of the week. I have been contacting your team for the past 5 days but no response, please get back to me ASAP as there are far reaching consequences. 

[Daniel_Et]

Hi @jainatadi, thank you for your post and welcome to the Virgin Media Community.

We're sorry to hear about what's happened and the impact it's had on you.

I can see you've been in touch with the team since posting. Have they advised you on how you can go about dealing with this?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[jainatadi]

Hi Daniel - Thansk for getting back. Unfortunately, no one has gotten back to me on this and I am sending emails everyday and calling customer service in India and Manila waiting hours on hold but they aren't able to help at all. If I don't get this sorted ASAP I'll end up losing my house because of this insignificant error which can be easily fixed. Can you ask someone to get in touch please?

[jainatadi]

Hi @Daniel_Et - Tagging you to this message so you get notified and we can progress this quicker.

Regards,

Adhaar

[Ilyas_Y]

Thanks for the reply @jainatadi on the VM forums. 👋🏼

I'm sorry to hear that you've not had a reply.
The credit file team can take up to 21 days for a response. May I ask how long it has been since you reached out to the team?

Have you had a confirmation of the team in reference to your case being picked up by them?
Let us know.

Kind regards,
Ilyas.

[jainatadi]

Hi @Ilyas_Y,

It has been 6 days and I have not heard anything. I will lose my mortgage and house if they don't get back to me as the bank will close the file by Friday and I lose my deposit as well. Given the urgency ca someone from the team please prioritise this, I can share bank documents and rejection letter as proof if required. 

[Ilyas_Y]

Thanks for getting back to us @jainatadi

We can get involved and reach out to the team.
But if we do that, the procedure will be the same, where we too will be told a time frame of 21 days going forward.

This is due to the sheer volume of cases the team deals with within their department.
I understand that this may be frustrating but the teams guidelines are what they stick to for all cases.

Kind regards,
Ilyas. 

[jainatadi]

Hi Ilyas - There are far reaching consequences to this as this is genuinely not my fault and there won't be a home for my family so I strongly urge you to engage with the team and contact me simply because of the severity and the impact it is having on our lives. Please advise, I am willing to go all the way to their head office to push this forward but it is really unacceptable they can't look at this quick fix for Virgin's own fault severly impacting a customer. 

[jainatadi]

@Ilyas_Y and Daniel_Et - could you please help in this regard as it is extremely urgent and I have emphasized that I will end up losing my house if it is not dealt with this week. 

[Steven_L · Accepted solution]

Hi jainatadi,

We will try to get this looked into quicker and see if the team can prioritise this and get back to you as soon as we can.

Kind Regards,

Steven_L