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. 

[jainatadi]

Thanks @Steven_L - I will wait for an update

[jainatadi]

Hi Steven - I have received a final reminder form the bank today, do you have any word for the team please? 

[Sabrina_B]

Hi Adhaar. 

We have been updated and advised that it shall be removed and can take up to 14 days for this to be completed. 

[jainatadi]

Thank you for the update @Sabrina_B. The bank are still asking for an email with this exact statement - can you or your team or the Credit File Amendments team send an email to my registered email address with this exact same text please? 

[Sabrina_B]

I am not sure what can be done, Let's get you in a private message so we can get some additional details from you and see if it is possible, i am all for asking the question to them. I am sure there is something we can do.

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