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Credit File Incorrect Default and Dispute - no help from customer service or reply

Tuning in

I was a customer with Virgin Media broadband and terminated my account in August 2022.

I was told and confirmed at the time that the account was settled and no more balance to pay.

However, apparently in September 2022, Virgin has WRONGFUL flag my account up as default. I received no notification of this whether it was letter or email or text.

This has impacted my credit score and has resulted in my mortgage application being rejected!!!!!!!!!!!

I've emailed and have waited over a month and no reply except for the automated response saying they will take 21 days to respond! Where is the response!?!?!

I called customer services multiple times to chase and have been passed around to different teams but have been told that they can't access the account because of the security questions and I have no way to get any of this extra information they want about the account since it was completely removed online and I only have old emails and statements that aren't sufficient according to them!

I demand you look into this immediately and remove this wrongful the default and update my credit information so this can be removed from my credit file.

Please reply to this email and confirm when you have done so.

This is absolutely criminal, you’re ruining my life by your wrongful disgraceful action.


Forum Team
Forum Team

Hi @ExVMUser,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that there's a disputed default on your credit score that appears to be related to us. Did you also log a dispute directly with the credit reference agency that you use?


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

I’ve already done that but they say until Virgin responses there’s nothing they can do. This is affecting my life and mental health, due to a mistake you made and with no contact previously about any late payments or missed payments before the default was placed on my credit file.

Hi @ExVMUser,

Thank you for expanding.

When you sent over an email to the team, they would need for you to provide your full name, account number, contact number, account address, the company that you used to view the credit file, and any specific details related to the credit file enquiry.

Have you supplied all of the information listed above?


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

Yes I have provided as much information as I have for an account that was closed 2 years ago.

In this case, to best look into this for you, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.


Forum Team

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