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Credit File Reporting Team - urgent

David127
Tuning in

I am an ongoing Virgin Media customer. I renewed my contract in May 2022 and just recently in Nov 2023. 

In May 2022 at the point of renewal, Virgin Media marked me down as a missed payment. I had no sight of this. Virgin Media then reported this missed payment to credit score companies.  This error is causing HUGE URGENT ISSUES. 

I spoke to a Virgin Media advisor yesterday and was advised to write to the Credit File Reporting Team. Their automatic response said a response time of 21 days. THIS IS HUGELY URGENT. 

 

I require written confirmation from Virgin Media very quickly on the error made and the intention to remove the mark from my credit report. PLEASE ASSIST ASAP. 

1 ACCEPTED SOLUTION

Accepted Solutions

japitts
Very Insightful Person
Very Insightful Person

Posting multiple times isn't going to speed this up, the 21days quoted is a standard timeframe.

I've certainly seen examples on here of the amendments being expedited once CFA have agreed an inaccuracy, but I can't recall seeing that 21day investigation being expedited. Have you provided evidence of the entry in question being incorrect?

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See where this Helpful Answer was posted

7 REPLIES 7

Joseph_B
Forum Team (Retired)
Forum Team (Retired)

Hey @David127,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue, with our Credit file team, the timeframe for them to respond is within 21 days, they often do come back sooner than this but unfortunately this is a timeframe we are unable to expedite, the team will get back to you as soon as they can.

Joe

Joe. This is extremely urgent. I can’t overstate how urgent it is.  We really need Virgin to speed this up.  

I’m seeing instances online of Virgin speeding this up so that the credit team respond in a matter of hours.  That’s what I need to happen. 

japitts
Very Insightful Person
Very Insightful Person

Posting multiple times isn't going to speed this up, the 21days quoted is a standard timeframe.

I've certainly seen examples on here of the amendments being expedited once CFA have agreed an inaccuracy, but I can't recall seeing that 21day investigation being expedited. Have you provided evidence of the entry in question being incorrect?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Yes. Email sent yesterday. 

Joe. I’m eager to push this further.  This really is extremely urgent. Is there a manager in your department who can contact the Credit File Reporting team and say “We have an existing long standing customer who needs support with this issue quickly. Can you prioritise this request please”.  This is a small admin error for Virgin Media but it is a huge issue for my family right now.  21 days is way way too long for us to wait. 

We understand the frustration David127 but the credit file team work on the cases as received and we aren't able to escalate this unless the 21 day SLA is exceeded. As mentioned previously, this is usually quicker than the 21 days for adjustments to be requested but then it is down to the credit agency and when your file updates.

 

Rob