on 08-07-2021 12:29
on 08-07-2021 13:40
Hi almongo,
Have you taken the dispute to CISAS or is it with the VM Complaints Team?
I can't see the credit file team making any amendments until the dispute is resolved, however you will need to supply the following details.
Name
Account Holders Name
Full Address where you had/have the services
A photo or screenshot showing the Virgin error on your credit file
Contact details for yourself
They will investigate this and come back to you within 28 days.
You can contact them by either post or email.
Consumer Underwriting, Virgin Media, Eagle Court 3, Coventry Road, Sheldon, Birmingham, B26 3RZ
Email: creditfileamendments@virginmedia.co.uk
on 08-07-2021 14:09
Good Afternoon
I have spoken to cisas and they have advised on a few processes i should go through with virgin first to find a solution but think
this is just a matter of course and i cant see them doing anything but i have had the dispute with them for a few months and
have contacted the credit file team and just awaiting there response but i cant imagine getting anywhere tbh
i have allready cleared the amount disputed to stop more being put on while its being disputed
on 08-07-2021 14:49
The complaints process - of which CISAS is part - is separate and distinct from the credit file process.
@almongo wrote:have contacted the credit file team and just awaiting there response but i cant imagine getting anywhere tbh
You need to give the credit team a chance to rectify the alleged error in their timescales, which as newapollo has already mentioned, is on a 28day response basis. From the complaints we see on this forum, I don't ever recall seeing one where the customer has disputed the response after creditfileamendments have investigated.
VM's complaints process, including details of how CISAS fit in, is explained in this PDF , and a few other places on the website. The short version is that they accept escalations from complaints that are either unresolved after 8weeks, or deadlocked before that.
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on 09-07-2021 14:38
Yes i do appreciate i will need to go through there process and timescale first as this is the point i am at
currently exhausted all with the vm dispute team
when i spoke to cisas this is the correct process
From the complaints we see on this forum, I don't ever recall seeing one where the customer has disputed the response after creditfileamendments have investigated.
so from what your saying then most people are happy with the outcome from them ?
Alot of my problem is the effects and costs i have incurred directly because of the defaults that were applied by vm and what i can do
about that
on 09-07-2021 15:23
@almongo wrote:currently exhausted all with the vm dispute team about that
Just to clarify, and to avoid doubt - are you saying that they have completed their 28day process, and have contacted you to say "we don't agree with your claims of an inaccurate entry, and we won't be making any amendments"?
If not, what do you mean by saying you've exhausted the process with them?
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on 09-07-2021 15:24
just meaning with customer service side not the credit file side i am with them at the minute
on 09-07-2021 15:29
Hi almongo
Thanks for posting.
I am sorry to read of this dispute, have you received any correspondence from the credit file team in the last few days?
Best,
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on 09-07-2021 15:42
Good afternoon john
I have actually heard back from them today and yes they have now removed the defaults from my credit file .
So it now leave me in the position of deciding what to do next
these defaults have cost me just over £3600 in loss of time and stuff i needed to complete on which i couldnt because of the defaults
on 09-07-2021 18:08
Great to hear it's being sorted 🙂
I can only apologise for this, however we won't be able to refund the extra costs I'm afraid.
Best,
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