Long story! I called virgin up 6 months ago to move house, ended up talked into upgrading. I was led to believe this would be an update on my existing account and moved to my new address. 6 months later I go to get a mortgage and see I’ve defaulted. They’ve set up a NEW account for the upgrade (which has been paid on time every month) so naturally defaulted on my other (old) account. This is ruined my credit file. The off thing is I have an email from Virgin saying I have no remaining balance, confirmation to the old account being closed on 12/12/19 but STILL they refuse to take it off my credit file. They said I asked for two accounts.. who would pay for an account at a house they no longer live at?? I don’t know why it’s defaulted as I haven’t changed my bank? So how can a cancelled account default with the SAME bank details as the new one? They say pay or they won’t ammend my credit file- so basically blackmail. I now can’t get a mortgage.
£176.88. It’s absolute madness as I even have emails from them saying ‘there is no remaining balance’ after being on the phone for four hours I’ve found out they set up a new account when I moved house rather than ammend the exisiting. Apparently this is how they do things and the reason I (unknowingly) had to accounts. so apparently the remaining balance was a cancellation fee DESPITE upgrading and now paying more And the final months bill 😂 so everytimes I’ve called up they’ve only told me my existing account is up to date... never told me I had a closed account WITH a balance. Yet somehow, despite me calling to check, this is my fault. How am I suppose to know they made a new account and failed to tell me I had one closed account with a balance? despite calling! It’s honestly crazy how they can get away with this.
They did close it thanks. I’m now recently finding out the issue was there was a remaining balance on this old account which they didn’t tell me. So I’m paying this new account (on time) unaware of this remaining balance and defaulting. I’ve called up numerous times and been told ‘ you have no balance’ how am I suppose to know about this closed account. How did they even let me set up a new one if I even owed them money in the first place! No company would do that. It’s crazy.
1) they wouldn't have known you defaulted when you setup the new account. The debt would of been after you closed the account 2) when you call up they access your account using the account details you give. As this is a new account they wouldn't have access to the old account when you called up
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1) why set up a new account if I have a remaining balance. This is what caused the default- I was told I had nothing to pay and it would jsut increase from £30’to £80 bill each month. Unaware of balance = default. I should have been told.
2) I was never told I would have a new account- this is the whole problem. you clearly aren’t understanding my issue here.