Credit file marked as payment missed

[teejayhooker]

I recently switched away from VM but have since found they have marked my credit record with a missed payment. This is due to VM failing to request the final payment by direct debit on time. 
I am in the process of getting a mortgage so want this resolved urgently. 

[Steven_L]

Hi teejayhooker,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your credit record after leaving our services. Have you been able to speak to the team over the phone about this issue? If you have, what were you advised?

Kind Regards,

Steven_L

[Beastlee]

Good luck teejayhooker, apparently Virgin Media don't have the power to fix their mistakes and you'll need to contact the government's credit bureau to ask them nicely if they'll remove it for you! I kid you not that this was the call centre's response before they cut me off.

[japitts · Accepted solution]

The usual advice to rectify an allegedly incorrect entry on credit files is to email creditfileamendments@virginmedia.co.uk with details of the entry in question, and evidence of the inaccuracy. They should respond on a 21day basis.

There have been some recent reports of payment issues and I suspect the few posts in recent days with credit file issues are the downstream consequences of that.

[teejayhooker]

Hi Steven_L - I was told to email the credit file amendment team who will look into it. It’s a bit cheeky asking customers to fix an issue VM have caused. Surely they should do this themselves and not make the customer contact another team. 

There are loads of posts from others in the same boat. 

[teejayhooker]

Hardly ideal when the mistake is theirs. But thanks for your response. If this impacts my mortgage application VM will have a few more questions to answer.

It seems multiple customers have been impacted. 

[Jodi_S]

Thanks for coming back to us teejayhooker,

We fully understand the frustration caused. If you have emailed our credit file amendment team, with an explanation of what has happened and what you expect to be removed, they will respond within 21 days as advised by our valued member @japitts has advised.

Please keep us posted with the outcome, and you're more than welcome to pop back here for further help.

Kind regards Jodi.