It has come to my attention that Virgin Media entered a late payment onto my credit file. This pertains to a resolved complaint that resulted in Virgin Media refunding me and issuing an apology, so I am astonished that you have damaged my credit score. I was also given no notice of a default payment so I only found out from my credit report.
In brief:
- I submitted my direct debit details and opened an account.
- VM didn’t set up the direct debit on time and added a late payment fee to my next bill.
- I complained to VM who apologised and refunded the amount to my account
- I asked the agent if my credit score would be affected but she said she took a note of this being VM’s fault.
I am absolutely appalled to see that an error on your part has resulted in my credit file being affected and the potential impact this can have on my future credit and I would never jeopardise my credit profile by missing a payment or submitting a late payment. I had been with VM for 7-8 years at another address and never missed a single payment before.
Therefore I am writing this subsequent email as a formal complaint to yourselves to escalate this as a matter of urgency. I require you to contact the relevant credit agencies to have this removed from my credit file ASAP. I request that you come back to me within the next 24 hours to get this resolved or at least advise that you have taken action / steps to bring the matter to a close.
I will escalate to the financial ombudsman if you cannot resolve this ASAP and have these erroneous missed payment charges removed from my file.
I have emailed Virgin however I am not willing to wait for 21 days for this to be resolved .
Many thanks
