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Credit score late payment marker for VM’s fault

Joining in
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 

Forum Team
Forum Team

Hi @Olcayerginx, thank you for your post and welcome to the Virgin Media Community.

We're sorry to hear what's happened and that you feel this way.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner. 

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.


Hi Daniel,


Thanks for sorting this out. I am still waiting for the late payment marker to be removed from my credit history. I believe it will take 2-3 weeks.

That's correct @Olcayerginx It should take 14 working days to be removed once investigate and requested at our side. Please keep us updated should you have any further concerns with your credit marker. 


Here to help 🙂
Virgin Media Forums Agent