Showing results for 
Search instead for 
Did you mean: 


Joining in

My husband called to cancel our contract and pay the outstanding balance last summer. He was told the account had been successfully closed and that there was no remaining monies to be paid. Since then he has been informed of a further outstanding payment, and this has now apparently gone to collections and obliterated his credit rating.

Since the account is closed, and there is apparently no way of connecting with their credit department other than by letter according to the complaints rep we spoke to (?!), he sent a recorded delivery letter to them two weeks ago. Since then he has only received a voicemail saying that he would receive an email, and to date we have heard nothing since.

We are hoping to get our first mortgage soon but stand no chance with this inexplicable error remaining unresolved. Any/all advice welcome 🙂 


Forum Team
Forum Team

Hi @Amy090,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that there appears to be a disputed outstanding balance on an account. I'm going to send you a private message in a few moments. Please respond to this when you can and we'll investigate further.


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

Very Insightful Person
Very Insightful Person

@Amy090 wrote:there is apparently no way of connecting with their credit department other than by letter

You can email with details of why a particular entry on your credit file is believed incorrect, to

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Joining in

In the same boat as Amy090, account closed and I was told that there was no balance to pay after the equipment was sent back.

A year later when applying for a mortgage I find that a phantom outstanding debt has been on my credit file since the account was closed.

Can't speak to anyone at customer service as the account has been closed and they won't believe the facts I give them about last payment dates and amounts.

'Standard letter' with a new memorable word should have been sent out 2 weeks ago, but as yet nothing arrived.

Feels very much like virgin like to apply punishments for people who leave their service using the proper means (phone up to cancel, go through rounds of refusing the many, many offers to reduce the price, send back the equipment)....