Fraudulent Account Set up in my name, Fraud Team say not fraud.

[NRE82]

I recently received a letter from a debt collection agency chasing a debt for a VirginMedia account. Upon speaking to them I have found out that this account, presumably in my name, is for a property in Scotland. I have never lived in Scotland, or been to that place, but do know my ex is from that area. Apparently this account was opened in 2009 - all without my knowledge! I was asked to report to Action Fraud, which I did and was then asked to contact the VM Fraud Team with the details, which I did, only to receive an email today that states: 

"Hi

Thanks for contacting our team,

We don’t believe this to be fraud.

The email you are corresponding on is the same as was on the account in 2010.

However, we will remove the balance as a goodwill gesture.

BPO will be updated and won’t contact you again.

Thanks,

FT"

All very well and good to say you don't believe this to be fraud, but it is, simple as. I did not KNOWINGLY OR WITH CONSENT allow my details to be used to set up an account and I don't care about the balance, I care about the fact this is being allowed to continue?! Who do I need to contact to make a complaint against VirginMedia and ensure all of my details are removed from this account and it's preferably closed completely? 

[John_GS]

Hi @NRE82 

Thanks for posting and welcome to the community.

Sorry to hear of this dispute. From what you've said the account is closed, we don't send active ones to any agency. 

I'll send you a PM now to assist further.