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Hard credit check without permission

Tuning in

VM is still doing this. VM performed a hard credit check without my permission. This is not permitted. A customer went through the same thing in 2022. I have spoken on the phone at least 7 times since 8am this am, being transferred to the collections team twice, however every single call was "disconnected" before they dealt with my query. Virgin, please remove the hard credit check, you did NOT have permission.


This is a transcript from another user from 2022, for you information: Its the same thing. Rectify this. Will your staff be trained?


I was able to remove the hard search from my credit report, but it took more than a month with a lot of effort from my side and me ultimately losing a mortgage offer because of this hard search that has been wrongfully run by the VM. 

I received a similar template answer at first from the VM. But I had to email and call multiple teams at the VM to make them look at my particular situation (which was very stressful as customer service is atrocious). It was really difficult to get a hold of a person at the VM who understood credit searches--unfortunately there is a lot of incompetence. The VM credit file team does not even have a phone number to call; they are just sending out template emails without looking into individual cases. So I think your strategy should be to make the VM look at your individual case, because from the way you describe they haven't.

Just to note, that in my case, there was no form of credit, as I was paying for my internet in direct debit in advance of receiving any services. I am not sure what kind of contract/service you use, but if you do not use any type of credit, I do not believe they can do a hard search (as you are not making a credit application). I would advise also to contact the credit agency (Equifax or similar) directly (if you haven't already), explain the situation to them and request to remove the hard search. Only when I did that, my case started moving in the right direction. 

I think the VM knows that it is wrong to do hard searches for every customer, but they just do it anyway for all because differentiating between customers is additional work. Instead, they just decided to deal with individual customers who complain about the hard searches (I believe this is a company policy to save money or whatever). But because their customer service service is so terrible (where you sometimes have to stay on the phone for 40 mins just to speak to someone) and there are no physical stores anymore (at least in the UK), not many customers have the time/mental energy to challenge the hard searches. So I think it's a deliberate strategy by the VM: they know that they are not supposed to do hard searches on everyone, but they use the fact that complaining is so difficult, so almost no one would.

Ultimately, I think what they are doing is illegal and more people should complain about this issue. I should also say that some members of the forum who pretend to understand financial markets and credit applications, give wrong advice about hard searches not mattering for lenders. My lender did say that they don't see the credit score, but they see the hard searches and a single hard search can make or break a mortgage application (as a hard search indicates to a lender that a person is desperate for a credit and might be in a difficult financial position). Lenders don't look at who conducted the hard search--they just see a hard search for a credit application and it's a major red flag. I should say that my credit score increased by more than 100 points when the hard search was removed. So don't listen to the commentators who tell you that a single hard credit search doesn't matter--it does. 

Good luck!

P.S. The VM team here on this forum also provided me with wrong advice about credit searches and some members of the team were quite rude. They are using the same template messages I mentioned above. 


Hi Steven, 

Still no removal of the Hard Credit Check performed without my permission. It is unacceptable for the credit report team to expect customers to wait 14 days between emails. If this hard credit check procedure is standard for virgin media there should be a robust system in place to respond to complainants. Might I add I am still having to place my mortgage and home search on hold as a result of incorrect practices from Virgin Media. This is wholly unacceptable. Furthermore I still am without broadband as a result of this debacle. This issue must be sorted before I can ever consider trusting Virgin Media again. Utterly disgraceful.

Hi Hardcreditcheck,

We are sorry once again, however this is the time scale for the credit team, as that's how long it takes for the credit agencies to make any changes. We're not able to speed this process along.