Help!! Wrong information on credit file

[Baj1]

Hi,

I left VM in March 2022 and in December 2022 started receiving texts saying a payment was owed, we called and made this payment.  They had been sending letters to our previous address although they knew we weren’t there.  

Fast forward to today, we have been declined for a mortgage because there is an outstanding balance of £68.  We have an email confirming our account is closed but the underwriters want more and confirmation there is a £0 balance.  

We have tried calling but they say they can only send a letter to our old address. I have emailed the credit correction address but says 21 days to reply anyone got any other useful tips on what I can do?

Thanks 

[goslow]

You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

[japitts]

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@Baj1 wrote:

I have emailed the credit correction address but says 21 days to reply anyone got any other useful tips on what I can do?

Thanks 

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You can hope that the VM forum team are able to expedite the 21day response from the CFA team.

Past experience is that this team stick to their process and won't accept escalations.

[Molly_T]

Hi Baj1 👋 Welcome to the community forum! Thanks for posting. 

So sorry to hear these concerns about your credit file, and a former account balance. We'd need to take a closer look at the account to see if anything is still listed. 

In terms of getting the credit file amended, sadly as the community have already advised, this is a request that goes off to the credit file amendment team. We sadly can't expedite it, and it can take 21 days for a full review. We appreciate this may be frustrating - sincerest apologies for any inconvenience caused! I can help raise a request to the team for you once we've checked the account over via PM. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞