Incorrect Late Payment on Credit Report

[Wire-]

Hi All, 

Recently tried to renew my mortgage and discovered that Virgin Media have added a late payment marker to my credit file, even though this payment was not late and I had previously been in discussion with Kath on this platform regarding this payment as it was higher then normal for that amount. 

I've checked my bank records and this was taken inline with my normal virgin media payments. This was in November 2023 and since then I've been declined for a credit card and my mortgage. 

This is greatly upsetting and is impacting me financially for something that is not my issue. 

I'd appericate this sorted as soon as possible. I've also emailed the complaint line and will be reaching out to anyone else in Virgin Media about this as its frankly unacceptable that this occured when the payment was not late as it was taken from my account at the same time as all other payments. 

[Wire-]

Hi All, 

Just had a call from Virgin Media regarding this and the customer service person on the phone kindly explained that they were not able to do anything regarding my credit file so I do wonder why your process would be to give someone a call to explain that they can't help and to provide an email address which I've already reached out to. 

I've asked this complaint to be escalated but I was not able to receive a confirmation of this in writing due to your internal process hence the reason for my email now. 

It was confirmed that there was no missed payment on my file and so that would imply that Virgin Media have mistakenly negatively impacted my credit file and any credit applications I make. As my mortgage needs to be renewed this month, I am not able to wait the 21 days for a response and would greatly appreciate a more immediate response from someone that has the ability to get this resolved. 

[Wire-]

I'm also having the same issue, is yours resolved yet?

[japitts]

It's usually better to start a new thread explaining your issues, than add to someone else's.

Yours has been moved to its own new thread but has thus lost context. Can you reply to this post with an explanation of your VM service problems? 

@Wire- 

[TSullivan]

Hi, 

I think my credit file has now been resolved. I received an email along those lines on 24/12/24. 

I have to wait 14 days for my credit file to be updated to double check it has been removed. My complaint with Virgin is very much still open, they do not seem bothered so I will wait 8 weeks and then take it to the ombudsman.

I would recommend emailing the credit file team and raising a complaint.

good luck  

[TSullivan]

If they call you ask for all responses to be in writing. 

try this email address ResolutionsTeam@virginmedia.co.uk

also, my mortgage broker was able to secure my mortgage with the default still in place in the end. They were argue it was a small amount and clearly not something I had done intentionally. 

[Robert_P]

Hello Wire-

Thanks for posting in regards to your request for support, we understand the frustration and you reaching out. As japitts has advised, please update the thread with more details, is it in regards to your credit file as we can see you have posted in numerous threads relating to this?

You mentioned you have emailed the team, can you confirm when this was sent and to what address please?

[Sabrina_B]

Hi @Wire- 👋.

Thanks for reaching out to us, sorry to hear that you have been having issues relating to your credit file and a change required. The process is as standard 28 days regarding any changes that need to be made and to be updated to reflect, it is not something that we can influence. We can bring you in for a private message to look into this and provide an update.

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina