It has come to my attention that Virgin Media entered a late payment onto my credit file. This pertains to a resolved complaint that resulted in Virgin Media refunding me and issuing an apology, so I am astonished that you have damaged my credit score. I was also given no notice of a default payment so I only found out from my credit report.
In brief:
- I was wrongly informed by a customer care agent that my contract was being postponed for the duration of building works to our house when we would not be living there
- the customer agent informed me that she would call me back if there was any issue but that she was going to sort it out and that my direct debit would restart in December when I returned to the property
- I later found out that I had been billed for this period and that I was in arrears
- I complained to VM who apologised and refunded the amount to my account, as well as placing me on a new contract
- I was informed a direct debit had been set up when it had not been
I am absolutely appalled to see that an error on your part has resulted in my credit file being affected and the potential impact this can have on my future credit given that I have been a loyal customer to yourselves and would never jeopardise my credit profile by missing a payment or submitting a late payment- as you can see from my recent and historical statements.
Therefore I am writing this subsequent email as a formal complaint to yourselves to escalate this as a matter of urgency. I require you to contact the relevant credit agencies to have this removed from my credit file ASAP. I request that you come back to me within the next 24 hours to get this resolved or at least advise that you have taken action / steps to bring the matter to a close.
I will escalate to the financial ombudsman if you cannot resolve this ASAP and have these erroneous missed payment charges removed from my file.
I have emailed Virgin however I am not willing to wait for 21 days for this to be resolved .
Many thanks
