Hello, I have a complaint with you, ref removed . I keep going back and forth with your team but there is no resolution (even though I emailed creditfileamendments@virginmedia.co.uk on 30th of May (no acknowledgment either)
In February I applied online for an account under my name - you performed a hard search at the time and sent me a contract via email. I kept waiting for the equipment to arrive and when it didn't after a while I called and was told the account didn't go through because my ex-husband still had some time left on his account at my address, so I had to wait for his to end first before I could open mine. When I tried again to open an account via the phone, another search was performed. I explicitly asked at the time if it would be a hard search and why it was needed again, and I was reassured it would be a soft search and my credit wouldn't be affected. Now Equifax is reporting two hard searches from Virgin Media on my credit which dropped my score significantly when I wanted to remortgage for a new house. Without this, my score would have been excellent.
I would like these searches removed, it is unacceptable to have two hard searches for a single account opened and I was given misleading information over the phone. It looks like I am desperate for credit for a £33 bill per month.
[MOD EDIT: Personal and private information has been removed from this post]
