URGENT!!!! Credit File Amendments!! PLEASE HELP!!

[Philippa3003]

Hi.

I cancelled my account in March due to moving house and the increase in price... this took over 4 hours on the phone going from department to department to finally speaking to a lovely lady who cancelled the account. I asked what the final bill was... she said you don't have one and we will be sending you a cheque for £30. I even said to the lady are you sure?.... she replied yes... you will receive it through the post shortly and nothing more is owed.

I have returned the equipment which was received by the warehouse mid may... during this process we have received a bill of £10.77... very strange as the lady who cancelled our account said we do not owe anything further. (phone calls recording feel free to listen back)!

This has now gone onto my credit file one month later as a 'missed payment'. My mortgage is going through and we are supposed to be moving into a property this next month.... now the mortgage company are questioning this 'missed payment' and will withdraw the mortgage offer if it doesn't get removed!

I have since paid this 'missing payment' in panic and have emailed the credit file amendment team with the information. 

I need this removing from my credit file or an email/letter to confirm it will be removed so i can move forward with the purchase of my house.

I can't stress how URGENT this is!!... we are talking only a few days i have to sort this mess out!!

Kind regards

Philippa. 

[Cardiffman282]

Every post for this team is in capitals with multiple exclamation marks and heart in mouth expressions of stress. Maybe it should offer a premium rate expedited service

Normal SLA is 21 days but some lucky folks have been sorted out the same day.

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Credit-File-Reporting-Team-urgent/t...

https://www.reddit.com/r/LegalAdviceUK/comments/ojgi2p/update_virgin_media_added_a_default_to_my_cre...

[japitts]

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@Philippa3003 wrote:

I have since paid this 'missing payment' in panic and have emailed the credit file amendment team with the information. 

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I think you've scored a huge own-goal here. By paying the outstanding amount, you have conceded that a) The charge was valid, and b) You were a late payer.

For the benefit of the staff team responding, I will ask when you emailed the CFA team. But I strongly suspect they will now be powerless, and will ask you - if the alleged missing amount was incorrect, why did you pay it?

If the marker on the file was a default, then it will almost certainly not be removed - but now be marked as settled. And quite rightly so.

[Philippa3003]

I paid it because the team I spoke to advised to pay it and then contact the team to get the missing payment removed from my credit file. We was either given the bill incorrectly or given the wrong information when we did not renew the contract when they said on the phone you owe nothing and we will send you the cheque. Either way… it shouldn’t be on my credit file because there has been a mistake on virgin media end. 

I hope to get the sorted ASAP as we have very limited time for the mortgage.

[japitts]

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@Philippa3003 wrote:

it shouldn’t be on my credit file because there has been a mistake on virgin media end.

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If you had an outstanding payment, which you settled late - then it absolutely should be on your file.

If the reason for your settling an allegedly non-existent debt late, was incorrect advice from a CS agent, I fear you will need to prove this. If you've not done so already, request a copy of your personal data to include call recordings - https://www.virginmedia.com/help/dsar-faq . This will be essential should you need to pursue your case to the Ombudsman.

Of course if it goes that way, it won't look good for any time-sensitive financial matters.

[Alex_RM]

Hi Philippa3003,

Thanks for posting and welcome to our community 😊

Sorry to hear there's been some confusion regarding your final bill, so I can take a closer look I've popped you over a private message.

Alex_Rm