URGENT HELP NEEDED CREDIT SCORE

[mary1991]

You messed up my credit score by almost 200 points, I’m in the middle of buying a house. I didn’t get any outstanding bill information to pay, apparently it’s been due - £10. I got told on Virgin Media online help chat that ALL MY BILLS ARE CLEAR and there’s no issue with my payments. On your community chat I saw a lot of people having the same problem. What are you doing?!?! In a few days I have a mortgage completion, my bank will refuse the mortgage if they see my credit score. Please update it AS SOON AS POSSIBLE. I wrote an email to creditfileamendments@virginmedia.co.uk few days ago, was promised on an online help chat that my case was supposed to be treated as priority but still no answer. I promise you If I lose this house because of your mistake I will take it further. There’s OFCOM investigation into this company. 

[Arissa_H]

Hi Mary1991 👋🏼.

Thank you for posting, welcoming you onto our community forum 😊.

I am truly sorry to what has happened and it is not the level of service we aim to provide ☹.

If you sign in to your online account by our app or website, does it show an outstanding balance on there?

So I can look into this and see what has happened I will have to private message you.

Please watch out for the envelope ✉.

[mary1991]

…

[Arissa_H]

Our team will respond to you as soon as they can. 

[Ayisha_B]

Thanks for your time via PM @mary1991 

As advised, the team have sent the amendment request and your credit report will be updated within 14 days.