Virgin Media Community

[HenryRicks]

Hi there 

I urgently need to get hold of the Credit File Amendment team as there is an incorrect Default on my Credit Report which is preventing me getting a mortgage and I am in the process of buying a house (solicitors and surveys already paid for!). 

I moved out of tenanted address in June 2019 having paid all of my monthly bills. I then received a call from a debt collection agency on 28th November 2019 saying that I hadn't paid my final installment. This was the first I had heard of it having received no communication from Virgin Media, but immediately paid (£35) and received confirmation the account was cleared and closed. 

My credit report is showing I defaulted on this payment in December which is clearly incorrect - The fact that I also received no communication that my account was in arrears is not acceptable.

I need this to be updated urgently and so would appreciate this being escalated. I have emailed and written to the Credit File Amendment team but the automatic response has said it is a 10 day waiting time which I don't have as I will lose the house! 

Please Virgin can you help me get this resolved. 

Thanks

Henry  

[Paul_DN]

Hi HenryRicks,

Thank you for reaching out to us in our community and a very warm welcome to you.

I am sorry to hear that your credit file has been affected by a bill you weren't aware of, as you have already contact the credit file amendment team as it is an SLA of 10 days there isn't anything further we can do to escalate this, I am sorry again for any inconvenience caused.

Regards

Paul.

[Wjcbrooker]

Recently whilst re mortgaging my property I was informed that I had a default registered against my name for an unpaid Virgin Media Bill in February 2017.

I have spoken to your billing team and they have confirmed that no such debt exists, that my old account was closed and confirmed that your records show that I moved out of the aforementioned property in December 2016.

I do not understand that EQUIFAX show that the account is up to date and NO DEFAULT but the file you have supplied to EXPERIAN shows an UNSETTLED DEFAULT;

How can this happen?

[Corey_C]

Hi Wjcbrooker,

Thanks for your post. You'd need to speak to the Credit Amendments Team. Pop them a letter or email with the following information:

• Name
• Account Holders Name
• Full Address where you had the services
• A photo or screenshot showing the Virgin error on your credit file
• Contact details for yourself

They will investigate this and come back to you within 28 days.

The contact options are:

• By post at: Consumer Underwriting, Virgin Media, Eagle Court 3, Coventry Road, Sheldon, Birmingham, B26 3RZ
• Or via Email: creditfileamendments@virginmedia.co.uk

Come back and let us know how you get on. 

Cheers,

Corey C

[Eagles1]

We are having exactly the same problem it is a disgrace Virgin can get away with this and against the 2018 data protection act.

did you resolve if so how and were you able to speak to anyone in the uk

[Lisa_CC]

Hi Eagles1,

Sorry to hear that you're having the same issue. Can you tell us more so we can help? Have you spoken to the Credit File Agency for example?

Thanks,

Lisa

[Eagles1]

We have a fraudulent default payment shown on our Equifax credit score which is preventing us remortgaging

We have spoken to Virgin customer services, debt collectors who all agree this does not exist and confirmed it should be removed.

we have also advised Equifax who have raised a dispute number for Virgin to address on and advised there credit file amendments team by e mail only to be told they will contact us in 14 days which we do not have and legally neither do Virgin

If you have any other contacts we can go through to speed up that would be much appreciated 

[Lisa_CC]

Thanks Eagles1. Can you clarify what exactly was said as if the Credit File Agency contacted us on your behalf as you've raised a query with them, our Support Team will reply back to the Credit File Agency and wouldn't contact you. Please send an email creditfileamendments@virginmedia.co.uk if you wish to contact them directly so they can take a look for you.

Thanks,

Lisa

[Eagles1]

Lisa

i have already Deane them two e mails this afternoon now I simply need action and this removed or I am liable to lose the property I am trying to purchase through no fault of ours.

also as stated and I am sure you are aware you are legally obliged to remove false information immediately 

[Katie_WT]

Hi there @Eagles1

If you have contacted the correct team on the email my colleague has provided, they will do what they can to assist you. It takes up to 14 days for the changes to be made and to appear on your credit file. 

This is not a timescale we have put in place but one that Experian and Equifax advise for any amendments - we cannot push this through any faster, I do apologise. 

Cheers