I Stopped being a customer of Virgin Media on the 31st of August 2020 and have received a small refund upon account closure however my credit report shows incorrectly that I owe £37 to virgin media. Please can this be corrected as this is negatively impacting my credit score when Virgin Media are at fault and not myself.
You
at 12:09, Oct 26:
account number ****** Account holder name Mr *******
Shailani
at 15:11, Oct 26:
Hello there😊
Thanks for contacting virgin media you're through to Shailani .
I can assure you that you are through to right person and I will try my best to resolve your query
As I can see you have contacted us in regards to your account
Is that correct?
You
at 15:12, Oct 26:
Well yes and no I've contacted you as my credit score shows that I still owe Virgin media money but you gave me a refund when my services ended so I want this correcting with Equifax
Shailani
at 15:13, Oct 26:
We can certainly help you today, before we continue can you please confirm:
**Your Account Number
**Your Full Name
**Are you the Account Holder?
You
at 15:13, Oct 26:
I have gave that above in the chat account number ******* Account holder name Mr ***** I am the account holder
Please see the photo attached showing a screenshot from my credit report showing that Virgin media are claiming my account is still active and still owes £37 which is incorrect.
Shailani
at 15:17, Oct 26:
May I take the 1st , 3rd and 5t6h characters of the secure password please?
The password I require is the one you quote whenever you call to speak to our team and not the password you use to access and view your bills or online account. I will send you a secure form to enter these details.
Shailani has sent you a Secure Form: [Cable] Security answer request
The following Secure Form has been submitted: [Cable] Security answer request
Thanks, that's correct.
You
at 15:21, Oct 26:
okay?
Shailani
at 15:29, Oct 26:
Thank you for your time and patience. As I see your account got disconnected on 4/09/2020 and it is current which suppose to be paid by you before collect your devices. However it adjustment of your bills .
You
at 15:30, Oct 26:
That doesn't even read as English can you please rephrase
I have cleared all of my bills with virgin media and have even been sent a small refund of just over £1 so there should be nothing on my credit report to show that I owe virgin media any money
Shailani
at 15:34, Oct 26:
I am really sorry for inconvenience as i would like to inform you that your account has been cancelled on 4/9/2020 and it is all adjustment of your bill
After your final bill £1.00 credit has been generated on your account ..
You
at 15:35, Oct 26:
Yes that is correct so my question to you is why does my credit report show Virgin Media as active and as me owing £37 which was last updated in October 2020. Please read my question and answer my question without repeating what I already know.
Shailani
at 15:35, Oct 26:
May i know have you returned devices?
You
at 15:36, Oct 26:
Yes and I have already provided evidence to virgin media and this has all been settled.
Shailani
at 15:39, Oct 26:
Just to let you know I am still here. I am looking into your request and will be back with you soon.
You
at 15:39, Oct 26:
Thank you
Shailani
at 15:47, Oct 26:
Thank you for your time and patience and sorry for inconvenience as I see £37.00 was settlement of your bill and £1.00 credit has been generated on your account..
However it is showing on your account £37.00 adjustment of final bill.
You
at 15:48, Oct 26:
What does that even mean? I don't owe a damn penny to Virgin Media
Shailani
at 15:49, Oct 26:
As £37.00 is not a credit on your account it is settlement of your final bill. And you have £1.00 credit on your virgin media account.
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Can you please get someone with some common sense to reply as these webchat agents are just useless....
