Virgin Media showing on credit report after leaving.
Can someone from Virgin Media with a brain please help me as I have tried the livechat to no avail and keep getting the same silly responses that are just nonsense.
I ended my account with Virgin Media on the 4th of September. I was fully up to date on payments and have actually received just over £1 in refund from Virgin Media.
I returned my equipment and had Virgin Media confirm they had received this.
Despite the above Virgin Media are showing as active on my credit report and show that I owe £37. This is completely incorrect and is negatively impacting my credit score so I want Virgin Media to correct this.
Re: Virgin Media showing on credit report after leaving.
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.
Can you please get someone with some common sense to reply as these webchat agents are just useless....
Welcome to our Community and thanks so much for your first post - I am sorry that that is a default showing on your credit file since you have left our family. I have located your account from here and in order to chat freely about your bills and get things sorted out, I'll need to pop you a Private Message so we can go through security with you.
Please look out for the Purple Envelope in the top right of the page and pop me a reply when you can.