Hi - I am writing to see if anyone can help, since the call centre seem absolutely inadequate!
I have today checked my credit account at Experian and have found that I have a default on a 3 year old account from Virgin media showing on my credit score still.
Today I attempted to speak to the virgin team to discuss this matter further but because I could not provide the bill due date for my account, despite this being nearly 4 years ago, I was denied being able to discuss anything! Since I never received any correspondence form Virgin in the first place how I am expected to know any details of the account is impossible!
I held an account with Virgin media from 2017 till 2021 when I spoke to a virgin media team representative in 2017 and cancelled my account as we chose to move to another provider due to poor service strength. Following on from this I had presumed Virgin were good to their word and had cancelled my account. I received no correspondence from Virgin, either by email or post, indeed I have never received anything from your company either by email or post. I guess that makes me the mug for taking virgin at their word!
I then discovered that Virgin media had not actually cancelled my account and that Virgin had determined I owed them £74. I found this out via my experian score. I contacted Virgin and despite it being Virgin's fault as they had not cancelled my account I agreed to pay the money as long as It was removed as defaulted on my Experiean account as I had not been informed by Virgin for multiple years that they deemed I owed them money. I received no letters or emails during this time from Virgin asking for any money or informing me that I was not paying what Virgin deemed I owed. This was agreed, they would remove the default if I paid them money. The mug I am again believed what they said.....
I have recently checked my credit score again to find that this default still shows on my Experian account. It is impacting my credit score and I am requesting virgin contact Experian as they originally said they would to have this default removed. It is completely unfair that it shows I am in Default when firstly Virgin should have cancelled my contract as I originally requested, secondly it should have been removed as was agreed when I voluntarily agreed to pay the £74 to just stop the whole situation and thirdly because during all this time Virgin never once let me know that they believed I owed money to them, neither by post or email, therefore giving me no chance to actually contact them to put a stop to the situation.
Please can someone tell me how I can speak to someone to complain. When I asked to complain whilst on the line to the customer services call centre I was told there is no complaints dept, they deal with everything... This is clearly an absolute lie! I want Virgin to contact Experian and remove the Default form my account as It is ruining my life and preventing me from being able to get a mortgage. I have tried emailing their Credit file amendments dept and get no response, just an acknowledgment email. Why cant I speak to a human being in the UK for once, especially about something as serious as this!!!!
