Welcome to the community forums
Sorry to hear that you have a dispute with your credit file.
If you have been in touch with Experian already and have disputed the mark on your credit please email our team at firstname.lastname@example.org for this to be investigated further.
In the email you'll need to include your full name, account number, contact number, account address, the company that you used to view your credit file, and any specific details related to the credit file enquiry. The credit file amendments team will action this within the next 14 days of receiving your email and be in touch further if needed.
I have contacted experian and they gave me this email too. I do not have the account number as this was from 2021! I emailed them anyway and they have never responded to me, other than an automated email response. In the meantime I cannot speak to a human at Virgin as they want details from the account I do not have! I am shocked at the absolutely poor customer service, I put clearly in my complaint I had already emailed Credit amendments and you did not even read it properly.
And to add insult to injury I had a Virgin manager call me later that day asking why I had left negative feedback for them..... Really! When I explained why I left negative feedback she asked me why I had not asked to make a complaint. i told her I had done and was told by the customer service call centre person that he was the complaints team too!!! Well once I said this to her she had nothing to say, she just said well I cant actually talk to you as you cant answer the security question.... Then told me to wait for a postal letter they would send me. Absolute joke.
We understand your frustration with this hmb2 but account security is paramount to us here at Virgin Media, it is both a legal and regulatory requirement for us to ensure we're only speaking with the account holder regarding specific account details. We appreciate that this is an older account and you may struggle to remember some of the details requested which is why we offer a reminder service via letter.
Once received, this will allow you to speak to the team in regards to this, depending on when you emailed the credit file team, it can take up to 14 days to get a response.