Virgin media ruined my credit report

[Suffy420]

Hello. Any advice appreciated please. Virgin media have basically completely screwed me.

I took out a package with them where I was supposed to receive a SIM card and tv services. They never sent the SIM card. I paid for the service for over a year. Called them about the SIM card not being received multiple times. They still did not send it. After a year I decided to cancel my services with them and move over to sky. They then sent a final invoice to say I owed them £260. Since I did not receive the SIM card for over a year I disputed this payment as the SIM card services had been paid for and never received despite chasing them for it.
They told me over the phone that I would be refunded for this. I never was. 6 months down the line I received a debt collector letter asking for payment for the final invoice. Tried to call virgin media to explain the situation but got no where with them.

As I am buying a house currently I decided to make payment for the final invoice as I needed a default removed from my credit report. I should not have had to make the payment but I was getting no where with them and made it to save myself from bad credit assuming the default would then be removed. This is what I was told during one conversation with them. Made payment. Now it says default settled. I was told the default would be removed. This is causing so much stress because I am now going to lose a property I am trying to purchase. I had an immaculate credit report before this and now I’m being told I cannot buy anything on finance because of this. Really need help with what to do. I have emailed them but get no where with them.

[japitts]

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@Suffy420 wrote:

They then sent a final invoice to say I owed them £260....As I am buying a house currently I decided to make payment for the final invoice as I needed a default removed from my credit report. I should not have had to make the payment but I was getting no where with them and made it to save myself from bad credit assuming the default would then be removed. This is what I was told during one conversation with them. Made payment. Now it says default settled. I was told the default would be removed

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Is it the credit file amendments address that you've emailed, or someone else? When did you do this?

More importantly - paying an outstanding amount will not remove a default from your file, but mark it as settled. A default is an indication of an unpaid debt - once paid, it's marked as settled but remains on the file. The only way to have it removed is for the lender to agree it was invalid in the first place - by paying, you've accepted the exact opposite.

The part of your post that I've highlighted is how the credit process does work.

[Akua_A]

Hi @Suffy420 

Welcome to our community forums and sorry to hear you have had this experience with your credit score and your sim card. We can understand the frustration caused and we want to do our best to help from here. Just to confirm, was it an O2 sim that you did not receive as part of your deal? Additionally, when you emailed, what email address did you send to? Also, when did you email our team? 

We want to do our best to look into this for you.

Thanks, 

[Suffy420]

Hi thanks for getting in touch, I am not sure if it was an O2 sim or i virgin mobile one. I’ve been emailing CreditFileAmendments@virginmedia.co.uk and have sent multiple emails over past month or so. The last one i sent was on the 30/10/2024. Hope this helps, Thanks  

[John_GS]

Hi @Suffy420 

Thanks for coming back to us. I'll send you a PM now to assist further.

Best wishes.