My ID was fraudulently used to set up a Virgin Mobile account in Jun-18. As I wasn't aware of the account I didn't pay for it and so Virgin registered a default on my credit file. After hours of being on the phone I have managed to get Virgin to remove the charge but I still need the entire record removed from my credit history. It is preventing me getting a mortgage. I have emailed the Credit File Amendments team but have heard nothing back and the Virgin help desk won't put me through to speak to them. @Virgin: can you please provide some advice to how I can get confirmation that this issue is settled quickly? It is unacceptable how poor your customer service is.
Under the GDPR, Chapter 3, Article 16, https://gdpr-info.eu/art-16-gdpr/ "you have the right to obtain from the controller without undue delay the rectification of inaccurate personal data concerning him or her."
If your credit file is inaccurate, you can raise your concerns with the relevant CRA you obtained your file from. However, the problem may lie with the original lender or organisation that supplied the CRA with the information so you will need to contact them instead.
Who is responsible for the information on my credit file?
It is easy to see why people assume the CRAs are responsible for all the information that appears on their credit file. However, in reality, the lenders and telecoms and utility companies who passed the information to the CRA in the first place also have responsibilities for the information that appears on your credit file.
As a general rule, if the entry you are looking at has the name of a company on it, it’s likely to be that company who is responsible for that entry. The CRAs cannot amend this data without the permission of that company.