Credit rating mistake

[Lizzyandtom]

Well virgin, you’ve done it again.

Another customer, another 'excellent' credit rating you’ve unlawfully destroyed. Our broadband contract ended in September. My partner checked his credit rating and saw that it was down 180 something points to fair. Apparently there were two missed payments, on a contract we have not taken out.

We have spoken to customer service via the chat, had it escalated to the legal fraud prevention team, and emailed the necessary proof of address documents to the credit rating team. To be told it will be dealt with in about a months time. Not good enough. We’re trying to get a mortgage. This is catastrophic and destroying us.

[japitts · Accepted solution]

Just by means of some info on the process side, there's technically no such thing as a credit rating - you have a credit file, the contents of which individual lenders use to score you. But that score will be strictly internal to them - anything else is just a marketing term that firms such as creditexpert and suchlike use, to sell data to you.

Also I presume when you say your contract ended, that you did give cancellation notice? Because if not, all that happened is that your minimum term ended. You've alluded to a mystery new contract, but it's not clear whether you mean the previous contract that would have continued unless you cancelled it, or a new one.

[Lizzyandtom]

Yes our contract ended. By that I mean ended. This new contract is in my partners name but we have no access to the account.

I get what you mean about the credit file thing, my partner paid £15 on experian two view what had happened (I know, £15 isn’t ideal, but it was the only way to find an answer as to why the school has gone down so much).

The fact is, we are getting a mortgage for an extension soon, this is going to ruin it

[japitts]

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@Lizzyandtom wrote:

I get what you mean about the credit file thing, my partner paid £15 on experian two view what had happened (I know, £15 isn’t ideal, but it was the only way to find an answer as to why the school has gone down so much).

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A statutory copy of your credit file is free of charge from Experian, Equifax and another whose name keeps escaping me.

https://www.experian.co.uk/consumer/statutory-report.html 

[Ilyas_Y]

Hey @Lizzyandtom, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the credit file and the score that has been affected.
Please email: creditfileamendments@virginmedia.co.uk with an overview of the issue and team will continue conversing with yourself and correct any errors that may have been placed on your credit file.

Let us know how you get along.

Kind regards,
Ilyas.