Of course - I have an issue going back to 2017 that nobody seems to want to help me with. I went into a Virgin store and was advised by a store manager there to speak to my bank to arrange a refund for a contract that should have been cancelled by Virgin, but never was.
The bank refunded me £110.08 and I have just seen a default has been placed on my credit file for payments not being made in 2018.
I am totally perplexed. I have tried speaking to a member of your customer service team that has said you don’t have records going back to 2015 when the sim was taken out.
The refund of payments was from Dec 16 to August 17. I attempted to cancel the contract at the beginning of December but payments continued to be taken via dd from my bank. The store manager advised me the error was on the part of Virgin for not cancelling as I requested and the quickest way to obtain a refund was through the bank. The refund was for the funds that were taken from my account after I had requested the account be closed.
I am being penalised for following the instructions of your colleague and today I have been told (by another colleague) Virgin have no way to verify the conversation that was had in 2017. So because of a lack of record keeping on the part of Virgin I am being black listed.
This entire debacle has only been brought to my attention after many years because I am in the process of applying for a mortgage. I cannot have false information held about me on my credit file.
I have never received any form of correspondence from Virgin claiming there was an outstanding amount owing (because there wasn’t!), never received a call or a text or an email from yourselves. Nor have I ever received a writer from a debt recovery agency in relation to this matter. I have lived at the same property for the last 11 years.
I am beyond stressed out, being physically sick and not in a good place at the moment because of the stress Virgin is putting me through.
please please please can you help me in getting this matter resolved.