Virgin Media Community

[Pris88]

I have been a victim of fraud last yea. It was my own daughter. After several trials to contact the fraud team I was completely left with the problem. Now I am receiving letters from debt collectors and my credit report is a disgrace.

I feel completely disgusted by the fact how Virgin treat their customers. I have been a broadband customer for more than 7 years and never missed one payment. That’s how they treat their customers. 

[Akua_A]

Hi @Pris88,

Welcome to our community forums and thank you for your first post

Sorry to hear you experienced this with fraud. We can understand the frustration caused and we want to best help. 

Just to clarify did you experience fraud with your cable or mobile account? How were you last in contact with our fraud team? Also when last were you in contact with them and what was discussed?

Thanks,

[Pris88]

Hi,

last time I contacted was the customer service that gave me an email that never worked. The other team that is the one that recover payments said to me that because it was my daughter that use my name they not consider a fraud and gave me a wrong email as well to the fraud’s team. The emails I sent all voiced back. It was back between March and July 2021. And just now I am receiving the letters from debt collectors. 

[David_Bn]

Thanks for coming back to us @Pris88, can you please confirm if you've been able to report this to the police at all?

In regards to your credit file, you would be able to have this reviewed and amended by contacting our team via creditfileamendments@virginmedia.co.uk 

Kindest regards,

David_Bn

[Pris88]

Yes I had reported to police and they investigate it and took action. 
I can try to contact the email you gave but I had to spend one year paying credit agencies fees and they had contact Virgin that said they would not amend as it was not a fraud. They didn’t investigate it and they just came back saying that I was responsible for it as didn’t keep my details safe. Then I ask how can I hide my personal details as name address, date of birth and bank account number from my own daughter? Virgin completely ignored all my appeals to have it sorted through credit agencies when it was more than proved I was a victim of a crime. I lost the faith after so May trials. 

[David_Bn]

We're terribly sorry to hear that the ruling with our Fraud team was not satisfactory

If you're able to E-Mail out credit file amendment team and advise them of the crime number, they may have more scope to remove any defaults from your credit file

Kindest regards,

David_Bn