Incorrect Default Removal

[jamescb0UK]

In July my wife received a letter from BPO Collections.

The letter stated she had an outstanding debt of £237. 

My wife does not and has never had any accounts with Virgin Media, Virgin Mobile or any other Virgin Company!!!!!!

BPO Collections said in July that someone in their company or Virgin Media had 'just found her name and address' and associated her with the debt because they had the same name.. and they were taking a pot luck shot that she was the original debtor but they could tell from our address of over 20 years that it wasn't her account or debt so they agreed to remove this debt, we need not worry about it ever again and she would not be followed up for this.

Four months on we are now in the process of moving. We have a very long, carefully negotiated chain of buyers and sellers involved and it is extremely time sensitive.

On our initial mortgage credit check we have now infuriatingly found the debt is still marked against my wife as a default.. who has never had any contracts, phones, devices or any other agreements with Virgin Media... ever!!

This incorrect debt is threatening to ruin our and everyone else in the chain house moves.. it needs to be removed from my wife's credit report IMMEDIATELY

We have spoken to your customer services who said we or they can't even access the account as neither of us know the password for it!! And we have to wait 48 hours for your fraud team to contact us to gain access before you can even look into removing the debt.

This is ridiculous!! We need this debt removed now

Please contact us with an update immediately

[jamescb0UK]

Virgin Media, your incorrect credit default was removed from wife's file 4 days a go.. but now it's been put back on.. WHY?!!!

WE ARE IN THE PROCESS OF APPLYING FOR A MORTGAGE AND YOU ARE RUINING LIVES!!!!!!

[jamescb0UK]

We have never had a Virgin Media account.. And we sure as hell never will now.. But to ruin our lives with your fraudulent credit default is UNFORGIVABLE!!!!..

SORT THIS OUT IMMEDIATELY

[jamescb0UK]

As an update if this isn't resolved by Monday 19th Dec 22 we'll be reporting Virgin Media to CISAS and ICO

We will also be seeking full compensation for the stress and anxiety caused plus costs for any losses incurred as we are unable to complete our house purchase due to Virgin Media's negligence

Can you also unmark this case 'resolved' .. it is very far from resolved..

[japitts]

CISAS won't accept complaints until VM's process has been exhausted - either after 8 weeks or with a deadlock letter.

---

@jamescb0UK wrote:
Can you also unmark this case 'resolved' .. it is very far from resolved..

---

You can scroll to post#2 in this thread and click "unmarked as helpful answer" - it's unlikely to make any difference to the speed with which this is resolved though.

I don't know for sure, but rather suspect the credit file team are office hours only.

[Chris_W1]

Hi James, thanks for the message and welcome back to the forums. 

I am sorry to hear about the default and will send you a PM 

Chris 

[jamescb0UK]

Virgin Media, you have re-applied a false default report against wife's name AGAIN!!!!! WHY??!!!!!

SHE HAS NEVER HAD ANY VIRGIN ACCOUNT... EVER.. WE ARE UNABLE TO MOVE HOUSE BECAUSE OF THIS.. YOU ARE RUINING LIVES WITH THIS

YOU need to confirm the defaulted account has been cancelled with Virgin Media in FULL IMMEDIATELY

[japitts]

If VM have confirmed that this default is in error, then I have some sympathies with your predicament.

Unfortunately, it's entirely possible that the data corrections required here, can only be actioned during weekday office hours. I have worked on similar systems in the past where automated and manual data entries fight each other, and demanding this be resolved during the weekend may simply not be practical.

I hope for your sake that I'm wrong.

[jamescb0UK]

Thanks. Appreciate your advice. As a note to anyone dealing with this in the future I believe you're right.
Last weekend we made little progress too, although shouting about it now laid the ground for progress during the week. Thanks again anyway

[jamescb0UK]

4-6 weeks for Virgin Media to fix their incompetent and incorrect credit default report is completely unacceptable !!

VIRGIN MEDIA YOU NEED TO FIX YOUR ERROR WITHOUT FURTHER DELAY AND PERMANENTLY

WE ARE TRYING TO MOVE HOUSE AND YOU ARE MAKING IT IMPOSSIBLE FOR US AND ALL THE OTHER FAMILIES INVOLVED TO DO THIS

YOUR MISTAKE COULD COST INNOCENT PEOPLE THOUSANDS OF POUNDS

We need confirmation Virgin Media will fix their incompetent and incorrect credit default report completely ON MONDAY 19TH DEC AND NO LATER!!!!

[Chris_W1]

Hi jamescb0UK, thanks for the message. 

The time scale of 4-6 weeks is when it would show on your credit file and this depends when we report and when the credit reference agency updates your report. 

When we send the request over it it will be done within a few days but for you to see it can take the above timescale.

Please contact the credit file, there will be an option to dispute the default and they will be able to update their records accordingly. 

Chris.