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Proof of settlement default

Joining in

Hi All

I'm hoping someone can help me as I have been going around in circles.

Long story short I had a default of around £10 back in 2019 for Virgin Broadband bill that I did not know or had forgotten about (my bad). I am also your existing customer. I moved from Walthamstow to Croydon. I am in the middle of a mortgage application. It has adversely affected my credit score and now the lenders refused my loan application. After many phone calls I was able to get hold of someone who was unable to give me proof of payment, saying it was In the old system so wouldn't let them.

My mortgage company want a letter or email from Virgin confirming that I have paid the the balance in Dec 2021 and the balance is settled as of Dec 2021. They are willing to accept this rather than wait for the credit report to update which can take a month.

I've been given the email, which I have emailed asking this same question but they say there is a 21 day window to reply. I'm afraid I don't have that long to wait.

Is there anyone at Virgin who can provide me with a receipt or email to confirm that the account is now settled and paid.

My current account number is [MOD EDIT: Removed]
My old account number is [MOD EDIT: Removed]


Thanks in advance


Joining in

hi Avril

Hope you are well

I’m afraid I’m in similar situation with you. My credit score went to poor from excellent because of £10 default. It says “satisfied” on the report.

Now Aldermore even declined my decision in principle due to this.


I was wondering whether you had any luck from virgin media? I’m still awaiting email from credit file amendments.


would appreciate for your advice





Hi @Tomtomlim, thanks for posting and welcome to our community.

I am sorry.  We do not have any way of speeding up your response from our Consumer Underwriting team.  However, I am going to send you a quick private message.  Please look out for the purple envelope in the top right of your screen.