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Re: Amend my credit file

Joining in
I am really furious that my credit score has gone down 103 points when I have made all payments on time and never had any missed payments at all.
I have just closed my broadband account with virgin media in September 2022 and my last bill payment was taken by direct debit that was set-up 18 months ago and never had any issue. The representative told me not to take out the direct debit from my account after closing the account because they will take the last payment and I did exactly that, it's still enabled to this day and the payment was taken on October 5th.
However, today when I logged into my clearscore account, I saw that my score has gone down 103 points because somehow Virgin Media has reported a missed payment of the final bill of £11.
It's really annoying that phone support cannot help and I have sent email to sldo. I will highly appreciate if someone takes action on it as soon as possible and get it fixed.

Forum Team
Forum Team

Hi Mbillall,

Thanks for using the forums to get this issue with your credit file looked into, I am sorry if this has been causing some frustration.

Can I ask if the £11 is still on the account? 

Also, when did you email the credit file amendments team about this? 



Hi Megan,

Thank you for your response and no there is no arrears on the account. The payment was taken from my account on October 5th of this month.

I also called the helpline and they confirmed that all charges were paid on-time and there are no pending charges on my account.

I have sent the email today and received an autoresponse that the team will respond in 21 days.

Can you please fast track the process as 21 days is very unreasonable.

Thank you,


Hi Muhammad, thank you for returning to keep us updated! 

Glad to hear you have been in touch with the team - sadly we are unable to expedite this process, so you will need to await their response. If you have not heard anything by 6th November please let us know and we can offer further support in escalating your case. 

Hopefully they get back to you ASAP! 

Please let us know if there is anything outstanding you need support with, or if you need us to offer help running through your current billing. 

Thank you for your patience in the meantime!

All the best!