So basically we rented out our house back in 2012 and it seems the previous tenants got services in my name and others and now I want to actually join virgin they say I owe debt obviously not mine I have been trying to resolve for 6 months
Sent ID in to fraud emailed them etc hours and hours of phone calls and the outcome is as below message from virgin back office
Thanks for getting back in touch.
As the account was at the address whilst you resided there we can only go on what we can see on data from that time, we can’t make judgements on civil issues.
Hey thanks for getting back to us
All of the details match to you and the account ran for over 12 months, with no mention of fraud raised whilst the account was operational.
Obviously I'm linked to the address as I'm the home owner I'm hoping someone from virgin picks this up and helps me I've been with BT for years never missed a payment but I would really like to join virgin but no one one seems to either know how to fix this or won't help
I have filled in dozens and dozens of forms for the team but no rey or they decide to not help
I need these accounts taking off of my address and any negative debt removing so I can finally legitimately join virgin
You will need the VM forum team to advise what they can do to help unravel this from VM's end. Their input usually gets a more useful outcome for customers than the other VM support channels when the query is more complicated.
As someone has used your identity and details to obtain services without your knowledge, have you reported it to the police and Action Fraud? You would then have a crime reference number which may help in the process of disentangling you from the fake VM account in your name. Have you made checks to see if any other services with other suppliers were taken out in your name without your knowledge?
Sorry to hear that. Makes the VM written responses you have posted even more nonsensical sounding if that is the case.
The normal complaint route via VM, then CISAS, does not seem to apply here as CISAS do not deal with fraud cases.
There are probably also data protection rights/implications as VM are storing inaccurate information about you and are not allowing you to have the information corrected. That would be a matter for the ICO.
See what the forum team can do for you first of all when they pick this up. Hopefully they can make sense of it as it has been reported as a crime and is a case of identity theft, based on what you have described.