Repeated Collection calls wrong number

[LM2345]

I’ve been incorrectly called c20 time from various numbers most recently 0800 183 6411. I’m being called for collections for someone else. I don’t have, have never had and now will never have a virgin media account. I have explained this to every agent and have never been able to get my number removed from the system. I’m never able to speak to a manager and the agents end up hanging up the call on me when I tell them I’m not happy with them simply saying they’ll remove my number. As they never do. 

I have also tried to complain but can’t do that either as I’m not a customer. 

can someone help me get this fixed please? 

[Zach_R]

Hi @LM2345,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that this is happening. I can confirm that the number you've provided there is a genuine Virgin Media contact number. Did they state if this was for mobile or cable services at all when they've called?

Thanks,
 

[LM2345]

Hi, thanks for getting back to me. I think they have only ever said “virgin media” account I’m assuming it’s cable but I don’t really know. 

[Zoie_P]

LM2345,

Thanks for your reply.

I will pop you over a PM to get your number and to see what is going on 🙂 

Zoie

[Zoie_P]

Thanks for messaging with me LM2345, 

Please keep us posted if you hear anything else.

Zoie

[LM2345]

Hi Team, 

As per our prev correspondence my phone number has been incorrectly linked to an account that is in collections. Virgin have sold the debit and my information to 3rd parties and they are now using my number to collect a debit that is not mine. I have prev told these debit collection agencies 20+ times that I am not Annie O’Neil but they do not believe me and will not remove my number. Given that virgin have sold on the miss-information virgin should be rectifying the situation. 

can you look in to this and advise what action is being taken to ensure I’m not contacted again. I would also like to log a formal complaint, I’m not able to do this via the normal way as I am not a customer. Can you advise how I do this? 

 

 

[goslow · Accepted solution]

See if you can obtain advice from the ICO about how VM has incorrectly processed your information and how the debt collection firm is still incorrectly and automatically processing your details

https://ico.org.uk/global/contact-us/

The BPO Collections website also mentions they are regulated by the FCA. You could seek advice from them about the behaviour of the debt collection company.

https://www.fca.org.uk/contact

Also have a look at the CSA website and CoP (which mentions data protection and the accurate processing of data)

https://www.csa-uk.com/page/codesandstandards

[Ayisha_B]

Hi @LM2345

I am sorry to hear you're still receiving these messages and your number hasn't been removed from our systems.

I will pop you a PM now so we can take a look into this.

Thanks

[Ayisha_B]

Thanks for your time via PM @LM2345

As discussed your complaint has now been raised, and the dedicated team will be getting in touch with you directly. 

Keep us posted.