Unfair and illegal default on my credit account by virgin media
I was a Virgin media customer for 17 years until 2022 when I moved out of my property and closed my account. I received a letter from virgin media saying there was a balance of £44 to pay which I paid the same day. I returned the hub and got a letter from them thanking me and confirming the return. You can imagine my shock this week when I went to check my Experian account and there was a default of £26 from Virgin media on the account. As far as I was aware I had paid the final bill on the same day it arrived. What I'm can't understand is that they did not notify me of any other money owing on my account. This is required under the Consumer Credit Act 1974. Additionally, the Financial Conduct Authority (FCA) guidelines stipulate that creditors must take all reasonable steps to inform customers of outstanding balances before taking action that could affect their credit file. It is evident this process was not followed in my case. This lack of communication also breaches Financial Conduct Authority (FCA) guidelines, which mandate that creditors take all reasonable steps to inform customers of outstanding balances before recording a default on their credit file. Additionally, recording a default without sending a notice or verifying the accuracy of the debt may also breach GDPR’s accuracy principle, as the data being processed (in this case, my credit file information) must be accurate, up-to-date, and reflect the correct circumstances. Their actions have caused significant harm, including jeopardising my ability to secure a mortgage—an outcome that could have been avoided with appropriate communication and due diligence. I have contacted both Virgin Media Senior Resolution Specialist and the credit file amendments team department and asked for: Full clarification of the origin and breakdown of the £26 charge. Immediate removal of the default from my credit file. Written confirmation of the actions taken to resolve this matter. Needless to say non of my questions were answered and a reply stated: "We are unable to remove the default on your credit file. Your credit file reflects your payment history with Virgin Media. If at any time your payments are late or your account is defaulted, this will be reflected accordingly on your credit file." I cannot believe the way they are handling this for someone who was their loyal customer for 17 years. I see that there are many other people like myself who have been mistreated the same. I shall not rest at this I intend to escalate this through the appropriate channels.Account in Default
Hello, I moved houses last year and VM wasn't available in the new area. From July until October they kept billing me because the Movers Team missed the email I had sent with my new contract. They admitted to the fault on the phone, removed the charges and asked me to send equipment back. I sent it back, post returned to me, said someone was going to pick it up but never did. It was finally picked up last month, some hard searches have been removed from my credit files but now my account is showing as "default". I have emailed them to adjust my credit file but have not heard back. Is there anything I can do? I am still waiting for them to remove the "missed payments" from my account as well. Thanks.Credit File default
Hi Steven, I've had a credit application declined yesterday for a mortgage due to an incorrect default placed on my account by Virgin Media. I've confirmed with Virgin and the debt collectors they sent that the account is actually zero balance. I have already emailed the creditfileamendments team as above. However, I am currently at risk of losing my property purchase unless this can be resolved in the next day or so! It is urgent that this email is escalated as the 21-day waiting period is too long and the ramifications to my personal and financial life are happening presently. I have already lost a lower interest rate due to the delays on this. Any help in expediting this process would be greatly appreciated, I'm sure you can sympathise that it has been quite stressful to potentially lose our future home over a credit file error. Thank you for your time, LukeVirgin Media kept sending me false bills and ruined my credit report!
I had a nightmare with Virgin Media trying to close my account and get back my money for over one year in 2019 to 2020. I terminated my contract with Virgin Media by phone on April 20, 2019. But instead of closing my account as they should have, they left it open and continue to deduct monthly payment from my bank account using Direct Debit for another 3 months(total of £105). I cancelled the Direct Debit in July and raised multiple complaints on July 18, Sep 04, Nov 22, Dec 03, and Dec 10. Every time after a long waiting and explaining to a different operator, he/she would apologised and acknowledge the mysterious error that they can’t explain and promised to terminate and refund my account immediately, which never happened. On Jan 3, 2020, I received another email from Virgin Media asking me to pay a bill of £128.34. So decided to raised a complaint to CEDR. (case no: 588054). It wasn’t really a dispute, as both VM and I agreed that my account should have been closed long ago and the £105 to be refunded. The problem is they never executed it. On Feb 14, 2020, I accepted Virgin’s settlement offer to close my account and refund £105 that it deduced from me after my account should have been terminated. However, Virgin Media did the “promise something but do the opposite” trick again. This time it even hired a collections company to send me a letter asking me to pay £92.09 on March 19, 2020. After re-opening the CEDR complaint again and many hours wasted in explaining, I received the refund cheque of £105 from Virgin Media in May. I thought this torment had ended there. But in 2023 I did a credit check and found that Virgin Media had stained my credit report for 3 months arrear of the bill that was generated completely by their mistake. This is outrageous! I would like to request VM to take off my arrear history immediately and apologise to me.Default in my credit file
Hi, Recently, I discovered that there is a default mark on my credit file that is associated with my Virgin Media account. I have diligently maintained my account and I have requested for a disconnection many months ago and I was told that the retention team will call me. I haven't received any calls but got an email in June saying I have an outstanding amount of 76.62. Meanwhile last month there was a default placed in my credit file without serving me a default notice. I was waiting for the Virgin team to call me to discuss and I was about to come back as a customer again. I also had a chat with Virgin Media customer care and they promised me that if I pay the outstanding they will remove the default from credit file, also asked me to send a mail to creditfileamendments@virginmedia.co.uk I did sent them a mail and got a response that they will update my credit file as satisfied which is unfair. Can anyone help me with the process to escalate this as they have the recordings of my previous conversation and their promise.