Credit score massively downgraded
I recently attempted to get a (duplicate) Virgin Media Broadband package in my home and Virgin performed a hard credit search. This duplicate account has now been cancelled - there was no installation and no money changed hands. However the hard credit search remains in place and has made a large decrease in my credit score. How do I go about getting this search removed? It doesn’t seem fair that: a) it was not clearly pointed out that a mere £28/month subscription would result in a hard search and b) the search needs to remain in place if I no longer require Virgin broadband. Any help appreciated. ThanksCredit File Amendment = Mortgage Withdrawn
I am yet another customer subjected to Virgin Media's unscrupulous credit file policy which is clearly causing mayhem with so many poor families. I cancelled my broadband contract with Virgin in February, and paid an additional sum that month (assumingly the final bill). They tried to charge me again in March and I could not reach anyone to discuss it. Virgin then passed their invoice to BPO who informed me that sometimes the contracts are charged a month in arrears. Unable to reach Virgin I decided to close the matter and paid the sum, still confused as to why it was due. £39 paid 2-months late. I am now in the process of purchasing a home for my family, so my 3 year old can have a garden for the first time in his little life. My mortgage broker has advised us that Virgin have placed a default notice on my credit score and our mortgage has been withdrawn because of it. I have emailed VM's Credit File Amendments team with the details but their 21-day SLA is too slow to salvage our house purchase, which has already cost thousands in searches, legal fees, surveys. I am in absolute utter despair. If anyone has any suggestions, please let me know.Unjust impact on credit score - Status 3
I subscribed to Virgin in 2021 while I lived up north. I paid monthly as required. I moved house to another town and I opted to discontinue the service because the new location did not have a connection from Virgin. The exit customer service guy convinced me that they could get fiber to the new house in 2 weeks and should wait. That I still consider till today as one of the biggest mistake I ever made. I stayed without internet for 2 weeks. He also told me my bill would remain the same as the old house and my contract tenure sustained. he also said I will get a bill but I should ignore the value of it as it would be regularised. After the first invoice and second, showed double the fee, I called customer service and after over an hour, the lady on the phone finally understood what I was saying and applied a credit to reduce the amount payable. She said next month will be fine. Fast forward 8 months and more down the line, I made that 1-hour phone call every month I had an invoice as they were unable to fix the billing issue. they always applied a credit to my account. At the end of my tenure I did not renew the service, the person I spoke to after about 1.5 hours said Virgin owed me some amount. I said but I have an invoice pending, she said it would be applied and that I did not need to do anything. A month after I got another invoice of the same amount £35, I got on the phone again explaining the same thing I did every month and I was told it would be resolved. The third month I got a letter from recovery and at this point, I was tired of making hours of phone calls to reps that would barely understand what you were saying. Meanwhile I never had DD on this account from start. So I paid off the £35 and walked away from the mess. The annoying thing with Virgin Media is you will never get an email from anyone within the organization where you can send your queries to when you have issues. I asked severally on every of those phone calls for an email where I could send my issues to so someone with more technical skills could look at and correct my billing. But no, they will hold your call for 10-12 minutes, return, and start a new conversation entirely. One year later I am making an application and I am told I have a status 3. for £35 on virgin media. This is unacceptable and it should be looked into. I could afford to make the payment, I was told not to and that it would be resolved like every other time.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.