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Miki123

Virgin Media screw up

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Hi, not sure if I'm in the right place but if not maybe a mod can move it but here goes.

 

I've been a virgin media customer since 2007 and have never missed a payment. My bill is sent on the 1st of the month to be paid by the 13th and is always paid on the 11th (payday).

 

 

On the 4th of this month I receive an email from experian reporting of a change to my credit file. I Log in and find that VM have issued Oct bill on the 1st then on the 4th marked my credit file as 1 missed payment???????

 

I called VM and the advisor despite being friendly was dumb as a log, checked my account and said that he cannot find a reason as to why this has happened as all my bills are paid on time. He stated that he'll speak with the credit team and get back to me. He then came back and said that the credit team send their apologies and will correct the matter in 2-3 days.

 

Well it's now the 12th and no adjustment has been made so I called then back. Spoke to another friendly advisor who was slightly more dense than the previous one and after 15 mins of explaining the problem and stating that I can't "simply ask experian to correct THEIR mistake" he has said that all he can do is escalate the problem and get someone to contact me in 3-5 days.

 

I've just spent the last 8 months clearing off a DMP and trying to get my finances back on track and just had my first month in years of nice big green zero's right across my credit file then virgin go and do this.

 

My question is where do I go and what do I do next?

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You give them a time say 7 days seeing as they have already had time and write by recorded delivery telling them they have cause extreem embarrassment and distress and have 7 days in which to remove the marker or you will get a court to order them to do it.

 

This isn't an idle threat Miki, you can do it, and the regulations say you can do it, so get that letter sent with 7 days after receipt as the deadline.

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Ok great. I'll type up a letter in the morning and get it in the afternoon post.

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Most companies update the CRA's for all of their accounts once a month. It may be corrected on the next run but I would expect their agents to be aware of this and to advise you of this but I would not be happy with their repsonse either.

 

Mind send the letter recorded delivery.


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