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    • Hi . I also been motability customer for many years but this is my 1st diesel .  And I have to say motability staff are the cream of the cream  best of the best  100% amazing staff  but this time in particular when I said what happend  just like I said     The reply was  they must been a mistake I'll send them an email to remind them   Then I said I want to make a complaint about them as they was rude  dismissive and I dont really want to go back to them .  Then she said  this is a complaint  I'm doing it now and I'll send them an email to remind them  And I had nothing  off them since .  Also I left it on there feedback on there Webb site review.  (the dealer )  Which they replied in a bog standard click and paste reply  saying they  contact me and deal with  they never did  even left follow up feeback to the review.    I was shocked by the lack of response from motability  of the potential fraud  that could be going.on ..  As far as I'm concerned it is fraud  they know it's free to motability customers  but still try and charge  even argue with customers in middle of the show room  and that was there manager   david /dav .  
    • Hi   I myself am a Motability Customer and have been for some years with numerous cars.   What I will say is you won't have been palmed off by Motability as your complaint will be noted on their system with that specific dealership and they will have asked that dealership to respond to your complaint.   With Motability it will take more than one complaint against that specific dealership unless very serious for them to take corrective action on that specific dealership.   When you contacted Motability did you make it clear that you were complaining about that dealership and the adblue charge?   What exactly did Motability state to you after they had carried out their investigation? (Motability would have contacted that dealership for a response)   Did Motability offer to change you to another local dealership for servicing of your car? (they can do this if you are unhappy with that specific dealership)   I note you state your sister husband who is disabled took his car and was charged £30 for adblue for their car but could you clarify:   a) Was this at the same Dealership you went to?   b) Was this car a Motability Scheme Car?  
    • Thanks for the reply DX100uk   The lady said hard copy asap. I recall a previous letter with guidelines stating 14 days. i'll certainly submit an email version also as courtesy.   If its 7 or 2 days, then fantastic   but i also found this 'Accordingly, in the absence of a specific direction, witness evidence should be filed with the court at least 14 days before the final hearing date. statements. As per CPR 32.4(2), the court will order a party to serve witness statements on the other parties.'   https://www.lexisnexis.co.uk/legal/guidance/in-relation-to-witness-evidence-under-the-civil-procedure-rules-what-are-the-time-limits-for-filing-a   i have however found this: 1 Oct 2020 — 17.1 The witness statement should be headed with the title of the ... that the claimant must file the trial bundle not more than 7 days and ...   https://www.justice.gov.uk/courts/procedure-rules/civil/rules/part32/pd_part32#witness   but i cannot find that tect in the actual web page, i have found though: AGREED BUNDLES FOR HEARINGS 27.4 Rule 39.5 provides that the claimant must file the trial bundle not more than 7 days and not less than 3 days before the start of the trial.   so slightly confusing  
    • Nobby_v   Just to clarify for you yes you can post that link you have provide in your post.   Here is the full link: (Remember to got to 5.2.3. Tyres)   5. Axles, wheels, tyres and suspension - MOT inspection manual: cars and passenger vehicles - Guidance - GOV.UK WWW.GOV.UK Inspection processes and rules for car, private bus and light commercial vehicle (class 3, 4, 5 and 7 vehicle) MOT tests.    
    • you can surely use email? and where has 14 days come from? it's typically 7? or even 2 days.      
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Virgin Credit File Dispute


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Hi all,

 

I want a bit of advice about a complaint/credit file dispute I have with Virgin media. I had an account whilst at university that I believed to have paid, I called and spoke to an agent at Virgin who confirmed that no further payments were due. Only upon checking my credit file recently have I noticed a default of £50.14. I disputed this at Equifax and the information was removed, however, when I did the same with Experian, Virgin media came back to me (about 3 months after logging the dispute) to state that the info was correct.

 

I raised a complaint at Virgin media about a week ago. I received a call back from the same person based in India that I raised the complaint with, stating that as I need to have calls listened to, the complaint needs to come in writing as I need to give my authority for them to action this. Now, I work in complaints myself so I know this isn't the case with my organisation. Has anyone heard of this type of thing happening before? It doesn't seem right to me and seems like a cop out.

 

Its such a small amount and I would happily have just paid it at the time. This is now stopping me from getting a mortgage.

 

Any help would be greatly appreciated.

 

Thanks,

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No they don't require a signature for a call to be listened to but VM are under no obligation to listen to the calls as calls are recorded for training and monitoring and are not there to verify conversations, however,

 

I would reply to them requesting to escalate this issue if the agent dealing with it has not authority to listen to calls as nowhere does it state in their terms or any regulatory bodies terms that a signature is required.

 

The agent either cannot be bothered to pass your account to someone that can - or was leaving for the day.

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Thanks for your reply IdaInFife.

 

To be honest, I'm in agreement with you on this. I have even requested for the agent in question's manager to call me back but this has never materialised. I think I will put this in writing anyway and send it recorded delivery. That way there's no comebacks or delays about it. What I think the agent is getting confused with is a SAR request, which is not what I asked for. I stated that phonecalls will need to be listened to but AT THIS STAGE I don't require a copy and all I wish for them to do is investigate my complaint. Not sure if anyone would be interested but I will post up my final response once I get it.

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I would agree with what you propose is the best action but let me see if we can find a decent email address maybe to send rather than via customer services.

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  • 2 weeks later...

Still yet to receive acknowledgement of this complaint despite it being signed for on the 25th July.

 

Does anyone have experience of Virgin Media complaints? Should I have received acknowledgement at the very least by now?

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FINALLY had a response from Virgin.

 

They have said that they don't have records of the calls made back in 2009 but they only have the notes on the system to go on. Those notes say different from how I say the conversation went. I stated what's to say the agent didn't realise his error and then put different notes onto the system? They said that I can't prove otherwise!! Unbelievable.

 

I asked that surely in this circumstance, you would as a gesture of goodwill look to remove the default showing. They advised that they weren't willing to do this. So I asked for my final response to be sent to me so that I can go to the ICO.

 

Absolutely incredible.

 

Can anyone advised how best to proceed with this? Would it be best to go to the ICO or an MD?

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Ignore that.

 

EDIT

 

Well, what a difference a phonecall makes.

 

I called back through to the complaints team to get my account number to take the complaint to the CISAS and ICO. I spoke with a completely different agent within the customer relations team. This agent advised that due to the amount and in light of the circumstances, she would recall this from the DCA and remove the default completely from my credit file. Now why this couldn't have been done with the previous agent I spoke with, I don't know.

 

Lyla in the complaints department at Virgin Media I can't thank you enough!

 

My faith in humanity is restored!!

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  • 2 months later...
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