Chance of success with Virgin Media default?

muddymouse

Hi, I wasn't quite sure which sub forum to put this in, but most of the credit file related threads seem to be in this one... I'm really just looking for some feedback, or anyone who has had a similar experience to give me an idea of what to expect.

Basically, back in March 2010 I moved house. I had Virgin Media cable services at my old address but they weren't able to provide this at my new home (non cabled area). They did offer 'normal' broadband at a competitive price, so I decided to stay with them.

I paid my final bill at my old address (or so I thought) and began paying my new account by direct debit. Many months later I received a strange letter from a debt collection agency saying they believed I owed money to a firm (they didn't specify which one) and asking me to contact them. I thought it was probably a scam so ignored it. About 2-3 months after that I received a letter from a different debt collection agency saying that they had 'traced' me to my new address and that I owed Virgin Media £44.48 for an account at my previous address.

I was a bit confused as to why they had to 'trace' me when they were providing my services at my new address, but I paid the bill the following month and thought this was the end of it. However, on checking my credit file last year I found that Virgin had recorded a default against me in May 2010. There was no late payment recorded prior to this, just up to date and then straight into default. At no time prior to the debt collection letters did I receive any bill or contact from Virgin.

I have had many long drawn out telephone and email exchanges with Virgin regarding this matter. They maintain that they contacted me and have sent me a long list of occasions when they did this. However, I didn't receive any correspondence and believe they have been using my old phone and address details. They say they do not have any record of which details they used.

I made a complaint to CISAS a month ago and the deadline for Virgin Media to reply was three days ago. I haven't heard from CISAS yet to see if Virgin have responded, but I know it may take a while yet.

So (if you've not got bored reading yet!), my question is... what are my chances that CISAS will tell Virgin to remove the default? I haven't asked for any compensation or apology, I just want this misleading information removed from my file.

grumbler

IMO, you have a strong case and if Virgin keep fobbing you off you can complain to the CRA(s) in question as well.
E.g. http://www.equifax.co.uk/Products/learning-centre/correcting-errors-on-your-eport.html

If Necessary, Contact the Credit Reference Agency

If you cannot resolve the problem with the lender, contact the credit reference agency that is reporting the item in question. You will need a printed copy of your credit report from them. There is a charge for providing you with the report.
After you send written documentation of the inaccuracy, the credit reference agency will review it. If further investigation is required, they will provide notification of your dispute, including the relevant information you submitted, to the source that furnished the disputed information to them.
The source will then review the information, conduct their own investigation, and report back. The credit reference agency will then make all appropriate changes to your credit file based on the investigation, and notify you of the update.

muddymouse

Thanks very much for your comments grumbler. Fortunately, I have now heard back from CISAS and I won't need to contact the credit reference agencies myself as they have found in my favour and told Virgin Media to remove the unfair default.

I thought I would come back and let people know as, although I knew the default shouldn't have been issued, I was worried that I wouldn't have any success getting it removed because Virgin are such a big company and have been so stubborn about it.

Just wanted to say that it is possible, and I am now looking forward to having a much improved credit record.

matttye

Glad to hear you got it sorted.

The letter from a debt collection company indicated they had to 'trace' you is pretty strong evidence Virgin were not writing to you at your current address given that you are a current customer.

chattychappy

Always nice when people feedback outcomes. Useful info for others in the future.

The_pc_tech

Not really surprised to hear of such incompetence from this outfit.

Was an analogue cable customer for a bit and it was a nightmare trying to cancel it when I switched to Freesat, spent over an hour on the phone being passed from department to department.