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Virgin Media marked me down as Late Payment despite 'Settled' account status - Compo?
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SamCramphorn
Posts: 1 Newbie
Long story short, I was closing my virgin account down and I had manually paid the reminaing balance (£40) over the phone.
2 weeks later they took the same amount back via Direct Debit (refunded 5 days later). I kept receiving mail saying we still owed them this £40 so I rang them several times about it and they assured me to leave it and it wouldn't impact my score.
I check Equifax & Experian today and surprise surprise 'late payment'.
I am due to be going for a mortgage in a few months time and this will screw me over, so I rang Virgin who said that they will get it removed asap.
I am annoyed at them because I was explicitly told that this wouldn't be the case and that I shouldn't have to worry about it happening, well it did! I kicked off and they offered me £10 for my time (6 calls adding up to ~4hrs time on the phone).
They've given me a final letter with this £10, I will be taken it up with the governing body who regulates these channels but want to see what my chances are before doing so.
Note that - I always made the call to check the status and each time, i was constanyl reassured it was fine and not going to have an impact on my score...
2 weeks later they took the same amount back via Direct Debit (refunded 5 days later). I kept receiving mail saying we still owed them this £40 so I rang them several times about it and they assured me to leave it and it wouldn't impact my score.
I check Equifax & Experian today and surprise surprise 'late payment'.
I am due to be going for a mortgage in a few months time and this will screw me over, so I rang Virgin who said that they will get it removed asap.
I am annoyed at them because I was explicitly told that this wouldn't be the case and that I shouldn't have to worry about it happening, well it did! I kicked off and they offered me £10 for my time (6 calls adding up to ~4hrs time on the phone).
They've given me a final letter with this £10, I will be taken it up with the governing body who regulates these channels but want to see what my chances are before doing so.
Note that - I always made the call to check the status and each time, i was constanyl reassured it was fine and not going to have an impact on my score...

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Comments
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The "compo' needs to reflect your losses. What are they?0
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Deleted_User wrote: »The "compo' needs to reflect your losses. What are they?
If virgin have a late payment marker on the OP"s credit file..i very much doubt they will take it off without a lengthy fight.
Been there myself with Virgin and despite speaking to various departments and a manager,it was not taken off.
Reported them to Ombudsman and Virgin believe it or not lied through there teeth...made some very odd claims about information i was given and accused me of making the whole thing up,they even said they carried out a full and through investigation....all very believable.
That is until i sent a copy of all phone calls id recorded which quite clearly showed everything id said word for word was true...think the award was for £250 from memory and credit file sorted.
Record your phone calls as they will lie.;)0 -
Compo is for financial loss.
Which you haven’t suffered.
Admin mistakes happen0 -
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Compensation can be for distress and inconvenience as well.
Have they sorted your credit file? if not definitely report to the ombudsman. If you report to the ombudsman you need to have an idea of what compensation you want, e.g. to resolve the complaint I would like the late payment marker removed and £50 to account for the cost of telephone calls and the distress the situation has caused.
Referring to the ombudsman doesn't cost you anything, and won't reduce the compensation they have already offered so you may as well! However, I would recommend you call Virgin complaints or respond in writing first to say that you are dissatisfied with their response and would like X to resolve it, otherwise you will have to take it to the ombudsman. Try to say it with a reasonable tone, not an angry threatening one, as you are more likely to get an advisor willing to reconsider if you are reasonable. This may mean a quicker resolution for you if you give them one more chance!0
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