Virgin chasing payment but I can't pass security check 25 March 2021 at 11:25AM edited 25 March 2021 at 11:28AM in Phones & TV 13 replies 361 views

MARKMAKAVELI

Hi,
Back in May 2020 I relocated due to covid. I contacted Virgin Media (broadband), settled my account balance including early termination fee.
Now nearly a year later, I've had a debt collection email from BPO on behalf of Virgin.
I spoke to Virgin who said they can't help me as I can't remember my password to pass the security check.
All they could tell me was that it was for an outstanding balance on the account.
What do I do?

Exemplar

MARKMAKAVELI said:

Hi,
Back in May 2020 I relocated due to covid. I contacted Virgin Media (broadband), settled my account balance including early termination fee.
Now nearly a year later, I've had a debt collection email from BPO on behalf of Virgin.
I spoke to Virgin who said they can't help me as I can't remember my password to pass the security check.
All they could tell me was that it was for an outstanding balance on the account.
What do I do?

Virgin will have passed any debt on. You will need to speak with the debt people and ask for clarity. Dispute the charges with them not Virgin. You will need to prove that you settled the debt. Ask the debt people for the evidence.
Can I suggest you go to the excellent Virgin forums here: Home - Virgin Media Community
You may be able to get some guidance from Virgin staff there.

MARKMAKAVELI

I can't login to their portal. 
Their number costs £1 a minute to call them. 
These debt collectors are likely to just hound me as its not in their interest to not get paid.

I've posted on the virgin media forum. Thanks for your help. 

MARKMAKAVELI

Someone from virgin media reached out on the forum.
I failed to pass their checks, offered my passport, driving licence, everything to prove who I am. Nope, they say they can't help and I should just cooperate with the debt collectors 😂
Pathetic. 

[Deleted User]

MARKMAKAVELI said:

Someone from virgin media reached out on the forum.
I failed to pass their checks, offered my passport, driving licence, everything to prove who I am. Nope, they say they can't help and I should just cooperate with the debt collectors 😂
Pathetic. 

 So speak with them? They will provide any evidence or not that you owe the money in the same way virgin will 

MARKMAKAVELI

I had phone call with virgin to settle my final bill etc when I disconnected the service.

Whatever the debt company are going off is wrong and it must be virgin who have told them this incorrect information.

So I'll need to speak with virgin. But I can't. All the debt collectors will do is hound me, they are there to make money not to put work into helping me prove I don't owe anything. 

[Deleted User]

MARKMAKAVELI said:

I had phone call with virgin to settle my final bill etc when I disconnected the service.

Whatever the debt company are going off is wrong and it must be virgin who have told them this incorrect information.

So I'll need to speak with virgin. But I can't. All the debt collectors will do is hound me, they are there to make money not to put work into helping me prove I don't owe anything. 

 No. If you send them a 'prove it letter' they must provide you with the evidence that you owe the money. 

 If they cant find or get that evidence from virgin the will stop perusing you as they have no evidence to show a Court to obtain a CCJ against you. They know  that so wont chase you any more. 

MARKMAKAVELI

I didn't know that, thanks. 

But whatever they provide I will dispute for the reasons mentioned previously - I settled everything with them just as I did with all my other utilities. So then the only people who can help is virgin, who still won't be able to help me because I can't pass their security checks. 

A_Lert

Stop phoning anyone. Everything in writing or email.

[Deleted User]

 Yes probably an error, but they will go try get the evidence and then leave you. If they comeback with something you can prove it showing your bank statement showing payments etc 

MARKMAKAVELI

I can't even log into the debt collectors portal. The reference says it's correct, but it's not accepting the address.
I've just emailed them back, we'll see if they respond as the inbox might not be monitored.
I'm not calling them as it's a £1 per minute number and as A_Lert said, I don't want to open up the phone calls with them.