Virgin Media have ruined my credit history

DonJoolsee

Please Help Virgin Media has ruined my Credit Score

This sorry tale started in Autumn 2024 when Virgin Media (VM) closed my Virgin.Net email account without warning. At this point I had been a loyal VM customer for broadband, tv and telephone in various forms for over 20+ years. I contacted VM Customer Services (CS) many times during unsuccessfully to restore access. I decided to terminate my VM contract for all services due to the frustration.

I had read there had been issues with Virgin Media making it difficult to leave so documented the process thoroughly and kept logs of the final balance, returned the equipment recorded delivery and kept email confirmation with serial numbers to avoid costs being charged to my account. The service was disconnected on the 20/12/24 and I received a bill on the 23/12/2024 that confirmed my account was in credit which was refunded to by bank account in the new year. I heard nothing more from Virgin Media and frankly didn’t expect too. I moved to a new provider and got on with my life.

Early this week March 2026 I checked my credit score and was horrified to see it had reduced significantly. On investigation I can see that VM have reported that I have an outstanding balance on my account. So contacted VM immediately to resolve the issue. I got through to a outsourced contact centre who offered to help but needed to access the account. I explained that I hadn’t had an account for 14 months. They told me there was an account with an outstanding balance but that I would need to pass security to access the account. The asked for my name was if I the account holder, registered email address which turns out to be the virgin.net account they closed without notice and not the back up email they had used to send the correspondence for terminating the contract. They then asked the killer question 'can you tell be the amount of the last bill and the billing date'. This is turns out not to be the last bill I received which was in credit but another bill I have never received which VM likely sent to the defunct virgin.net account. I therefore failed security. They offered to send me additional details to get me through security which would be sent to the registered email address, oh hang on I don’t have access to that because you cut me off… You can see where this is going… Computer says no. They did give me an email to contact there Credit File Amendments Team. I contacted them who responded

Hello,

Thank you for getting in touch about your credit report.

We have had a look at the account in question and can see there is still an outstanding balance showing on your old Virgin Media account which means we are not able to request any changes to your credit report at the moment.

 

Here are the details of your old account:

 

Account disconnected: xxxxxx

Outstanding balance: £xx.xx

 

To make a payment or discuss this further, call the team on 0800 052 2620.

 

Once you have paid the outstanding balance, your credit report will be automatically updated to reflect a satisfied account balance.

Kind regards, The Virgin Media team

I tried to email back and explain I am unable to get into the account and am still awaiting a response. I called the number and ended up in the same death loop where until they can access the account they are unable to help me.

• Can’t pay the outstanding amount without access to the account
• Can’t challenge the outstanding amount with out access to the account
• Can’t even log a complaint without access to the account

It appears VM have the power to ruin my credit history with out redress.

I have now contacted VM 16 times, but end up in the security clearance death loop. I can’t find an address, email address or other contact that can help me. I have logged a complaint with Ofcom who recommended CISAS. However to be able to go down this root I need to log a complaint with VM which needs to be ongoing for 8 weeks or reach deadlock. As I can’t access the account I cannot log a complaint.

PLEASE HELP!!!

flaneurs_lobster

Why is your credit score suddenly a concern? It's a number you can ignore.

Your wider credit report might well be an issue if you are looking to source credit in the immediate future.

If not, then just let the complaint procedure take its course. There will be a mechanism to lodge a complaint that does not involve logging into your closed account, it might well be by mail, trawl the VM website for how.

Woodstok2000

If you take the credit amount of your final bill, and the amount they say you owe them, that should give you the amount of the missing bill and allow you to pass security.

debsy42

I would suggest emailing:

Lutz Schuler - CEO Email: lutz.schuler@virginmedia.co.uk

with all the details you have provided here