Tweet
Found out recently whilst trying to remortgage to help son buy 1st home we have a default on a credit agency file.
Passed all checks until proposal went to underwriting. Rec'd call last week telling us we had failed. Mortgage rep was super apologetic, said a default had been regsitered a couple of years ago by VM. Since then going around in circles with their customer servcie people. Spoke to the debt collection agent Oriel who said the debt had been written off (£140) by VM and we should contact them.
Trying to reach out but being passed around from pillar to post. Using email, phone & Twitter.
Back in 2021 their sales agent called to upgrade our package, we said that we were considering moving, would there be a fee if we had to cancel. OH had asked very specifically as we had heard stuff about them from neighbours. NO was the reply, as a valued media and mobile customer (x3mobiles) for 10+ years plus, they would not apply any fees. OK on that basis we moved forward.
Contacted them later in the following year explained situation and we returned their equipment then a couple of weeks later rec'd a termination fee. Called them to appeal, asked for copy of call recording all to no avail. Refused to discuss over the phone told to read contract etc. Started to ask for appeals process, they would not budge and we were in the process of moving house to an area they do not service. VM Email address was unreliable, could not connect to server etc. Got a new EE sim wifi router & new email address. Few months later VM email back working ???
After going back and forth we were contacted by their collections agency Oriel. We told them we were disputing the fee & the grounds in which they were applying it.
During this time we all had VM mobiles so we were super easy to connect to.
As they never stopped calling my OH to upgrade his sim only contract to an iPhone pay monthly which he kept declining again and again. Then out of the blue he rec'd a new contract welcome pack for a new phone contract. Hit the roof and started screaming at the agent NO NO NO. Unbelievable sales practices.
Then all went quiet and we wrongly assumed they had accepted our mitigating grounds for ending the contract. Now we find out they registered a deafult agaisnt us two years ago! And I'm back on their merry go round of web chat and calls from Manilla. They are absoultely hopeless.
We had a call from an agent (which we recorded) last week, who seemed sympathetic to our cause. He said he would get things sorted and the default removed as this did seem like a guenuine case. Later that evening he called back to say his manager had overruled him and NO the default was staying.
They have declined to supply the original call recording, still have not sent the recordings or transcripts of recent calls and will not respond to my request on web chat for the CEO or Legal dept contact info (which I have got from this forum). Because its so old the Ombudsman wont help.
ARGHHHHH
Up until this time I have had an unblemished credit history and always ensured everything was paid on time etc. To make matters worse our orignal mortgage is with Virgin Money!! And we were remortgaging with them.
Any advice gratefully recieved.
Passed all checks until proposal went to underwriting. Rec'd call last week telling us we had failed. Mortgage rep was super apologetic, said a default had been regsitered a couple of years ago by VM. Since then going around in circles with their customer servcie people. Spoke to the debt collection agent Oriel who said the debt had been written off (£140) by VM and we should contact them.
Trying to reach out but being passed around from pillar to post. Using email, phone & Twitter.
Back in 2021 their sales agent called to upgrade our package, we said that we were considering moving, would there be a fee if we had to cancel. OH had asked very specifically as we had heard stuff about them from neighbours. NO was the reply, as a valued media and mobile customer (x3mobiles) for 10+ years plus, they would not apply any fees. OK on that basis we moved forward.
Contacted them later in the following year explained situation and we returned their equipment then a couple of weeks later rec'd a termination fee. Called them to appeal, asked for copy of call recording all to no avail. Refused to discuss over the phone told to read contract etc. Started to ask for appeals process, they would not budge and we were in the process of moving house to an area they do not service. VM Email address was unreliable, could not connect to server etc. Got a new EE sim wifi router & new email address. Few months later VM email back working ???
After going back and forth we were contacted by their collections agency Oriel. We told them we were disputing the fee & the grounds in which they were applying it.
During this time we all had VM mobiles so we were super easy to connect to.
As they never stopped calling my OH to upgrade his sim only contract to an iPhone pay monthly which he kept declining again and again. Then out of the blue he rec'd a new contract welcome pack for a new phone contract. Hit the roof and started screaming at the agent NO NO NO. Unbelievable sales practices.
Then all went quiet and we wrongly assumed they had accepted our mitigating grounds for ending the contract. Now we find out they registered a deafult agaisnt us two years ago! And I'm back on their merry go round of web chat and calls from Manilla. They are absoultely hopeless.
We had a call from an agent (which we recorded) last week, who seemed sympathetic to our cause. He said he would get things sorted and the default removed as this did seem like a guenuine case. Later that evening he called back to say his manager had overruled him and NO the default was staying.
They have declined to supply the original call recording, still have not sent the recordings or transcripts of recent calls and will not respond to my request on web chat for the CEO or Legal dept contact info (which I have got from this forum). Because its so old the Ombudsman wont help.
ARGHHHHH
Up until this time I have had an unblemished credit history and always ensured everything was paid on time etc. To make matters worse our orignal mortgage is with Virgin Money!! And we were remortgaging with them.
Any advice gratefully recieved.
Comment