Dispute of Incorrect Debt - Virgin Media Account

[shen_chan]

Hi

I’m reaching out because I’m having a bit of a stressful situation with a debt listed on my credit report, and I could really use some help and guidance. The debt relates to a Virgin Media internet account I canceled back in 2022, but despite following all the proper steps to close the account, they continued to charge me and reported the debt. Background and Evidence:

• Cancellation Notice: I submitted a cancellation request to Virgin Media on 1 September 2022.
• Follow-Up Call: I called them again on 26 September 2022 to make sure everything was processed correctly.
• Direct Debit Cancellation: To prevent any further charges, I also cancelled my direct debit on 28 September 2022.
• Incorrect Charges: Despite all of this, Virgin Media still continued to apply charges, and now this debt is showing on my credit file.

I also tried to sort this out directly with Virgin Media through their online complaints system in 2022. I even warned them that I would take the issue to small claims court if it wasn’t resolved, but I submitted these communications via Virgin Media’s internal portal, so I don’t have email copies anymore. A Bit of My Story:

I’ve lived in the UK for over 12 years and have always kept a clean credit record—I’ve never missed a payment or had an outstanding debt. This whole experience has been incredibly frustrating and stressful. I’m someone who prides myself on being responsible and doing things the right way, but despite my best efforts to resolve this situation, it feels like I’m just hitting a brick wall. I’m concerned this will negatively affect my future and prevent me from achieving things like buying a home or getting good deals on credit. What I Need Help With:

At this point, I’m really unsure of what to do next, and I’m hoping you can help me navigate through this. Here’s what I’d like assistance with:

1. Could you please look into this debt and contact Virgin Media to verify it?
2. If the debt was incorrectly applied, would you be able to help remove it from my credit file?
3. I would really appreciate written confirmation once this issue is resolved.
4. How could I remove my debt and increase my credit score?

I’ve tried to handle this on my own, but I feel like I’m in over my head. If there’s anything else I can provide or do to help move things along, please let me know.

Thank you.

[echat11]

Hi Shen-Chan

Welcome to LB

We can't 'intervene pro-directly', but we can give you advice that may help you resolve this.

a) Send a Subject Access Request to Virgin Media, they have 30 days to provide all the data
on the account over the last 6 years. Make sure you get Proof of Postage.

https://legalbeagles.org/library/gui...ccess-request/

b) Once you get the 'evidence' from the SAR request, write to Virgin Media with the 'evidence',
request that they remove the debt markers from your Credit File otherwise you will lodge a formal
complaint with the ICO. If they have made errors that have effected your ability to get 'credit', then
they owe you compensation. Make sure you get Proof of Postage.

https://ico.org.uk/make-a-complaint/

Update when you receive information from your SAR request.