Hi all, looking for some advice on a credit file issue with Virgin Media.
Background:
I left Virgin Media around mid-2025 and paid an early termination fee (final bill).
I was told to return the equipment, which I did using the packaging provided and sent via the Post Office.
I received:
One email saying the equipment hadn’t been received yet and a charge had been applied.
A follow-up email about a month later asking for payment.
After that, I had no further contact from them.
At the time, I assumed this would resolve itself once the equipment was received (especially given the postal delays around mid-2025), and since I heard nothing further, I believed the account was closed.
Issue:
I recently checked my credit file (\~10 days ago) and discovered:
Missed payments had been recorded for months.
The account had defaulted.
This has had a significant impact on my credit score, particularly as I have a thin file and otherwise perfect payment history.
What I’ve done:
Contacted Virgin Media immediately.
They advised the charge was for unreturned equipment.
I explained I had returned it via the Post Office.
The agent acknowledged this method can sometimes cause issues but said they would:
Pass it to the credit amendment team.
Investigate whether the equipment was received.
I paid the outstanding balance in full during the call.
Current situation:
The credit amendment team has only confirmed the default is now marked as “settled”.
They have not:
Investigated the equipment return.
Addressed whether the charge was valid.
Considered removing the default.
My question:
Given the circumstances:
Returned equipment (albeit not via their preferred method)
Minimal communication before negative reporting.
Immediate payment upon becoming aware.
Do I have grounds to challenge and request full removal of the default?
Any advice on the best way to approach this would be appreciated.