Hi I have two old credit card accounts with MBNA which have been sold to Arrow Global . I had no joy from Arrow with a CCA request for both account so i did a SAR to MBNA. Neither account had PPI but both will have incurred charges along the way . In the SAR pack i can see no documentation for the transfer or sale of the account to Arrow. Must this be in the pack for Arrow to chase me for the debt . As they are old accounts 2001 and 2004 i have included the CCA in the SAR pack for anyone able to quantify them . I currently pay both accounts £1pcm still to MBNA for the past 2 years while things are tight . Many Thanks

Hi All my first time here although been in debt a looong time. I have checked my credit report with Experian (CreditExpert) and found some negative information. For credit agreements, it shows a Virgin Media account at my current address from 2004. The account was suspended in 2004. I have not made any payments or acknowledged the debt since 2004 and have not been receiving any letters about the debt in the last 6 years. It shows as satisfied with £108 outstanding and almost appears as if payments are being made showing a green circle with 0 in it. That is all the negative information I have on my record. I hope to apply for a mortgage soon and wondered if this would affect my chances and what can I do to remove the item. I would have thought this should be statute barred by now and should have dropped off my credit report. Thanks for any help in advance!

Hi all Was checking my Experian credit file to find out that virgin media has added an entry onto my account saying that i owe them money from 1999 yet the entry was put onto my credit file last month. I was fuming. Always kept my credit file spotless. Spoke to Experian who said straight away that something does not look right. They asked me to contact virgin and then call them back, which i did. Virgin told me that the account was closed in the year 2000. I then asked that, if i owed them this money why they had not contacted myself (still at same address 14 years later). Their response was that they had sent out a letter in 2000. I then asked why did they not send another letter asking for the monies owed. thier response was they ONLY SEND ONE LETTER ASKING FOR PAYMENT WITH NO REMINDERS SENT OUT. I could not stop laughing at this point. I then asked for copy invoices for which they replied they had none, only a statement could be provided.(What a joke). Virgin have asked me to write to them requesting the info held but a statement does not mean anything. Entry on my file is saying this amount owed has now started from 12/2012 with no payment history logged for the last 14 years. I spoke to Experian and explained the conversation that i had with virgin. They knew full well that this entry should not have been placed onto my credit file. They said they would investigate and contact virgin and i would know the outcome in 14 days. Question is do i have any recourse against virgin for any damages because I was going to purchase a new sofa and wanted to check my report before I purchased. Good job I did otherwise I would not have noticed. Secondly my score has gone down because of this entry. If they refuse to remove this from my file should i file a court action against them or am i rushing into things. All suggestions much appreciated. Will contact the ICO in due course after Experian investigation.

I took out a mortgage with Northern Rock in early 2003, and remortgaged with them in 2006. I'm still paying it, but now it is managed by Virgin. I paid PPI, first on a Legal & General policy and then on a Pinnacle one, all the way from 2003 until 2009 when I realised the policy was a waste of time. I believe it was mis-sold. I paid a total of around £5k. Any advice welcome. I'm assuming I need to start the claim process by contacting Virgin, correct?

Just looking for a bit of advice on where i go from here,this situation has reduced me to tears more than once. So this is where it all start,i'll try to keep it short but with all the details. Made a one off payment of £90 online on the 4th January,i the called because i never really understood what was actually on my bill (was my first bill so discounts etc were applied) the agent i spoke to got everything mixed up and said i didnt owe £90 infact i only owed £2.63 so she refunded the £90 right away and i paid the £2.63 over the phone,great right? Checked my bank account on the 5th Jan and they had debited another £90 from my card,obviously called them and was told its not showing on our system call back in 24hours in the mean time phone your bank and open a chargeback for an unauthorised payment which i did,they subsequently told me they can't do anything. Been on the phone to both companies everyday for over an hour each call and still getting no where. finally had a chargeback opened against the transaction on friday and told id have my money back in 24hours,still isn't in my account today. phoned to be told they already refunded it the same day it was paid,which is correct for the first £90 not the second. agent said there is no such transaction for a 2nd £90. i can see it on my statement and was given authorization codes fo the 1st £90 on the 4th and 2nd on the 5th so they have to exsist right? not according to them. so here we are on the 21st of January,i dont have my money,virgin media dont have my money. all the while i am out of pocket and about to lose my services which i have paid for. where do i go from here? already sent them a copy of my bank statements but i honestly dont see it making a difference. i am ready to murder someone out of frustration. cheers in advance for replies

It's not often I have anything good to say about a Bank but something I've used a few times without being charged is the Overdraft Buffer applied to my old Northern Rock Account, now Virgin Money. From their T's & C's....... 11. Overdraft facilities - including buffer 11.6. We will not charge you any interest and service fees on an unauthorised overdraft if the amount you have overdrawn without our authorisation is £35 or less and your account is returned to credit within one month of going overdrawn. If you are overdrawn without our authorisation by more than £35, interest and service fees will be charged in accordance with condition 11.3 and condition 11.4. At least it saves you getting hit with charges for going a few pounds or pence overdrawn.

Hi All, After some advise here: Virgin have just e-mailed to inform that my booking has been changed. Flights are still on the same dates but at different times. I have just checked the web site and I find that the new flights are cheaper than the one I booked by several hunderd GBP Am I entitled to a refund because of this change Thanks for any help G

Just spent the last hour speaking to 3 people in India regarding repalcing lost tickets for a train journey booked in 5 days time.... Virgin have a policy that they will not replace a ticket if u have lost one after it has been printed and delivered. However if they lose the ticket during the delivery process they will!! Their reason: that the ticket has a monetary value to them and that to re-issue a duplicate ticket, they get charged again for the same value. If they have lost the ticket in transit, they have an agreement with RM to reimburse the cost of the original tickets. If you or I lose a ticket, a new one has to be purchased. Now in some ways this is not unreasonable if the ticket was for a train journey on an open ticket that could be used anytime and by anyone, although logic states that tickets lost by Virgin in transit could also be used (if stolen) without anyone knowing. Where this becomes unreasonable is when the tickets are for advanced bookings with reserved seats. In this case they still will not budge on policy. Surely only a stupid thief or chancer finding a lost ticket with reserved seating would try to travel knowing that the original purchaser would also turn up with the same ticket reservations. The RM have lost my tickets that i sent to my son to get hom home from Uni for xmas and that are reserved seating in 1st class. Virgin reckon that they cannot offer replacement because i lost them after they had delivered them, (albeit via a ticket machine that i had to travel to, to get them). RM have admitted they do not know where the tickets have gone and now Virgin expect me to follow this up with them for the compensation of having to buy another ticket. Great for Virgin selling the seat twice!! My debate centered around that they should allow the fact that they provide a confirmation mail and ticket reference, train time, seat numbers etc as proof of purchase and therefore i should be allowed to travel using this, but Virgin say that National Rail wont allow this!! Yet they provide Mobitickets that do just that... They are taking my money knowing that these seats will not be used (other than the usual chancers that spot an empty reserved seat between stations) when they should have more efficient ways of dealing with lost tickets. Any other form of transport would allow you to reprint tickets!! Surely this policy is illegal and subject to consumer rights invetigation. ?

I've just receive a letter to inform me of a price increase by £4.59. I'm on 50mb and was told, along with everyone else, that my speed would be doubling, that was last year, Then came a big price rise and still no speed increase. Now we are almost a year on and another increase in price but no increase in BB speed, I'm still on 50mb despite being told it would be doubling. They now say it will be by the Autumn of 2013 which I suppose will be after another couple of price rises. So much for 'Free' speed increase. Time to make this public on Consumer Action Group. There are some not very happy bunnies on http://community.virginmedia.com/t5/Up-to-60Mb-Setup-Equipment/Downgrade-Virgin-Media-Package-on-Price-Increase-In-Feb-2013/m-p/1593162/highlight/false#M124754 Virgins forum. This post is a copy of what I posted on the Virgin forum.

Hi I am not satisfied with Virgins price increases therefore i am looking at going elsewhere TalkTalk do a deal at the moment but not sure if its worth it can anyone tell me if its worth going over to them ? I did go to BT once but had a doing with them so i won't be going with them I did want to try sky but not sure what they like as i hear mixed reviews about them

Been a Virgin Customer since 2010 and must say the services are not the best i have internet issues which won't be fixed until 2013. But i get an email this morning stating that prices will increase by £4.09 per month which now totals my services to 67.90 a month. and they still think its a good deal. Internet is always slow i barley touch 60mb anymore, there's nothing but crap on TV all the time. Is there any better deals out there as £67.90 a month is a lot of money wouldn't mind but didn't they recently go up by £3.00 a month WHATS YOUR VIEWS ON THE PRICE INCREASES

Hello All, I'm having trouble with Virgin Active in Friern Barnet, London. I signed with my wife in April/2012, she on a 12 month contract and me on the monthly membership. We were told we could cancel the 12 month contract if we moved somewhere that would not be feasible to frequent the gym, so we were happy to sign for it. Ended up we had to move in September, our new home is 2 miles from the gym and it takes more than 30 minutes for a bus to get there, so it's not feasible for us to continue, but they denied the contract cancellation and the manager was quite rude, I don't know what else to do, it's completely unfair for them to keep charging us, they claim we don't live far enough to guarantee a contract cancellation, he expects us to walk 2 miles to the gym!! I sent an email to memberfeedback@virginactiv e.co.uk and if it's still unsuccessful, I'm ready to go apply for a small claims court action to solve this. Any advice would be greatly appreciated. Thanks

I will try and keep this short: I had a rep come out to me to sign me up to services with VM. This meeting was at my previous address (his choice to come early) but services were for my new address i moved into 4 days later. It was all agreed and a date set for installation. When the engineer came to install he could not as there had never been a cable from the "box" to the property... the rep told me that previous services had been at that property as a "debt had been run up there" Anyway a month later we finally got it all installed after being fobbed off twice. The broadband is slow and we are simply not happy with any of the services. I did receive a contract through the post to sign and return but the start date was incorrect, over 3 weeks earlier than it should have been so i put that down to being null and void and did not sign it or return it. If I was to cancel services now would it be breaking the contract? Is there actually a valid contract? Surely to be a valid contract VM would have to provide proof that I was aware of early cancellation fees and that I had agreed to them by signing the contract? I have a billing issue also. The rep said he could give me free installation just like the online offer. He said he would ring his manager to apply it on the first bill.... guess what, we got charged and when I contacted VM about this they siad I had to provide evidence of this, how can I when it was done verbally? So did the rep lie to me? I contacted him again and he said he would sort it but if it is lies then a formal compalint will also be on the way as part of the condition of us signing up was free installation that the rep promised. Any views on this? Thanks.

I Signed up with Virgin Media Sales and gave bank details for my standing orderin early in October and they confirmed the installation date as 16th October 12th October 2 workmen arrived and luckily I saw them as I drove into our road. They had painted an arrow on the road opposite my drive. They said they would need to dig up the road to get access to Virgin's conduit . I showed them the place on my drive where the access point was and they took a photograph of it. I have a frontage made up of coloured blocks and one ofthese about the size of a brick can easily be lifted to show the Virgin plastictube. They didn't do anything further, however, and went away. On the 16th October I waited for the Installers to come. At lunch time on that day I received a letter fromVirgin saying that the installation would be postponed as Virgin had to getpermission from the council to dig up the road to unblock the plastic conduit. I made several telephone calls to explain that there was no need to dig up theroad as the access point was clear but to no avail. I rang construction several times to tell them they didn't need to dig up the road. Couldn't get any sense from them and was told it would be 2 to 4weeks before they could install. On 5th November 2 Men came to dig up road I showed them the access point on thedrive and they said that was fine and they didn't need to dig up the road. They fed a long wire through the plastic tube to the connection sink hole at the bottom of the road. They then told me that they couldn't connect up because the sink hole was full of water and silt. They said they would lsend another team to clear it. they had no idea when. 8November Spoke to John in Philippines no help here but he agreed to raise acomplaint Ref 320509953 but said it could take 2 weeks to deal with. Spoketo Virgin re installation to a girl called Rosy who didn't help then a lady called Alison from complaints who was no help. She said she had to put me backto construction On Friday 10th November posted my complaint on Virgins face book page. I said Virgin Media wrote to me on the day our installation was due and said they needed to dig up the road saying the installation was postponed. I heard nothing and then 4 weeks later after many phone calls they said they didn't need to dig up the road after all but the access point down the road was full of silt and had to be pumped out. During my wait a few weeks ago someone from Virgin said that they would reduce my subscription by £10 permonth for a year because I had been treated so badly. The day before a chap called James from India said his supervisor would call me at 1030. No one called. Gracie from Virgin somewhere else said she would look into it and would call me back. She didn't. Today my sky viewing ends which means no Sky sports until Virgin sort things out or, as I am now considering, I go back to Sky and Plusnet and kick Virgin into touch. The guys who found that the access pointdown the road was full of silt said they have customers who sometimes wait months so I was lucky. I don't feel lucky. Got a reply from the social team They said Dear Bryan, Got it! We’re on the case and will be in touch soon. Thanks, Virgin Media Theydidn't get in touch. 14thNovember spoke to Canta in construction who said they had a new date for installation of Monday 26th November. Told her the problems regarding the sink hole being full of water. She said she would e-mail the local construction people giving them the details to fix the problem. 15thNovember spoke to Roxanne in construction who said she would talk to the local people again. 16thNovember a neighbour told me Virgin had been twice to our road. 17th November Roxanne rang me to say our installation would need to be postponed as the sink hole was full of water. You couldn't make it up. I complained to her and she said she would look into it and get back to me in 1week. I complained that a week was too long but she said she was away for a week. She then said she would get someone to ring me on Monday 19th November. 17thNovember spoke to Canta who said the installation was on schedule. Then said she would contact the Area Manager and get back to me. 17thNovember didn't get back. My neighbour recommended me to Virgin for which he hopes to get £50. I think he will be disappointed. I also think that quite a simple problem has been made much worse by your company's inefficiency and incompetence. I have been told by Roxanne that someone will telephone me on Monday. If they do not I will go backt o Sky for telephone, TV and broadband and cancel Virgin I will also forward acopy of this letter to everyone I know. BryanCheetham

Hi, Has anyone else received a letter from Virgin Money, who used to be a Northern Rock customer, informing them that their mortgage has been subject to a review? I received one this morning informing me of my new monthly payments. It was a very vague letter and I had to dig out a previous mortgage statement as a comparison as the letter did not actually state that my payments had changed. I found that my payments had gone up £3 a month, I know it does not sound like much but over the remaining term it adds up to over £1000! The letter was also very vague about the reasons, so I phoned. I was informed that when I remortgaged last year Northern Rock had forgotten to charge the product fee of £995 which I had agreed to add to the mortgage. I was very sceptical, a bank forgetting to charge nearly £1000??? Unlikely!! But I didn't have the correct statement to hand. Upon checking later I found that the product fee had been added last year and now Virgin Money are trying to charge it again Needless to say I shall be informing them of their mistake in no uncertain terms. Just wanted to know if anyone else had experienced something similar and warn people to double check their statements!! Cheers

Hi All Last month I contacted virgin media about having their tv and internet put in my house. The person I spoke to said yes I can have it but I have to pay £145 that I owe them first ? In 2003 I switched from VM to SKY because they offered me a better deal, now at the time I was fully paid up with VM and didn't owe them anything when I closed my account.. I told the person that I didn't owe them anything and therefore didn't continue with switching back. Today I have just signed into my credit file and VM have put it on my file it is in the green saying account is open yet I don't owe it, it's been 9 years since I was with them and I've been living here for about 14 years now, yet I have never had any debt collector get in touch either which if I owed what they say then why not ? Thanks for looking hope someone can help with this... Regards FL

A while back I signed up what I thought was a good deal with Virgin for a HTC Sensation for £17.99 per month. I didn't realise that when I signed up, if I cancelled at any time that I would be committed to pay the whole term of the contract which they have just informed me is £464. I'm now in real financial difficulties due to unemployment and I explained my situation to them over the phone, but they said that there's nothing they can do because they said I had already had a loyalty discount on the existing contract. They will not allow me to cancel without paying the £464 in full. Does anyone know of any way I can get of this situation?

I contacted Virgin via email(couldnt understand anyone on the phone,neither could i get through with any great ease) to cancel my phone broadband and tv services... I said i would pay august bill and that was my notice and assummed that would be it...... I paid august bill and left to go overseas for a family visit and just returned to find the virgin is all still connected and i have a bill of £151.. I will not pay it i have the emails cancelling the service...... I have emailed the CEO and dont know what to do now... Any advise would be appreciated thankyou

Hi there folks. my brother and sister in-law have just moved to a new house. They had virgin media fibre optic package at their previous address but virgin cannot provide this at there new address. they have been given 2 options - either carry on paying the monthly fee and only get a phone line and crappy broadband (tv also not provided in the area) or pay the £180 to end the contract. they haven't got £180 and don't want to have to pay full price for only 2 basic services. is there any way they can get out of the contract or even lower the monthly fee? Virgin, of course, are totally useless on the phone and want just one thing. money. Many thanks in advance!

Hi,as the title suggests I have a complaint abut the information posted on my credit file by Virgin Mobile. I have sent a letter which they have not responded to. I was wondering if anybody has an email address other then the customer service one as they cant help... or should I send my letter again but recorded delivery this time? Any general advice about what to do if nobody responds would also be much appreciated as Ive never had to raise a formal complaint against anybody before. Thanks in advance for your help.

I couldn't find my old thread so have started a new one but to be honest there wasn't much on it. Just received a lovely letter from MBNA denying everything that I have put into my letter (no surprise there) but they have upheld my complaint and are sending me a cheque. A quick blow by blow account I did the normal thing and sent a sar then i made a claim based on that SAR based on the fact i had been mis-sold due to being unemployed. They sent a letter back denying that i had been mis-sold due to it being an unadvised sale and that they given me all the required information on a separate screen. I then sent an e-mail to the CEO of the European card division informing him that this was my final letter before i sent them a letter before action and made a complaint to FOS and FSA. My points in the letter where that he PPI was mis-sold as the PPI box was pre ticked That there was no information that the purchase of PPI involved buying insurance. Nor at any time was there information that the policy could be cancelled That in the letter sent by their staff claimed that this information was on a separate screen i pointed out that this was irresponsible as such popups are often blocked as they are a popular method for getting viruses onto machines. The information should have been next to tick box otherwise a responsible computer user may block this necessary information. I also pointed out that they did not supply the T&C's of the PPI when i did a SAR and as such they have either broke ICO guidelines or the conditions did not exist and as such MBNA did not provide the written documents as required by the FSA. The letter they sent back denies everything but upholds my complaint. I hope this provides a glimer of hope for others who have a virgin/MBNA card who applied online and were mis-sold PPI. Now one the cheque has arrived time to reclaim unfair charges i think they will fight harder on that one. A big thank you to CAG this site and its community is a goldmine of information.

Hi guys i have just cleared some debt off the past month and am now debt free but vodafone, o2, t mobile etc are declining me credit and im guessing it was related to this debt i have paid up. I have paid my Virgin Media bills every month on time if not before the pay date and keep getting mithered to take out a deal in my virgin media account i want a samsung galaxy s3 on virgin but bit worried they might also decline me

Hi all...again, After my success through CAG with Interparcel and the tremendous help I received from you guys I thought I would have a go at Virgin Atlantic. I'll keep it short.. I booked a flight with Virgin to Orlando, they had two times on the date we were going 10:30 and 12:30. The 10:30 flight was £80 dearer for the 4 of us but decided it was worth it to get there 2 hours earlier, so we booked the flight. Some weeks later I received an e-mail saying" your flight has been cancelled and we have put you on the later flight" Not a problem but I think I should be refunded the £80 so I sent them an e-mail which took them 2 weeks to answer and basiclly said "TUFF LUCK" I then complained on their Facebook site and was given 4000 air miles for my trouble. I dont think this goes far enough. This is the forth time we have flown with them and have spent over £9000 in 3 years on flights with them. I am after the best address or e-mail address to write to to take this further any help would be appreciated. Thanks guys

Hi I dont know if this is the right place to post this I last used virgin media a couple of years ago however i did not pay my last bill, first it went to a company called moorcroft i still didnt pay. For the past year i have been trying to sort out my credit history. June 2012 it was passed to advantis like moorcroft i was asked to pay £119.89, i start making payments of £10 per week i had paid £90 then called to make the last two weeks payment £15 and £14.89. at that time they told me virgin media had added on £10 in july 2012. i called virgin they had no idea of these charges, so i asked advantis to send me proof they sent me a letter of a balance. after numerous calls to virgin and advantis, advantis said in order to file a dispute i had to pay the balance, on tuesday 11th september i paid the £10 as the final £14.89 was being taken out of my account that same day and they said another £5 had been added on, im frustrated i know its not a lot of money but im a single mom of 3 and feel im being ripped off what can i do? Virgin media are still denying these charges but can virgin media actually do this? is there any thing i can do to stop this:-x

Hi all, This is my first post so apologies if this has already been asked. I've had a Virgin Credit card for 10 years and would like to claim back the PPI. As I don't have all my bank statements to work out the total PPI I've paid, I'd like to send off a SAR request but I'm not sure where to send it. Should I be sending it to Virgin or MBNA? Whichever one it is, does anyone know the address to send it to, or point me in the right direction where I can find it. Many thanks in advance, Dave