So, last year I returned a Virgin Media box but was told they didn’t receive it and despite my repeated attempts to say I had sent it, was charged £40 which I disputed. It then went to a credit collection agency and had to pay immediately to avoid further action. Imagine my surprise 3 weeks ago when found out that even though the credit collection agency had informed Virgin last September that it had been paid in full, Virgin had still put a negative on my credit score! I rang Virgin 1st May and was told that it had definitely been paid last September, apologised for the mistake and that the billing manager would correct my credit file and send confirmation via email. Today, after receiving no email and after waiting half an hour to get through, was told that Virgin had NOT amended their records to say that I had paid in full since LAST SEPTEMBER and said they did not have a record of it, despite me giving them all the details again on 1st May!!! Firstly, Virgin need to train their staff not to lie to their customers for their woeful record keeping and secondly am outraged that my credit rating has been lowered with a negative due to their total ineptitude! Luckily, the credit collection agency were also outraged and have also sent Virgin Media letter of complaint as they have record that they had indeed informed Virgin that the bill had been paid in full and not to go to credit agency! This is absolutely unacceptable and will be taking this to the next level - never trust Virgin - awful customer service, guy I spoke to today sounded like he was chewing gum. Also trying to get through to them is like pulling teeth!!! Absolutely dreadful and will not be letting this go as has affected my credit score through NO fault of my own.