I recently received a shocking and scary Default Notice from Virigin Money. The letter was dated 12 August; it landed on my doormat on 26 August. It claimed that despite several letters I was behind on my personal loan - both these 'facts' were news to me. And it threatened to share my 'missed payments' with the credit ref people - I hadn't missed my payments.
I called Virgin and its Financial Care team was brilliant. The first person carefully checked my records and issued a complaint on my behalf.
I was transferred to a second person who looked at the arrangement I had in place and made suggestions as to possible ways forward - but proffered that the mistake appeared to be theirs. I couldn't believe the company was willing to even suggest liability let alone follow up on it. Octopus Energy and Thames Water take note please!
Three days later I received a callback. The complaints guy conceded that all was well at my end of things, and that Virgin should have sent me the default notice months before; hence they were backdating the notice for credit ref purposes. He also offered cash compensation for the miswording re: letters sent.
I believe that it's important to give credit where credit is due (pun intended). Virgin has been super efficient in this instance, both the staff and the systems in place. I am so grateful that I didn't have to waste hours of my life begging the company to step out from behind a faulty algorhythm. Strange to say that our interactions were courteous and very 'human' which has totally blown my mind. There's hope for us all...