Default - saying equipment not returned
I’ve linked my original post.
I have a default on my credit report thanks to virgin. I heard back from them but they’re saying they’re unable to remove it because it’s due to ‘unreturned equipment’ and they’re unable to remove it. Where do I go from here? I need to take out a credit card asap but I feel like this is what’s stopping me. Just want it removed.
I returned the equipment early last year, I contacted their team not long after when I was still receiving emails from them to say it hadn’t returned, they confirmed it was an error and the charge would be removed, this was even confirmed in their latest email.
‘We have investigated your account and would like to clarify the position for you.
Your Virgin Media services were disconnected on 31/08/2025, and we can see that a balance of £39.97 was written off on your account. This charge relates to unreturned equipment (HUB 3.0), which remains outstanding on our system. Because the equipment has not yet been returned, the charge was applied and may have contributed to the default now appearing on your credit file.
Once the equipment is returned to us, we will be able to remove the charge from your account’