“DISGUSTING, Applied for a lost card as I wanted to complete a balance transfer for 3k from Virgin to another company. Now been told that I can't have a new card due to my credit rating which is good all around and I have never missed a payment since 2019 with Virgin. Virgin has also up my credit limit to 13k giving me 10k to spend but my credit rating is bad but refusing me a card to complete the balance transfer is keeping me in debt.”
“I have requested a transfer from my virgin money ISA to another external financial institution. This has never materialised, my money has gone missing 40k
When I phone Virgin It takes 30 to 45 minutes to get though to make contact with Virgin.
If I do get through I get the following.
1. Chegue posted to wrong address.
2. Another cheque has been posted.
3. New system is causing backlog.
4. They are looking onto it.
5. Escalated to admin team.
This has been 5 months now and no resolution I cannot get my money back and im loosing the energy to keep persuing it. The stress is causing me health issues and family problems that I have expressed with Virgin money, they obviously dont care, I have requested an action plan from Virgin on how they will resolve the stuation but i get no positive response.
They promise to call you, and they do, but you cannot answer their return calls as the they are barred numbers, and go straight to your voice message (they will record this as an attempt to contact you)Their call centre will tell you that they have escalated the problem but nothing ever happens, they cannot put you through to the department that they have escalated it to?
They cannot be contacted by e mail to record any correspondence. The complaints procedure will take up to 8 weeks for any action (complaint will be acknowledged and they will advise that they will contact you within 4 weeks).
Is there any professional that can advise me how to go down a legal route to recover my hard earned money. Why am I begging a large financial institution to get back what is rightfully mine.”
“One of the worst banks I have dealt…
One of the worst banks I have dealt with.
The first application was my fault because of a spelling mistake so they replied saying all details had been cancelled and to re apply which I did but towards the end of the 30 min application was refused to carry on as my details were still in the system !, so I called help line and after 30 min passed to different people I was told to try again !!. Did this and the same happened so back on the phone for 50 min and was helped fill info whilst on the phone, next day scam email saying my phone number had changed !! (not even with them yet only info was on there secure website !!!!) I have full protection and did a scan to check. So I called help desk and was told they will put me through to fraud team only to be hung up on TWICE, tried the same today and was put through to the wrong department after 15 min on hold !!! WHAT A SHAMBLES NEVER TRUST THEM WITH MY MONEY”
“Virgin Money is useless. Just don’t get involved. Any problems that arise are virtually impossible to resolve as no one will discuss but insist you email. Do they read them - No they do not. Meanwhile they have your money and you do not!! Try Leeds Building Society _ fantastic.”
“Dreadful service, not worthy to be called a bank. Although a senior, I have no trouble at all in using online banking with other providers. Their website is hard to navigate, they never answer their phones and even finding a log off button is like searching through a maze. I do not need my bank to be ‘cool’, I do not need them to tell me they are ‘friendly bunch’ I just need them to be efficient at banking!!! Thankfully I’ve at last extricated myself from their clutches, never ever to return. Unless you enjoy total frustration, avoid like the plague.”
“Waited over 8 weeks for a reference to trade with a company who required a short reference.
Multiple complaints, Staff that hung up the phone on me because he didn't understand why I was so annoyed that they wanted to resolve my complaint after 8 weeks, when they still hadn't resolved the issue as to why I complained in the first place.
They do not call back, you can't talk to anyone other than someone who never has any authority to do anything, protecting management from disgruntled customers.
Seriously very low standards and should not be dealing with business accounts, Well out of their depth!
Save your self a whole world of pain and avoid Virgin money like the plague!”
“Choose this bank if you have time to waste and like getting frustrated and lied to.
Service just stops working. The error message on the web will not help, typically telling you that you have entered the wrong details! Instead you can go use your mobile app for VirginMoney which will work then will stop working and the app will inform you that they are doing some sort of maintenance on their computers! In the meantime the web page will tell you are locked out of their banking services implying you are some sort of criminal or daft in the head. The daft part if trusting them to give you a reasonable service. It is now hours since I phoned them and was promised a phone call back! There has been NO PHONE CALL from them. They have lied to me.”
“Priority line to get my card unblocked never even notified me no fault of mine waiting waiting on answer to the call then visited the bank and guess what back to the phone line and they haven’t even changed that stupid music definatly time to change my bank I 🤔”
“On 6th April, throughout the afternoon UK time, I have been trying to make a payment. Rejected for no reason. This is the fourth time I've had trouble paying this company (using that company's app on my phone) in the past few months. The first two times I had to ring up, remove a block, and try again. The third time (15th March) I asked them to add the company to the safe list, which they agreed. Payment still failed and went through the whole process again on the 16th, finally getting the payment through.
Today, have tried seven times and been on the phone with the fraud department for an hour, passed from pillar to post. No one has any idea why the payment won't go through.
IT IS TO AN EXTREMELY REPUTABLE FINANCIAL INSTITUTION, AN ESTABLISHED UK BRAND. There is no reason to have this much difficulty.”
“Terrible bank, app frequently blocks payments, then freezes account. Will spend hours on phone thereafter. Then get sent to a store (go figure if there’s even one in your county, as they are not mainstream). You can get completely bogged down and locked out of your money for weeks. Find a better bank.”
“Dreadful company, told to contact company as App not working, took four hours to get through, then told I didn't need to call as meant my password had not been entered correctly (the "contact company" note did not say this). I had originally applied for an account as I was fed up with my old bank and they were offering a case of free wine.....three months on i have yet to receive wine.
My advice think carefully about switching to Virgin Money and if the wine is the incentive don't bother as you wont receive any and to chase up could take several hours.
I suggest you stick with your existing bank unless of course you are with Virgin Money in which case move to another bank!!”
“One star is not low enough. They have proved incapable of closing my husband's zero balance credit card account although they know he is dead having been told several times. They are compounding this by STILL sending emails addressed to him. Thick. Uncaring. Certainly untrained. It's against the new data protection laws, not that it seems to bother them. But it will.”
“Virgin Money have failed to pay out cashing in a Stocks and Shares ISA
23/4/18: Instructed VM to sell ISA
24/4/18: VM decided they need proof of identity (but omit to tell us)
two weeks later phone call to VM asking when cheque will arrive.
VM admit mistake, send £50 compensation but will not release money.
VM reject one of two proof of address docs
VM then reject a copy of a bank statement certified by the bank.
In the meantime VM are happily writing to us at the new address and paying dividends into our bank account whilst claiming they can not identify us.”
“Virgin Car Experience at Prestwold Driving Centre was superb!
Well organised - fantastic and helpful staff and an incredible calibre of cars to drive.
I'd definitely go again. Don't miss out on the fantastic offers too - well worth the savings which is more money for the day. Highly recommend upgrading and don't leave without taking the 'Aston Martin DB11' for a spin (by far my favourite of the day).”
