Clydesdale Bank Reviews 354

My wife took an interest free credit card out with Virgin Money for one large purchase and set up a direct debit for min amount. Since then its been impossible for her to contact them to pay the card off. apart from waiting 1 hr plus on the phone, they say she fails security, but answers to their questions cant be wrong (as DOB, post code etc, haven't changed !) Virgin then say they will get their security team to call me but never do. I have written to them many times over the past year, and no reply, other than a standard "we are busy and will be in touch shortly etc" Have now escalated to the Ombudsman and even they have failed to get a response for her so far. Be warned, this company is Clydesdale NOT VIRGIN. Do not be fooled by the Virgin brand name, stay away. and do not take a credit card out with this company and save yourself the hassle

3rd time I have tried to call them today but had to give up the last two times as I couldn't wait any longer - I've been on hold for 32 minutes this time so far and still had no answer. You do have people at the other end right?!?

The second time I tried to talk to someone regarding my mortgage and the second time I could not get to anyone after more than 90 minutes of waiting on hold...
- no online banking for Mortgage customers
- no customer support
- never again...

David Duffy is the CEO of this company and I cannot understand why he would not show some concern over what is written here.

I’ve had a rather shocking experience with the mortgage arm of this bank. It was acquired by CYBG PLC back in 2018. The relationship was good before then, but when I attempted to re-mortgage recently, Clydesdale handcuffed me onto it SVR, which is rising. I am trapped.

Clydesdale, aka Virgin Money, claimed that I couldn’t get a new mortgage product because the property “may” have subsidence. They asked for a further survey. I jumped through this hoop. Clydesdale then said they wanted a drain survey too. On it goes.

Coincidentally the term of the mortgage expires this year. It’s clear that its complaint department is stalling in the hope of the mortgage term itself expires.

However, no matter how much I reduce the borrowing, Clydesdale then raises the monthly repayment based on the original borrowing – which is ridiculous.

This has resulted in my having to increase the rent for my long-term tenants, whilst also actually subsiding their rent due to the high monthly interest payments. I just can’t bring myself to increase their rent to these ridiculous sums.

It’s a Catch-22 and the most disgusting profiteering by Clydesdale, which always responds: "We are sorry that there has been a further delay in responding to your complaint."

As you may see from the number of (unanswered?) complaints here, this lender is one to avoid.

Owner of Virgin Money - Just reported to the Ombudsman for mistreatment and misleading customers

Should not be a bank. Every time I call I wait at least 20 minutes and have regularly had to give up as I cannot wait that long. They do not have the resources to manage their operations. The FCA and Ombudsman need to step in. No point raising a complaint directly as they do not respond to that - I have lost count of how many letters I have apologising for delay in responding to me….and still not response.

Really poor service bank and there staff. I had overdaft of 1000 when in lock down asked to re new costing 120 pounds wanted to see work in progress was asked by business manager to write down on bit paper what I work. Had my business has been on go from 2004 also have unit I was treated like was going bankrupt than there app made total mess of my account phoned several times about app would not show my business account had go cash points etc more stress etc check customers had pay bills than get told why business account not show said had put it through as personal account don't even have one asked me fill out 6 pages cause of there mistake had been with bank for years would never deal with this bank again really poor not my fault for COVID had 6 going on 7 letters saying still looking into it thanks for banking for how many years now date was August 2020

Where do I begin with this review… The 3 hour wait times when calling? Or the hassle of telling them that my solicitors are on their panel of solicitors.

Firstly, it took weeks for Clydesdale bank to review all documents that we sent through when applying for a mortgage to give us an accurate quote after sending £999 product fees (of which I’m still waiting on a refund).

Secondly, I had to endure numerous emails and calls for an entire week through my broker to Clydesdale bank regarding my solicitors “not” being on their panel. For them to finally send me a list of 328 pages with 16 lines of solicitors per page. It took me 2 minutes to find my solicitors on said list. After highlighting and sending back to them all I received was a “sorry” and nothing more.

Thirdly, I finally received my mortgage illustration. With all the fees and what not. However there was no valuation fee listed on the document. Again after a further couple of weeks waiting for them to do a valuation on the property, they under valued the property, requiring me to fork up another £12000 to cover the difference. After which I then had to wait another month waiting for them to send the mortgage offer. Countless phone calls asking for updates when finally they said “we can’t send the offer until the valuation fee has been paid” WHICH WAS NOT on the mortgage illustration. At the point I was fed up of waiting and paid £200 fee.

Furthermore, I then waited 2 weeks for the offer to be released and when it arrived, IT WAS WRONG! so I had to endure the long wait times to get them to correct the document and then wait a further week for the amendment to be made. When the amendment come through they then added the valuation fee on the illustration.

Lastly, due to unforeseen circumstances regarding a defect in leasehold deed. We had to drop the purchase and pursue with a different property. I was told that the mortgage product would be safe to transfer onto a different purchase providing that the LTV (Loan to Value) remains the same. Once we had an offer accepted, Clydesdale then pulled the mortgage product from us due to the tenure going from leasehold to freehold.

We are now going with Halifax who have been incredible! It’s taken 36hours from start of application to having the mortgage offer being issued today! (12/01/23) and we started the process on (11/01/23) and they valued the property on (12/01/23) It took Clydesdale almost 10 weeks to do why Halifax have done in a day and a half! Although I’m now paying a higher interest, I am so relieved to no longer be dealing with them and so grateful that Halifax have been so wonderful.

Overall, I highly recommend to never use Clydesdale bank for any reason what so ever! The worst customer service you will ever endure. I am seriously considering contacting the financial conduct authority regarding this service. I will never use Clydesdale bank ever again!

I need to get a mortgage statement and have been on hold for more than 1.5 hours. Similar experience in October 2022. Once someone answers the phone, the customer service is great. But really, should not take this long...I get through to my GP quicker than this!

Have been trying to contact since September 2022 and still nobody answers the phone. I've rung twice a week and normally have to hang up after an hour or hour and a half. Now a total of more than 30hrs waiting and I can hum and play the hold music myself!
I do wish somebody from Clydesdale would actually take notice and action. I'm an existing mortgagee with them - (As others have also mentioned, I've tried the Virgin route who say nothing to do with them, need to go back to contacting Clydesdale).
Not sure what the conclusion is - now in difficulty and no easy route to resolution. Today I decided I'd vent a little finally. So guess it's a Stay well clear from me I'm afraid.

Worst bank in the world trying to transfer mortgage just moved from one department to another long wait times impossible to get through
Completely incompetent

Like most people on this forum I have experienced truly awful customer service. Have tried several days to speak to any body only to be summarily cut off after waiting for over an hour. I am an existing mortgage customer who just wants an updated mortgage statement. If you potential new customer avoid this company like the plague

I've been told by virgin to contact this crowd to find about morgage.. can get through by phone to speak to them.. a complete joke. Everything online is just a great excuse to be ignored... discussed with all of above.....

Been with Yorkshire Bank for years no problems, since taken over by Clydesdale Bank customer service is non existent, shocking service.
Now changed banks, they deserve to go out of business.

Get a chatbot. Being on hold for over an hour is not acceptable customer service.

Waiting to get through to discuss a mortgage question, was on hold for over an hour when I got cut off!! Have rejoined the queue have little faith of actually speaking to anyone today

cant get through to them (hours on hold) - just signed up to a new mortgage.. awful

-update
ive upgraded them to 2stars, because after 1.5hours on hold i got through, and the lady (mandy) was so super helpful. Hire more mandys please clydesdale bank

The bank that never answers the phone. 3 hours plus just trying to get thro, both me and my agent must have spent days just trying to get an answer with no response should be struck off and never allowed to sell financial products.

I have spent hours, over a number of days, trying to get through to Clydesdale bank. I still haven't managed to get through. They claim to "record the calls to offer brilliant service". I would suggest that answering the call would be the first measure in providing a brilliant service. They truly are a disgrace to the financial services industry.

Two hours and counting as I type, no call back service or system that approximates where you are in the queue. Keeps telling me my call will be ‘answered shortly’. No triage process, was on hold an hour just to then be connected with the mortgage team (another hour and still waiting). Virgin bank just like Virgin Care only interested in profiteering with zero customer care.