Virgin Money Reviews 

Arranged same day Chaps transfer. Recipient confirmed next day that payment not received. Tried live- chat- not working.
Phoned customer services. On hold several times, before assistant admitted she could not contact branch, & unable to help.
Eventually resorted to yet another trip to branch, who had failed to authorize payment. Offered to refund same day charge (£25) ( as hadn’t provided!)
Email complaint generated several different replies requesting more information.
I await developments. 3x 30 mile round trips to branch so far!

I had my card stolen and used. I contacted Virgin who put you through about 20 questions and options advising you of products!!! No online chat service. When cards are lost or stolen you want immediate action or contact to sop/block and report this. I spoke with 5 different advisors this morning with the wait time of over 1 hour and 43 minutes to eventually be told by the fraud department I need to get a crime number before they would consider refunding me the monies stolen. Why not make that information available immediately to a customer rather than keep them on hold for 1 hour 43 minutes. It took the 5th advisor to tell me that!!! I am now currently on hold again after calling the 'direct' number I was supplied which of course doesn't work!!! So back through customer services I go, only to get the 6th advisor who was rude, obnoxious and tells me waiting times are not his problem and then goes through 8 security questions rather than the standard 4!!! I am still on hold!!!!
Awful customer service.
Not polite.
Not trained in customer service
Dreadful navigation on the APP or website re contacting fraudulent department.
Treated like I am the thief!
Dreadful same repetitive music rather than informing customer you are 10th in the queue, your waiting time will be....instead I am stuck in the abyss of poor music taste and no clue if I am hold to Virgin or Space for that matter!
Selling products to customer when trying to report fraud!!!!
No direct line for fraud department.
Young advisors with little empathy or understanding about helping loyal customers.
Decide at your own discretion but I would NEVER recommend them!!!

I am visually impaired and had problems applying as I don't have a Driving Licence. I have a Citizen Card instead. The application rejected my attempts to register. I had to call and yes here was a long wait but when I got through the team member was concerned friendly and helpful She rang back after consulting her Manager and said they would be in touch shortly..the next day my account was open. It was a very busy time for them and the OnLine app is not perfect but with the Clydesdale and Financial Services guarantees I have confidence In the product.

search in Trustpilot for "virgin money uk" that is a confirmed page

We were unable to make an appointment to discuss the progress of changing our current account to their Virgin plus one. Through no fault of her own the advisor we were dealing with was not available and after waiting around half an hour the person we spoke to was unable to assist us. We started this process on 1 November 2022 and it is now 22 November 2022 and the account is still not operable. We are not impressed with the service from the processing centre.

2yr Fixed Rate ISA - under NO circumstances take out a savings product with VM, I had issues getting my online account set up which took 3hrs waiting in a queue, then the level of competence from their staff was awful - I immediately exercised my cooling off period and I am STILL waiting for my £10K!!!!
I have tried to speak to someone but cannot get through

I have written a complaint but this has disappeared - I am now moving ALL my accounts from VM

Very unhappy with their customer service. I asked to transfer two ISA accounts to them. They transferred one account. I sent them a secure message to transfer the second account. They stated that I would have to phone them to achieve this but I cannot get through to them. They never answer their phone. I have asked them to phone me.

Virgin Money - should be Virgin Monkey. They obviously don't care a s*** that TrustPilot shows just how truly awful their customer service and support is - how many reputable companies would ignore a 92% one star rating?
I'm sat ringing the same number again after 1 hour on thee line getting the run-around and being passed on to more queues and people who seem intent on making your ghastly experience with Virgin Monkey go on for ever....
All I want to do is give them a mobile number, because they are blocking me, an existing customer, from completing their online current account application... now it's getting dark outside and I've wasted the whole afternoon when I should have been doing something useful.
I suggest you think very hard about whether you really need this hassle - find a better company - can't be too hard to find somthing better than Virgin Monkey!

DO NOT USE COWBOYS,

I made a claim over one month ago, but no contact from anyone. Not even an email saying they have received it. Finding a contact number for the claims team is like finding a pot of gold at the end of a rainbow. JUST AWFUL COMPANY.

I took this account out in 2018 when it was still Yorkshire and Clydesdale. Good service. Changing address was a breeze.
When I attempted to change address in 2021,all hell broke loose. They refused to change my address without me using telephone banking seriously, who uses telephone banking these days? I ended up having to contact Ombudsmen, who, surprise, surprise backed them up. Well obviously they are in each others pockets. I was then told to write a letter with change of address so they could see my signature. This still wasn't enough, they wrote back saying that this would only be used as my correspondence address and I still have to use telephone banking.
They have since closed my account. Probably out of spite.
High handed, narcissistic service.
Awful.

During covid Virgin stopped branches taking customer phone calls and now transfer them to a call centre despite many attempts I have never managed to speak to an adviser after many attempts this year!! No call waiting information
no call back system, no number waiting in queue, no response ever!! As they operate numerous savings accounts that are only available in branch via passbooks and not on line this service is totally unacceptable we have saved with them fo many years and complained in branch and on line with no interest shown so we have just transferred all are accounts to another provider and at higher interest rates

I took out a 12 months ISA with Virgin a month ago and have had nothing but trouble with them.
I had my account locked because they said I had put incorrect info. I tried several times and cannot believe I was wrong every time.
And if you try telephoning you have to wait ages.- much longer than I am prepared to wait. I tried calling at 8 a.m. when they start and was immediately put in a queue. I just cannot believe they have a long queue at 8 a.m.!
I called into their Sheffield office today and was told that because it was an online account they could do nothing to help me - the only thing I could do was 'phone in! I do not need to log in for the moment but I will need to do so when my account matures in 11 months time and when I will want to move my account but I do not want to wait until my maturity date arrives. There's there's no way I will ever bank with Virgin again!
I have had over forty years experience in this game and have never come across such a terrible bank.

I have a cash ISA with Virgin Money and have been trying to call them for two weeks to discuss this but no one ever takes my call. I usually spend 30 minutes waiting and then hang up. I have sent them messages via their website asking someone to call me but they never do. Awful company and would never recommend them. I will transfer my cash ISA on maturity.

I strongly advise not getting involved with Virgin Money.
The reason is that they do not answer phone calls. If you possibly can

I brought travel insurance with Virgin Money through Compare the Market. I believed that my travel insurance included gadget cover but unfortunately my phone was stolen whilst away. When I returned to the UK and tried to lodge my claim, Virgin Money informed me that gadget cover was not included with my travel insurance.

When you buy Virgin Money travel insurance through Compare the market, the form just says 'Gadget extension'. Furthermore, when you are taken to the payment process there is no way to add gadget cover. Furthermore, my insurance forms all suggest that I have Gadget cover. Therefore, I felt that Virgin misled me and sold me a product different to one that I had thought.

I raised this to Virgin in July and lodged my complaint and was given a letter. This letter had a wrong email address and the wrong phone number as I could not use the contact details to find out about my complaint.

Finally in August, Virgin sent me a letter informing me that they could not do anything further with my complaint. However, when reading the letter, I found out that Virgin Money had not actually dealt with the complaint I made.

Last week I contacted them about this and they said my complaint had not been fully lodged and they would lodge a new complaint. They then said I would get a phone call about my complaint but I am yet to hear from them.

Overall, Virgin Money has a poor complaint procedure and sell misleading products when using a third party like Compare the Market. Please be mindful when using them in the future!

Have been trying to open an ISA with Virgin money. Not a pleasant experience. There is a problem signing into the website which means you have to call the bank. I spent over an hour today trying to get it sorted and its still not working.

They are clearly under resourced with systems that are not up to the job. I finally managed to speak to someone today who knew what they were doing and were excellent. Unfortunately they have been let down by their IT system which simply does not work.

How can a bank be able to operate like this when they are handling huge sums of customers money. Surely this should not be allowed?

The interest rate is good but not sure its worth the hassle.

I have had countless problems with Virgin Money, here are just two of them.
1: I was told a new credit card was coming while I would be away on holiday, even though the old one was valid for several months. I went into my branch and was explicitly told my old card would still work and not to worry. Of course, I got notification while away that the new card was active and the old one wouldn't work any more.
2: The mobile app stopped letting me move money from nearly all of my savings pots. I was told to reinstall the app. This worked, but the problem was back the next time I tried to move money. Reporting the problem resulted in an email asking for details they already had. I provided them, and then...silence.

Avoid made a honest mistake with date’s phoned up to change straight away and was charged nearly the same amount of the policy again and couldn’t cancel terrible customer service

Appalling company. My ISA matured in April. They have confused my account with another one & although I invested £9000.00 with them, they sent a statement saying that I have £7500.00 in it. This has been going on since May,still not sorted. Will be taking legal action soon. Avoid Virgin...like the plague!

Logged in to my policy no problem all my travel detail and policy information was correct.I was trying to make a claim after being hospitalised so I clicked on the section saying make a claim which I did then annoyingly tells you to log in again don’t know why as iv already logged in but when logging in again it says no account matches this email.i ring customer services and told them about this problem And their reply was oh this seems to be a ongoing problem we will send you forms out in the post which they did.forms arrived it was like the yellow pages.gave it up as a bad job .avoid this company.