Virgin Money Reviews 

My online banking has been blocked. Tried phoning several times. I have been transferred to 5 different people and still no resolution. I have been waiting on the phone for aver 1 hour and have been cut off several times. Customer service is the worst I have ever experienced.

Purchased a travel policy no email confirmation can't print off any documents, their online chat just cuts you off and they don't seem to work past 5pm and no weekends, avoid at all costs, they will take your money but you get nothing don't even know if we are covered despite having a policy number

The worst service ever… don’t be attracted by marginally higher rates as you will be sorry in the long run when you have to interact with customer services - I use that term loosely!

Unable to access my own (substantial) funds - the mobile app is "Loading" for several hours, the online account won't open as they don't send the authentication code despite following their instructions many times now. Have tried every telephone number I have for them and have held for hours. If I can't speak with someone, access the app or online account - how do I get to my money? When I do, it will be to close all accounts with them to a bank with customer service and facilities that work.

I have a Virgin current account with a substantial balance. I decided to use some of the funds to open a 1 Year Fixed Rate bond. I completed the entire application process before finding out that I could not transfer money from my existing Virgin account to the new account.
When I contacted online chat, I was told the only way I could transfer money would be if I went into a Virgin branch with ID or mailed them a request! It appears that Virgin are making it as difficult as possible for existing customers to get a better interest rate and are really only interested in you depositing further funds into their institution. Needless to say, I have invested my money elsewhere.

Their fraud system stop your payment/transfers at random. So far i have about 1 in 5 payments being stopped for no reason. Expect a hold time of 2+ hours if you try to call them. The customer service team confirmed there is absolutely nothing you can do to avoid the hold or the random fraud hold which locks you out of your account completely. Avoid this bank.

Absolutely atrocious!!
Do not go to Virgin Money for a mortgage. They have zero customer relations and make the whole process extremely difficult.

This is the worst insurance company I have come across, I have been a customer for over 10 years paid every year, last year I changed the insurance cover from a personal to a family insurance, my insurance runs from March to March each year. I have now just been away on holiday in August and became ill and also had my wedding ring stolen, I called Virgin to make a claim and they informed me my policy ran out a week before I went away and said that they had sent out a renewal letter, I explained no renewal letter was received and that my policy is usually March to March so why did it run out in August?....they stated when I changed the policy from private to family the policy dates changed but this was not explained at the time and no renewal letter was received, the attitude I received from customer services was disgraceful, telling me all of their other customer received their renewal letter with no problems, usually these insurance companies are hungary for your money so I do not understand why a reminder letter was also not sent after a couple of week after no response if they had sent the first letter out also why they did not send an e-mail reminder that the policy was running out, in the past it was an automatic renewal and I was under the impression it would have been the same once again, I just can't believe I have been a loyal customer for over 10 years and when I do make a claim they inform me my policy ran out the week before. it is totally unacceptable to change the renewal dates, not make sure contact is made regarding the renewal given they changed the dates and also stopped automatically renewing the policy and then when I call the lady on the phone has no empathy, all you get is attitude saying it is your responsibility to make sure you have insurance which is a completely ignorant attitude towards a situation which is of virgin insurance makings by moving the goal posts. do not use this company! they have lost a life long customer in me and also all of my friends and family, for the small claim they have refused they will lose a lot more money in terms of lost business however I do not suppose that matters to the wealthy owners as long as they continue to trick clients into spending money and not paying out on claims.

policy number MF/VM/V05257/25393707 Just incase Virgin try to state this is not a review from a former Virgin customer!

I bought Virgin Money travel insurance as thought it was a good deal. While I got the policy emailed right away, the buggy portal had issues and I couldn't actually register for an account for first few weeks. There was no response to support emails, and this issue was resolved about a few weeks later.

Now, when I've filed a claim, which goes to a separate division, I'm getting no responses either. No response to claim, no response to follow-up email sent about a week ago. Their customer service just keeps recommending calling or emailing the division responsible for it.

I'd like a refund on the whole policy as it's been useless.

I have called so many times for help with my account. Our lines are busy,40 mins i hung on still no answer.
What is the problem

Applied for a Balance Transfer. This was approved 23rd July They transferred nothing from the original card but still debited my account the best part of a grand. After over a week of waiting I phoned them. Waited over an hour on phone for someone to tell me 'We had technical issues with balance transfers. We'll credit your account by the end of the week at most and then you'll have to re-apply. We won't be informing you when it's done and if we haven't done it by then you'll have to ring us again'. I've had reminders that my first payment is August 23rd. I've complained by email, had nothing sensible back, just 'back burner' answers promising that someone would be in touch but no resolution.

They're basically trying to extort payments out of me for money I haven't received!

Avoid this truly dreadful bunch of cowboys - they are out of control, utterly incompetent and should be closed down.

Ombudsman is the only answer now.

Complained 6th April 2022
Given complaint reference number
Numerous letters and phone calls found out complaint not dealt with by them yet as they have a backlog
Still dealing with February and March ones
Nearly 18 weeks from original date and they still haven't started to investigate it as it is in a case file or something
Since merging with Yorkshire and Clydsedale gone downhill now about to lose a lot of my business
Avoid if you value your sanity

Absolutely Abysmal.

Existing banking customer with Virgin and thought the travel insurance would be a good offering as they are very competitive on price. No.

Over 3 days I made 7 attempts at taking out a policy with the website being consistently unable to take payment and on the 26th July having a certificate error that made it untrusted.

3 web chats with customer services, and a request for a call back that I was told would take upto 48 hours. Hearing this I asked if the claim line was similarly busy and was told it was! I elected to go with the Post Office on hearing this.

Virgin customer service is a myth sadly. Shockingly bad IT here, and not enough staff.

I shifted a debt to an interest free credit card. I regret to have chosen Virgin Money to do so. They keep changing the terms of my contract with them. Not having a mobile phone, I can't manage my account online. They don't have a website that allows you to manage your account neither.
And contacting them is not easy. Still waiting for a call back. They don't make anything easy for their customers. Another self-centred company. It is not a bank and it shows. Avoid at all cost!

Arranged travel insurance, paid, went to get policy details off the website they direct you to, it isn't working so can't get to my policy details - annoying. On their website it says email this address if you want printed copy of policy, emailed request as website is down so I have no policy details. They email back saying "we can't print policy documents from aggregators. You will need to telephone us". More wasted time, complained to customer services and got a terse, almost rude email with policy document as a pdf but no medical declarations document. Customer service is bad, I can only guess how bad they are if you claim!

Horrific customer service. Long wait times, when someone does pick up - they refuse to give me an update on the status of my claim. After a 50 mins wait finally got through to a representative who said that they are currently looking at claims from March (when it is currently July) and at the minimum I'm looking at my claim being looked at in August / September.

When I initially bought their travel insurance, i was told that on average my claims would be processed in 2-3 weeks. Absolutely atrocious customer service from a company that sells itself at a premium price point based on service.

Long wait times to speak with credit card issues 😴 what a joke I wonder if Mr Branson knows about this. Plus I notice not replying to the feedback left for them.
I have only one nerve left and they have got right on it.
Mike Cahill

Took over an hour to get through on the phone, then when I did get through they put me through to a department that's closed, so it cut me off. No response via email. Have been trying to apply for a new mortgage deal for over 3 months and no idea what's going on.

Scam, bout travel insurance and never got a response from them