Virgin Money Reviews 

Worst Bank i have ever had the misfortune to deal with. I make an investment to a company quite often, i paid on line though my bank account. So i have log in details , they then send a pass code to my phone, after i agree to pay they then send a further pass code yet after all that security this time i received a notification it was going to be reviewed, too days later i am still waiting for it to be reviewed, so i ring up after nearly 18 minutes on hold i get to speak to some one who says give them a few seconds they will find out what is going on, i then get some one else answer and i have to start all over again as i was cut off. this person says she will put me though, after after being on hold a further 49 minutes i gave up. So still have not been paid. This is not the first time one time to pay a bill i had to go in to the branch, even they had problems and all told took them over an hour, FOLLOW UP. to them Saturday as closed on the Friday, because they rang me and i had not answered ( i was at work and did not hear the phone ) they left a message saying to contact them. However i did not get in from work until around six and that department closes at five so they locked my account i can understand this but as i did not know i have received the call. They could have either sent a text or email. When i did call them i was on hold for almost an hour then when i did get to speak to someone i was told they had to call me back so all told i have spent just under three and a half of wasted time AND THE PAYMENT HAD STILL NOT BEEN MADE AS IT TIMED OUT

I bought travel insurance with VM in February 2020 for a 2 month trip my wife and I were taking across South America. Naturally when covid hit and all travel was cancelled, I was very pleased I had bought a travel insurance policy through a reputable company with good reviews. 2 years down the line, I feel compelled to leave a review to warn others about my experience.

We booked our trip through multiple providers, and knowing we had 2 months worth of bookings to follow up on, we began the laborious task of appealing for our money back as soon as we knew our trip was cancelled. The overall cost of the trip prior to travel was thousands of pounds, and through a fair amount of legwork, we had the majority reimbursed at source. For the elements which we could not get reimbursed, we submitted a Travel Insurance Claim Form to Virgin Money’s travel policy underwriter, MAPFRE Asistencia, in June 2020. With the claim form, we submitted all the available evidence for flights, accommodation and excursions, and evidence of why the trip was cancelled. All we were asking for was about £750 to cover the cost of anything we could not claim back and felt we had lost out on financially.

Naturally, MAPFRE Asistencia denied the first claim (which took 3 months, though we appreciated that covid had probably sent the insurance world into madness). We appealed and again it was rejected in April 2021, some 10 months after the original claim was submitted.

The next step was to take it to the Financial Ombudsman as we felt we had a fair claim which had been unfairly denied. This next step also took about a year to resolve, of going back and forth with MAPFRE Asistencia to agree on an outcome. They finally paid us just this week, for £500 rather than £750, but frankly after 2 years I cannot be bothered to work out excesses and limits in the policy. I still feel like they have cheated us.

Bottom line, it has taken 2 years of fighting with Virgin Money's underwriter to get a simple claim resolved, and not for the amount we believe we are owed. I will never be buying a travel insurance policy through Virgin Money again, and I would warn others to be careful as well.

Transferring money is difficult, and customer service is non existent if you want to speak to a human.
BUT!!
What is happening at the branch?
Jeans, Trainers and sweatshirts. sofas and coffee tables staff look like they should be working in a playgroup.
What would you think if you dropped your young infant at childcare and staff were wearing suits, shirts and ties!! all about perception.
What planet are Virgin money on

AVOID they can not do the simplest of tasks ie opening a current account!! The website stopped during application & so It gave me a number to phone I did & kept on hold for 39 minutes & then told it can only open an account by a phone app!!! What a joke of a bank!!

Virgin Money is a complete waste of time and their App is useless. The automated interface is garbage

We are flying on a sunday.
You have sent us a automatic review email.
HOWEVER HAVE NOT SENT US THE POLICY DOCUMENTS ARE WE COVERED OR NOT?
WE HAVE HAD TO BUY A WEEKS WORTH OF TRAVEL INSURANCE BECAUSE YOU DONT OPEN UNTIL MONDAY.

WHY DO YOU AUTOMATICALLY RENEW AND THEN NOT SEND THE POLICY DOCUMENTS? YOUR ONLINE SYSTEM TO RETRIEVE THE DOCUMENTS DOES NOT WORK!!!!!!!@

They are totally rubbish had been with Cyb all my life never had a minutes bother two and a half hours in queue spoke to someone then told I was getting transferred to another team another 45 minute wait called dropped on that conversation. They called me straight back only to be told I had to call back!!!! All I wanted to do was a balance transfer. So needless to say I am going to be moving banks . Disgraceful

Because of a change of my age shortly, my travel insurance cover with Nationwide Flex Plus means I will have to pay an extra £65 a year.
However Virgin money offer an up to 75 age cover with one of their accounts.
So after Nationwide showing no interest in keeping my account I went to the Virgin Money shop in Exeter yesterday to open an account there using a Bank switch…Unfortunately the Virgin Money shop was closed, I visited there at around 2pm, signs in the window clearly stated that it was open and I was well within the opening times.
Wasted time and expense in the journey.
On the phone now to VM head office and eventually spoke to a young lady who said that had I visited their web site and not a search engine that had originally given me the opening times, it would have said that the branch was closed since last Friday due to a Covid reason. The shop didn’t look like it had been open for quite a while…it wouldn’t surprise me if its not going to re-open?
In my experience in cases like that, they could have answered my telephone calls from me (outside of the shop) as they would have been working from home!?
Now having been transferred to another department who could help with opening the account I am still on hold. So having written this review of my experience so far with Virgin Money whilst on hold, I am about to abort the call and look elsewhere.

Reading through the reviews one has to ask what organisation allows replies to reviews that criticise phone response by directing people to..... the phone numbers THAT WE CAN'T GET THROUGH TO. Ijiots!!
HOPE A REGULATOR IS READING THESE - CALLS INTO QUESTION A BANK'S PROCESSES AND OVERSIGHT.

I've been a customer of Yorkshire Bank for decades. Since the change to Virgin Money there has been nothing but problems. Their apps constantly fail- as do the debit cards which is ridiculous in shops!

I opened an account with the Clydesdale Bank in 1977.
Until recently I would have said that the service in general was excellent.
Using their website in recent years however has led to frustration on my part; I click on links that do not respond or are not actually what they say they are. They are now closing branches and there will soon be not one branch in my home town, (the sixth largest town in Scotland).
In contrast to their website, I find the Halifax/B.O.S. website easy and more reliable by far. I'm on the verge of saying goodbye to what was once a forward thinking, progressive Scottish Bank with a proud history,sad to say.

When I was looking to purchase travel insurance for my wife the telephone agent gave me all the spiel about what a good company they are and what the travel insurance covered. Silly me believed everything I was told... but when it came to making a claim for a missed flight cause by the airline closing the gate early they didn't want to know.

Take my advice, if you want travel insurance DON"T use this shoddy company, if you do and you get shafted like I did don't say you weren't warned.

For TrustPilot:
Virgin Money may well say I didn't purchase travel insurance with them but I have the documentation and policy number if required as evidence

Over Christmas someone was trying to use my card for hotels, applepay and others. Nothing was taken and everything was dealt with by a terrific lady called PAIGE and this review is for her. Thank you very much Paige.

I've been banking with Clydesdale bank (re-branded as Virgin Money) for 37 years. Ive always used their loan facilities for purchasing new cars as their rate was always better. Recently though, I applied for a new loan, slightly more than previous as new car was a little on expensive side, and seeing as how I'm now mortgage free, I thought I'd treat myself!!! All applications are done online now, there's none of the old interactions with a member of staff, just a key board to say "yay or nae". I have to add that I've a near to perfect credit rating, never overdrawn, no missed payments for anything in my adult life, something that I'm proud off!!! Anyhow, not getting instant answer from website, I'm advised that it will 2 working days to reach decision. True to word, I get phone call after 2 days from VM. A young gentleman, not long out of school by sounds of it, tells me that it has flagged up as I've also got a PCP contract on going with a motorcycle company (same case for over 15 years as I change bikes reg)
I state that all this is well within my affordability as my income to VM clearly shows. After some non relevant questions, he states that he can either decline on the spot or refer to a manager!!!! At this point, I'm made to feel like I've went to bank with a begging bowl( possible slight paranoia on my part)? After some more non relevant lecturing about unsecured borrowing, I've snapped and told him what I think of VM and where he can refer the application too, and it certainly wasn't in the direction of a manager. Now I'm half Scottish / half Italian, and we are not the most patient of people at best of times!!!! , and it wasn't so much in what he said, more in the way of how he said it!!!!!
Once off phone and calmed down, I proceeded to calling one of VM's competitors, I actually got to speak to a representative, 10 min call with immediate acceptance!!!! WTAF Virgin Money!!!???!!! U have now lost my business, and a loyal customer of over 36 years, shame on u!!!

If I could give a minus score I would and I wish I had read Trustpilot before joining in Nov 21. My ISA money transfer disappeared! Without doubt the worst customer service of any business I’ve dealt with!! Service is not the word I would use use for the black hole of telephone non-banking, so fed up I tried to close my current account (which is only required to have an ISA) so not much cash, only to return from hospital appt to find they had rung, as no reply they locked the account. After a slow response then 3 repeats of security questions I now have to wait in for return call to release funds.
NEVER EVER JOIN THIS CIRCUS ,IT MAY BE FATAL!!
Update9/12/21 Return call promised by 7pm 8/12 as you guessed no call, started at 9.30 am first call 1hr 20 ended up credit card fraud dept. Can’t help! Call again 50 min again end up at credit card dept but this time told will put me through to correct dept. 25 min later end up back at credit card fraud! This time put through to current account fraud after further 20 mins fail 3rd security check! and told text code sent and he would call me back, which he did but no text but ok because he rang me! Finally locked account open! Only locked for my protection!! kept my money for further 24 hrs And my transfer went through to remove my money,now 12.15 and late for appt. Add another 20 to minus score
Only have to get my Isa out now

Try calling and you’ll listen to a war & peace message before being redirected to a repeat rendition of war and peace, and then you can test your patience when you wait and wait and wait listening to ‘hang on in there’ messages, and finally being told you need to go into the branch - where the service isn’t any better. All I was trying to do was close the account which I had with Clydesdale before it was ‘taken over’ by Virgin. Must be in the running for the worst bank in the UK. It took me all day to close the account but I finally got there after insisting on cash, (due to the bureaucratic nightmare) which I waited another 7-days for. Phew. I’m glad to
be free.

Just wanted to give a big thank you to the Virgin Money Customer Care Team who rescued me from my own stubbornness and lack of awareness this week. OK interest rates are not as we would want and not all log in systems consistent with others so it is great to find some helpful people to be naturally helpful, friendly and understanding.

If I could give them minus 3 million I would. Worst service I have ever come across and now they've have blocked any online transactions because of "new legislation" load of rubbish!!! I can't even spend 40 quid on an online reputable store, or a govnernment tax paying line!!! If you're thinking about joining them RUN A MILE. The quicker they go into some sort of liquidation the better

i would not advise anyone to open an account with virgin Money . They are awful they do not send out statements at yearly or when you continue your account with them . They dont send you tax statements of interest earned

An utterly abysmal website. It takes 5 times as long as others to load, then keeps refusing access. It has decided to limit current account online withdrawals to a maximum of £1000 when most other banks allow at least £20000. Why is it so awful?