Virgin Money Reviews 

I am paying £160 a year for a card and it hasn't arrived 6 weeks after I applied for it. Am I going to be charged for this card for a full year despite not having it yet? I have called you 3 times and no one could answer my question? I was speaking to Chloe today who again couldn't answer and when I asked to speak to someone else refused then left me on hold for 20 minutes then returned me to the main menu.

Can anyone answer my question as this seems to be the only place you respond...

Truly shocking customer service. My DD amount bears no resemblance to my last statement balance, spent over 2 hours on hold only to be told the representative couldn’t reconcile the two numbers. Completely pointless exercise. Incredibly frustrating and worrying. Complaints department equally as useless. Avoid if you value your sanity.

I had an issue with logging into my account which was not caused by me, but by Virgin Phone, according to the customer services reprepresentative I spoke to.
The person I spoke to came across as someone with a strange attitude and was doing his job 'by the numbers'. He came across as someone knowledgeable, but who hates his jobs/ customers. I was provided with information needed, but what an pleasant experience!

Why have they closed the online access in favour of the app which doesn't work. Can't even transfer a balance through the app, IF it works!

They should be held accountable to supply proper customer service!

Dreadful. Had savings account for about three years.
They dropped rate from 1.5% to 0.3%. Made one withdrawal then a small test withdrawal to test link to new savings account. Now I cannot close account because I have made 2 withdrawals in a year. Have to wait til 2022. Sneaky and deceptive. Only interested in their profit. Don’t want to help saver.

Terrible call centre service. After getting through their extremely lengthy and repetitive automated call answering/directing menu system I got put on hold, awaiting someone to answer. After over an hour, the call seemed to get put through and then went dead. They'd cut me off. Tried again the next day. This time waited for over an hour, got no where, suspected that, as it was after 1600, I'd be waiting until the next morning, so dropped the call myself. Now trying again, been on the call for 1 hour 33 minute so far, no joy. Listening to the nth play of KT Tunstall mind numbing. Also, need to get in touch urgently so this exercise is stressful and could be more than a little anxiety inducing if you were that way inclined or hadn't got hours to waste waiting on the phone.

a valid credit transaction to my current ac went in, then the sum disappeared from same ac next day, after endless calls to them, hours waiting in phone queues
to be told virgins IT system cannot trace the missing money, then to be told to get anyone in virgin to try and trace what they have done to my missing money is to raise a complaint, raise a complaint???? it is virgins duty to treat with importance such a fundamental flaw in their IT system with the highest level of urgency, how on earth in todays tech world can a credit appear in my ac one day, then disappear the next, and virgins IT system is not capable of any forensic level of historic investigation below it not showing now on a current statement, this and the endless waiting in phone queues for hours to speak to someone, horrendous service absolutely horrendous

I’m going to give two stars because I’m a nice guy.
However, trying to get a Mortgage from them was like watching a Glacier ‘move’. I had offers from *alifax and @antand*r
so I wasn’t the problem. They did manage to take the 186 quid off me for the property valuation but that was where it ground to a ‘halt’. Oh BTW trying to get through on the phone is an exercise in futility, tbh my record on hold was 48 mins I wasn’t willing to give them any more of my precious time.
I used to tell my staff that good business is making it easy for your customers to give you money, perhaps these guys are only interested in the ‘valuation’ fee.
Please Virgin get some more staff or get your call center company to get more staff if as I suspect you’ve contracted that out.

I am currently on the phone to virgin credit card helpline and have been for 1hr 15 minutes. It is disgusting customer service. Is their team a one-man band?

Do not even go their, these people are stupid, also their telephone system are ridiculous, they keep you on hold for ever, I mean for ever

Unfortunately I wish I had read these reviews before going with Virgin money. Echoing other comments on here, they are running an incredibly archaic way of verifying your identity.

It feels as though it is in place so that they can keep your money for as long as possible and currently you are required to POST in forms of identification in order to release monies owed. I didn't realise it was still 1995.

The NHS have a notoriously old IT setup and if their app enables you to verify your identity then the software must be easy to get hold of and a huge company like Virgin needs to step into the 21st century and adopt it.

Please Avoid. I will not be using Virgin again.

@VirginMoney
You have frozen my credit card conveniently when you owe me a substantial sum of money. Your team are incompetent and archaic saying I have to post a copy of my passport and utility bill to get my money back. Funny when I owe you money you will take it without these documents. Unacceptable.

Going to close down both my Virgin Money and Virgin Atlantic credit cards because the customer service has just become absolutely dreadful. Considering I pay a yearly fee on my Virgin Atlantic card, waiting 1hr 15mins to speak to an operator for the simple act of changing my address details is just not good enough. They decided to become completely app-based but the app allows you to do virtually nothing, meaning you have to call them, wait forever, and then they say they are experiencing very high call volumes! Well, I don't wonder! With all of my other banks and cards I just changed my details online in seconds. Very disappointing.

Removes online card website. Makes app. App doesnt work. Wait 1 hour to speak to an advisor. There were about 5 secuity questions, the last one "your debit account sort code". I said can you elaborate, I have many. She says she cannot elaborate. I really need to use my card. This is the worst service I have had in a long time. How am I supposed to do anything now?!

After a visit to the Keith Banch in Moray to ask if my new Credit Card that I had just recieved could be changed from Contactless to non-contactless I was imformed that Vm could not issue a non-contactless Mastere Card credit card as Mastercard did not issue them. I then registered a complaint with the branch that got me nowhere, so then sent a special delivery letter to the C.E.O of Virgin Money at a cost of £6.75 postage. Days later I received an e-mail to tell me that they could'nt find any trace of my accounts, which I thought was strange as I have been a Clydesdale account holder since 1970 with 3 accounts. My case was referred to the Resolver which was a complete waste of time. It seems where V.M is concerned Loyalty only works one way but not from V.M. With reference to mastercard not being able to issue a non-contacless credit card is absolute trash as I have obtained two non-contacless mastercard from other banks who had no problem with the issue and were more than helpful with my request. I have now canceled all my cards and business with V.M and moved my private and business accounts to other banks where I am appreciated more. I have also shared on my private and busness social media accounts my disgust on the way that I have been treated by V.M with thre could'nt care less attitude towards there account holders. INow and forever more I will continue to give nothing but negative views at every opportunity. In conclusion, it apperars that the left hand has not a clue what the right hand is doing within V.M a complet waste of space, not interested the any of the high street account holders only the big boys. In my opion,the overpaid directors on inflated salaries not fotgetting the awarding of a bonus when they fail, walk away with over inflated pension pots while hiding behind there polished oak desks while dictating to the workers on the front line who have to face the irrate account holders. How do these directors sleep at night. I close with a message to the big fat cats: "When you climb your ladder of success, watch who you stand on, on the way up. You may meet them on the way down"I would not recomend V.M if they were the last bank in the world. If I could give a minus (-20) rating I would
Alister Murray
Alister Murray

Recently opened current account

Unable to have money transferred into account from 3 friends as their banks don’t recognise my bank details (although another friends bank does)

Customer service no help

Now in process of closing account. Bye bye Virgin x

I was with Clydesdale bank for aprox 20 years , just tried to transfer funds from one " virgin money to another virgin money acount " over an hour on phone and online , and still not working !!! shocking customer service , I am now going to local branch to close my acounts !!!

I have to pay for my shopping online on Saturday what’s going on again it’s terrible tell me virgin how do I pay for my shopping it’s set up by the company to be taken of on Saturday it won’t come my shopping so how do I get my food I can’t get out ty

I have always been a huge fan of Virgin Atlantic, and have used their credit card for over 8 years. I recently applied for an additional card for my daughter and was asked to provide proof of id and proof of address. The requirement being any photocopies should be duly countersigned by a doctor, accountant etc confirming authenticity. We have submitted various documents authenticated by an accountant, and are getting nowhere. I keep getting emails claiming they tried to contact me on the phone, which is a lie as I have never had any calls from them, and asking me to call them. I have called on several occasions and been told varied things to submit, and every time I get another email. I have posted a copy of the drivers licence as proof of ID, and a bank statement as proof of address. Today, my fourth call in 2 months, an escalation manager I spoke to said the last statement I had sent was not countersigned, I asked if she had the copy in front of her, to which she replied no, but she could get it. I advised that her information was wrong as I had sent a countersigned copy, to which she had the audacity to to tell me not to call her colleagues liars! Bear in mind she has effectively called me, a loyal customer a liar by saying the document was not countersigned, when i have gone to my accountant, got him to sign and posted it myself to Virgin!!! She was extremely uncooperative and rude saying if I wasn't happy, I could always cancel my card!!! This after 8 years, not once defaulting any payments. I got the impression they prefer customers who don't pay on time as they can then maximise their profits, and I unfortunately keep my credit record clean by paying in full on time.
Needless to say I applying for alternative credit cards and will be moving away from Virgin. I expected better from Virgin!!! I am not expecting them to improve though, as they just don't seem to care.....

Yet again virgin customer service falling well below what expected. It must be part of their mission statement to annoy customers cos otherwise how can they justify these trust pilot scores across platforms? Spent 20 minutes getting through to someone. He asked me to go through security. He asked me a few questions I answered and then if I had supplemental card holders. I wasn’t sure so asked my wife if she had a cad as she was stood next to me without putting him on mute. He then abrubtly shouted at me “CANNOT TAKE 3RD PARTY ANSWERS” and said he need to transfer me to another agent as I failed security. Before I could speak was put on hold again for another 20 mins. Absolutely unbelievably rude way to speak and treat customers. And I was only calling to do something that most credit card companies can do through their app.