Virgin Money UK Reviews 13,100

Extremely disappointing experience with Virgin Money and their complaints process.

What started as a missing payment turned into weeks of stress, confusion and hours spent trying to understand my account.

I attempted to make a payment through the Pay by Bank function in the app. The payment never completed and the funds remained in my account. This then triggered wider issues including the loss of my promotional rate and interest being applied.

My biggest frustration has been the investigation itself. I repeatedly explained that the payment method used did not provide the sort code, account number and reference they kept asking for. Despite explaining multiple times that this information was not available through the payment method, I continued to be asked for the same details rather than what felt like a meaningful investigation.

I was later told their IT team reviewed app activity for the date in question and could see no activity or log ins relating to the missing payment. This was difficult to understand because other payment activity from the same date appears within the app. From my perspective, this left unanswered questions and made me feel my concerns had not been fully explored.

I also raised concerns that the balances shown on my account did not reflect my understanding of how payments would be applied. I believed I was clearing my normal balances and avoiding interest, only to later discover payments had been allocated to a 0% interest balance that isn't due until 2027.

Although the promotional rate was eventually reinstated and interest refunded as a "gesture of goodwill" - I HATE when companies use this phrase as though they are doing me a favour when something has gone wrong on their end and they just don't want to admit it, senior complaints handlers maintained that no error had been made.

I remain dissatisfied with the outcome and have decided to refer the matter to the Financial Ombudsman Service. What I found particularly disappointing was being told by the Executive Complaint Handler that she would no longer correspond with me on the matter, despite my concerns remaining unresolved.

I rarely leave negative reviews, but this experience has seriously damaged my confidence in Virgin Money and would recommend everyone avoids them!

Had a problem with Virgin Money using my old email address, despite updating my details some 6 months ago. Phoned Virgin CS and got connected to Maryyam, who was understanding, friendly and professional. A true credit to Virgin.

Shockingly outdated system that doesn't even allow you to get an electronic (CSV) copy of a statement from the branch far less the internet or App, something the RBS has allowed since man could use computer.

Time to change banks.

I received a suspicious message from 'Virgin' asking me to call them as my card had been frozen. Naturally I rang the number on the back of my credit card (different btw). I spoke to human who behaved like a robot. I provided the answer to four or five security questions (including the pw agreed with them to show I am genuine) (bearing in mind I only want to know if my account was frozen) and because I suspect, I got my Natwest overdraft lim it wrong, they terminated the call and I have to jump through more hoops!! Please tell me why have an agreed bloody security password if it means nothing!! So infuriating. I'm going to clear my account and use Lloyds. FCS!!!!

I Paid money into a fixed one year ISA. After one year I expected my investment money plus interest to be transferred into my current account. But without asking me, without notification, Virgin money transferred me into another ISA, with a lower interest rate. The app and online account has no way of transferring these funds into a higher interest rate ISA with another preferred Bank.

I recently switched from Virgin Money to another bank using the switch process. I realised that although the balance transferred from my current account was accurate, the money in my savings account was still held by Virgin Money. I attempted to login to the app to transfer this balance but although the money existed I didn’t. I attempted to login using the website, nope, I even failed the ‘login using your name and address option’, Things were dire! It took another 20 minutes to find a real person to talk to . . . The relief of being reassured that both my money and myself were in existence was short lived . . . In order to access my savings a form would have to be filled in . . . I kid you not . . . It took the customer service agent 10 minutes to fill in this form whilst I sat in silence trying not to distract her. Could I have my money now? Oh no, the form had to be passed to another department who would review it and I could expect my money in 3 days! I queried what was being reviewed . . the form? My money? Why 3 days? The customer service agent was not impressed at being questioned about the process. Did I want to raise a complaint? Yes I really did! Well, there was a form to be filled in . . . As a non existent, non verified person I wasn’t allowed to fill out my own complaint form , I didn’t get to see the form, I didn’t even get to read my own complaint! After 1 hour and 40 minutes I was given my complaint reference number, a 3 day wait to access my own money and a frosty ‘enjoy your day’.

Would give zero iff i could, I had my credit card froze due to alleged fraud activity, to which the service assistant said you will receive new card. Further down line I receive a letter from a debt agency who virgin passed the amount owing on the old frozen credit card. ???.
Rang virgin up only to be passed from pillar to post to eventually told by an arrogant service advisor to raise a complaint!!!. Who then said ill give you the number for them. So 1 hour wasted . Debt company that I allegedly owe the money too their number comes up as suspected spam!!. So blocked the number then receive debt letter. Rang debt company to which they said they are putting on hold until I wait to hear from complaints . To think a big company like virgin will hunt you down for a mistake made by them. Iff any money owing on that card should have been transferred over before being closed. And no purchases should have gone through on a frozen account .

I have been trying to sort an issue with my deceased mums account for the last three years at the Newton Mearns branch. To say a certain female member of staff is unhelpful is an understatement. V

I cannot register my card, there's a fault at your end so fix it

Totally inaccessible service, staff can’t be bothered to reply when forwarded emails (exept one lovely lady who forwarded my email to the appropriate team, thank you to her). can’t access my balance and can’t get in touch. There service is discriminatory and violates the equality act 2010, you have to call up for a balance and people who are hard of hearing, autistic ect can’t do that. They don’t care at all. If they did they would reply. Avoid if you have a disability. They won’t help you. Will never use again.

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Very efficient process and service to open a new Business Account. Very helpful, friendly and polite customer support team,

Disgusting customer service! I am leaving them as I can’t put up with them anymore!

I can’t say I was surprised when I saw the majority of trust pilot reviews being 1 star.

It’s impossible to run a business with Virgin as your bank. Payments being blocked via bank transfers, debit cards blocked. It’s actually very difficult to try and spend any money to run your business.
I’d highly recommend seeking another bank to save the excruciating pain.

Worst banking experience ever, been trying to move money from my account over the past two weeks and every other transaction gets stop payment pending need to speak to the fraud team, payments leaving the same account and moving to the same account that was first fraud checked, absolutely diabolical situation to be in!
My advice to you would be avoid this bank like the plague, poor customer service, can’t speak to anyone over the weekend terrible terrible bank

Virgin money took a direct debit from my account despite the balance being £0 and the direct debit being cancelled. When I went on their app I requested that this was refunded. They then proceeded to reverse the direct debit and send me a cash transfer charging me £25 for a transfer that I didn’t request. I complained to them 2 weeks ago and returned the money immediately to pay off their fraudulent cash transfer. I have had no response. They have since charged me £0.49 in interest on a fee that was only incurred through their error.

Applying for an additional account via the phone app. Gave up! Absolutely crap! Same with travel insurance! I am sure I am not the only customer who despairs at howbad the app is.
Imagine.. all the opportunities to make more money that they are missing out on because af a few third rate software writers!

I lost my card over 2 weeks ago. I ask them to send me a new one. 3 days later they do. I go to activate it. The machine eats it. I phone them up and ask them to send me a new one. They tell me I have to wait 3-5 working days.
I wait those 5 working days. Nothing. I phone them up. Turns out they didn't send me a new card and so I have to ask them to send me another one.
It comes 2 working days later. Great, finally some good news.
But there is no pin. I ring them up, they tell me I have to wait 2-3 working days. I do, but to no luck. I ring them up again, they tell me I will have to wait 3-5 working days to receive the new pin.
I have been waiting a collective 17 days to be able to use a card. If I have to wait those 5 working days then it will be close to a month.

Virgin Money - another week goes by without a debit card. The card expired on May 31. How does Virgin Money expect people to go about their business.

Have they never heard of next day delivery before 13:00?

Their processes are broken and useless. Look elsewhere for your bank needs.

Their response is a waste of time. They do nothing to improve their broken promises and processes.

Applied for a Limited company business savings account, received an email with code to support additional queries for account set-up. Weeks passed no follow up call or email, phoned Virgin business account 12/06/2026 , no record of my application, mobile or company name on/ their system.