Virgin Money Australia Reviews 

Wasted so many hours on the phone! Poor service!

Just awful. The embodiment of the nanny state.

They profess great concern about your financial position. Then they stuff you around relentlessly, demanding absurd barrages of paperwork. In the process they erode your financial position.

Fussy firms like this drag the Aussie economy down.

Appalling. After waiting for 20 minutes on 4 occasions and being cut off on transfer each time, then they hung up when the complicated code dialing system did not work. I gave them my mother's maiden name, my address, the bank account number the payment comes out of, my company name, and it seems unless you carry your velocity # you can forget any cooperation.

Then, when I saught to escalate, they hung up again.

Bad service, can't ever call back, back trading on promised rates, longest ever release of loan time frame to get a few extra dollars. Very poor performance. Do not recommend.

I pay my credit card every month to avoid interest. March statement I forgot to pay before 5pm. Paid after 5 on a Friday. Got interest for $17 which they waived as a Courtesy because it was the first time in 10 years of having the card. Next month I owed $3800. I paid $3400 by due date. I had to transfer the additional $400 from another account which ended up being 1 day late. I got charged $101.05 interest. I rang them up. Spoke to a Kim. She was very unsympathetic. I have been at home, homeschooling, working from home and have been trying to manage everything with COVID changes - 1 day late. I was so upset because she said they are the rules. You got let off the month before for $17. I said well I will look at closing my account. She said ok that’s fine if that’s what you want to do. They obviously don’t care at all. So. I will close my account in the near future. I go to do a review and I can see that it looks like everyone thinks their service is bad - so no surprises to me now.

Applied for this card only a $5000 limit and was refused. I have a perfect credit rating, not late paying bils, in front with home loan payments and have a job with 80K+ salary and little debt and some savings in the bank.
I was closing another credit card that had become to expensive and move across to Virgin Money, even the card that was being closed had less then $1000 to transfer to the new Virgin card. Over the course of 2 phone calls to follow up on the application that I had submitted a month earlier, I was assured the application looked good and there shouldn't be any problems. Both people I spoke to said they were elevating the application for final approval. Because the second person said the same thing about the elevation of the application it was obviously the first person didn't do this as they had promised.
From the time I first called their call centre I had a bad feeling, the call centre staff were very hard to understand and they spoke very quickly. The phone call were also very quite and it was hard to hear what was being said. In fact I had to call back twice to get a better clearer line to talk with them.
When I was declined I was shocked and tried calling them as they had sent out a generic email with no specifics as to why the application was declined. Upon phoning them they could not and would not give me a specific reason for being declined. I was basically re read the email and was told that there was no point me speaking to the supervisor because they can't help me and would tell me the same thing as I have already been told.
So right now I do not know why my application was declined as Virgin don't want to tell me and they have but black mark against my name on my credit report that I have against me for the next few years.
DO NOT go with Virgin Money or it subsidiary for a credit card. They are the worst to deal with. They are unhelpful, they will lie to you, they do not speak good English. If they decline your application they will not give you a reason and they will damage your credit rating which will have implications if you want a home loan or try to refinance.
PLEASE KEEP AWAY FROM THIS USELESS COMPANY TO AVOID DAMAGE TO YOUR CREDIT RATING AND TO ENSURE YOU CAN GET CREDIT/HOME LOAN IN THE FUTURE.

The worst customer service I have ever experienced, Fraudulent activity on my card which I had to then close but they say it takes 2 weeks to remove the activity. I also opened a dispute over a transaction which they say will take 8 weeks to resolve. Other banks do these things immediately but not Virgin Money backed by Citi Bank.
As soon as I have resolved these issues I will have nothing to do with them or their robotic talking customer service. I would have left no stars if I could have.

This is probably the WORST user-friendly website that I have ever been in. They show you that you have messages but you can't access them, you want to see the balance and the different operations, you can't. Please, guys! you can do a much better job, it seems that this job is made by someone that wants to make their customers angry, so they leave the company. Awful!

Absolutely horrible customer service and outright scummy behaviour - they've now updated their online banking to actually remove the options to manage your existing loan online (other than to borrow more money!) - they've even removed the ability to see how much you owe on the fixed payments part of your credit agreement so you have to wait 40+ minutes on the phone if you want to do something as basic as understand your own financial position. Clearly intended to encourage poor financial decision making by removing access to critical information.

Terrible service, offshore staff are hopeless with communication, you will get different information from each person everytime you call until you are upset with the 4th or the 5th one. I also think there is problem with their email systems as you never receive anything from them after requesting anything, and postage never happens too except their bills. I requested for my name change by writing twice to them with sufficient information, for 4 months and nothing happened until I called after the 5th calls, or when I asked for a closure of the credit card it it took 2 months for them to pick up pieces and pieces.
Read these reviews and I can not agree any more, be careful, they try to get us to stay and blame on other companies for direct credit from their card which they cant close our cards

So disappointed with my virgin money credit card.
I closed my account in 2018 but they said I left it open.
Went to refinance my house loans to be told I had a bad credit rating due to this card.
How can that occur if I always paid on time and when I closed the account it was $0?
I have called them many times over the last 3 weeks to amend this just to be given the run around.
Due to this I can’t refinance during this covid19 times which has left me in financial struggle.
Can’t believe that this credit card that has been paid off can cause me so much grief.
Please do not engage with this company!!!

Honestly 1 star as i couldnt find the No Star button.
Never reply to messages, return phone calls and the call centre promises the world but no one ever delivers.
With Virgin no doubt like to collapse can't see any reason to have a Virgin Money Credit card these days as the points are worthless like the staff promises.

Terrible service from Virgin Money Credit Card. I have never missed a payment & always pay my account in full. I found myself at the Supermarket recently with my card stopped.

So far I've made 3 calls to Virgin - the first call I was bumped from department to department 3 times only to end up where I first called. I week later I made a second call, as issue had not been resolved. I was assured that the issue was now resolved and everything would work by the following morning. Alas no it didn't. I made a call again only to be told it should be fixed within 24hrs - I won't hold my breath.

I understand in uncertain times things can be delayed but perhaps Virgin should consider the idea of 'under promising' & over delivering as their customer service strategy then I would have people like me having to ring multiple times for the same issue that they had assured me would be resolved at the first call.

I actually don’t mind their product but theOr call centre people are extremely pushy and nosy, which really annoyed me.

Looked at a product online and got a quote, then next day someone from virgin money called me, with 20+mins of questions in stock for me, which I don’t understand Because I already got a quote online. I then started getting called everyday, which I stopped picking up. Then eventually I picked up just so I can say no and close the case. The person was extremely, extremely annoying to talk to, constantly asking very personal question and trying to sell after I said no, At one stage he said, “so you are saying you know what will happen in future?” He also constantly asked me if I got involved in a car accident what am I going to fall back on. I had to raise my voice to stop his constant rude questions, and told him that was not what I was looking at in the first place anyway , I was worried about Covid and wanted to get redundancy protection that was all.

I had never spoke to a more annoying sales person And would recommend never leaving your real number with them

Would give zero if I could, they do not return calls, promise you services they do not deliver, and will not respond to emails. I can’t decide whether it’s incompetence or pure apathy. DO NOT USE!!

I just applied for a card and after the service given trying to apply I would hate to be a customer that they already have.
I applied and sent away 2 months of pay slips.
I get a phone call asking for pay slips. So I tell them I have already sent them. They check and say ok I see them here.
A week later I get a phone call saying we are still waiting for your pay slips. I say you called the other week and you already have them. They check oh we do but one is missing. I say ok what week is missing. Oh I will check for you.... I mean shouldn't you be prepaid before calling a customer? So unprofessional it's not funny.
I as I was working with a disabled man and in a shopping center I said can't you just email me asking for the missing week and say what it is. They then tell me I can give you an email address so you can send it to us. I said no you email me and I will respond I have nothing to write with and I'm working. Long story short they can stick their card, if it's this had to get a card from them God know what would happen with a real problem.
Buyer beware

Worst company, put you on wrong credit cards, have every excuse to get out of promotional material.Put incorrect data on credit history.

ABSOLUTE WORST .

I applied for the Virgin Money Credit Card around April 2019. Conditional approval was given. Further information about income etc was requested. As I do not have a scanner the material (all that was asked for) was mailed to the GPO box address that Virgin provided. Despite two emails from me to enquire about the progress of the application, no response was received. Later I received a call, probably from a call centre in Asia, where the guy was very hard to understand. He asked for information about income etc...stuff that already had been sent. Remarkably he said that he could not access the area where that would have been sent! Then he went on with questions, including my address 15 years ago!! I then told him my application was to be withdrawn and told him about the frustration with the whole experience.
A few weeks later I sent a letter addressed specifically to the manager of Virgin Cards outlining my problems and the poor performance of his business. He or she did not have the courtesy or professionalism to reply. And there is the question of what happened to confidential financial documents sent to Virgin cards?
Avoid this mob like the plague, shop elsewhere for your credit card.

Their customer service is an absolute disgrace. After being a customer for over 9 years, my card has been blocked for over 4 weeks and no one has been helping me after several calls.

Probably the biggest mistake of my life was to have a home loan contract with Virgin Money. Their customer service is absolutely terrible.
They also have so many hidden fees which you hit with as soon as you want to get out of the contract. I recently sold my property and to close my home loan I was hit with a $10,000 break fee. It may have been the cheaper option at the start but certainly was not at the end. Please do yourself a favour and stay away from this bank!