Virgin Money Australia Reviews 

If you’re going to run a bank online then you need to have good software and great communication staff. The staff themselves are pleasant but getting a different story on each call (that’s 6 calls & about 3-4 hours SO FAR) when I’m banking a LOT of money just does not cut it

Awful service, awful product, awful experience. Didnt get my bonus points amd couldnt get through to check why not...Then live chat went off for months, phone calls were over 30 mons wait.
Closed the account and never again

Don't trust your money with virgin money. Virgin money keeps deleting my scheduled withdrawals from my savings account. I have called customer service many time and get a different story every time and promises to find out the problem and contact me back, still waiting for 3 weeks now. Their app chat help doesn't work so have to wait on the phone for hours just to be told they will check out what is the problem. Looks like I will have to get the banking ombudsman to get my money back.

Long waits on phone. While waiting on phone only told you are progressing. Not given any place in the queue or estimate time before speaking to someone. Automated message tells you to head over to live chat. You go to live chat and get the message it is unavailable.
Absolute worst customer service.

DO NOT put your money into a Virgin Money account, or trust them with any kind of home loan or credit card. They are completely uncontactable when a fraud event happens, unlike all other banks I’ve used. Their customer service is terrible. 3 times I called in 24 hours and they either tell me they continue to tell me they cant help me because they’re having technical issues. They even said “try call back in an hour” and hung up on me. They said they can’t block a pending transaction even if it’s fraudulent and that they can’t help you with a dispute, yet there’s no where to do it online. With so many scams out there today, DO NOT trust Virgin Money. I had an issue where someone stole my card details from CBA and they immediately actioned a dispute and got my money back. I think I’ve just lost my money through Virgin. Don’t bother with the virgin creditcard points, you can get the same from Westpac with a better service.

i haven't been able to access my money for over 4 weeks. my balance is at $0 when i had a few thousand saved for Christmas (the worst and most stressful time for us most). it took 14 phone calls and waiting hours on end to get through. there service is beyond poor and i will be closing down my account immediately when funds have been accessed

All was well until I tried to close my accounts. Keep getting an error through the app and have contacted customer multiple times who either tell me to use the app or tell me they have closed accounts although they haven't! I have been trying to choose these accounts for over 2 yrs now, have not used them in all that time. Tried again today to no avail. Do not open an account with Virgin Money as it is impossible to close it!

The worse insurance ever

Don’t ever trust this company

Had been enjoying the functionality of the Virgin Money Apps spending tracker by category but the new app deployment has been a complete joke. Over a month of zero functionality. How did this happen? Probably looking for a new credit card provider in the new year.

I have NO access to my bank account since my credit card was APPROVED 6 and 1/2 weeks ago on the 30/10/25. My CC is active, yet i have no way of seeing transactions nor pay down expenses. I have submitted multiple tickets with Virgin Money Australia over the phone, I have received no emails or followup calls in regards to this matter. Wait times to get directed to appropriate department can be up to 3 hours. Any advice would be appreciated, please help me get access to my account.

Like so many others, we are locked out of online banking and the only solution is to call Virgin Money. We have spent hours on hold to speak to someone before needing to give up each time. We have no visibility of our account, don't know how much we owe on our credit card, suspect our BPay reference is no longer correct but we can't find out what the new one is, etc.. We're at risk of fraud, interest charges, fees, credit rating harm, etc. because Virgin Money's online banking system upgrade has gone so badly wrong and they don't have enough staff or fallback mechanisms to deal with the issues caused.

The worst customer service EVER experienced. They didn’t transfer point spend to velocity. Impossible to talk to ANYONE, wait times of over an hour. Do better Virgin.

Had to call Virgin, waited 90 minutes and then 30 minutes on call as I could not pay my card payment due to a new computer system that had locked my Bpay payment number for the last week. They said to try each day till a payment goes through. I tried everyday and on the 6th day a payment was able be processed. They said I would not be charged an overdue fee or interest during this time. To get my statement I now have to log onto a website, where in the past the statement was sent via email. Everything is now skewed to an app on your phone which I do not use. So on my PC I log on get the statement & interest and overdue fees are on the bill. Another 2 hours on the bloody phone for $40. as there is no other options for contact. Grrrr

Since their migration to new app I haven’t been able to pay my credit card bill with them via BPAY
Their status on app says we MUSt use bPAY to pay virgin credit cart
I’ll try to go and pay at the post office today and see if that works
BUCk up your service Virgin. This is totally ridiculous

Deplorable service. They updated their ‘platform’ three weeks ago and I have encountered multiple problems accessing my account, checking transaction and simply trying to get answers. Have spent hours on hold as their ‘Chat’ function does not function. Cannot speak to anyone. Do not touch this business if you don’t have to.

SO BAD. They've locked my out of my account. No one will answer the phone. I CAN'T EVEN BLOCK OR CANCEL MY CARD. I've been trying to call for 12 days. I get put on hold EVERY time. I've been on hold for over 8 hours in the last 12 days and I've had to hang up after over an hour 6 times.

Virgin Credit Card service- lift your game, you will lose customers with your new website and credit/banking website and account. Followed instructions nearly two weeks ago after migration to the new system. Was able to log on to discover the new credit site is a poor shadow of what it used to be, very unfriendly to use and hard to navigate- if it ain't broke don't fix it! Short time later, I needed to log back in, then the site tells me I have been temporality restricted. I phone, wait for 2.5 hours to be told they cannot help me and to call back, following morning, call again, wait another 2.5 hours only to be told they will pass me onto someone that can help and guess what, they can't! Tried again this morning, on the phone from 9 am till 2.pm, passed to another two staff, who, wait for it...... are unable to help me! Lord, give me strength!

After having updated my details as per Virgin Money's instructions (due to a recent transition to their new system), I was prevented from logging into my Internet Banking account. I was directed to call 138151 to enable access, and was on hold for 44 minutes before speaking to someone. They verified my details, put me on hold again for 15 minutes while waiting for someone in another section to answer. This person was unable to rectify the problem, so has raised a ticket with the IT department, but still unknown as to how long it will take to fix. Total time on the phone was 1 hour & 16 minutes with no resolution as yet. Even tried emailing via the website "complaint" page, and even that didn't work - asked me to call them instead (not likely!)

Zero Stars!
On hold so far for 45 minutes!
It tells me go to the app for faster service, no one is there to help.
They took my money in about 0.026 seconds, but getting back is taking days.
Now I’m just hold, no idea of how long this will take. To top this off the criteria you need to make any interest iOS absolutely ridiculous.
Worst banking experience ever!!!
Never again

Trying to pay my bill via BPay as I always have. Invalid reference number is the error. Checked invoice same reference number as always also checked with bank reference number no longer valid. Used chat function connected my with "banker". Explained problem answer was reference number is on invoice if you can't locate it ring a certain number. Told her I used the reference number on invoice which hasn't changed from previous payments and got same response back. Have tried ringing on 4 different days and been put on hold for more than an hour and had to hang up due to work commitments etc.. Now looking for another credit card provider and if they slug me with fees due to lack of customer service they can take me to court