Virgin Money Reviews

went with them after being told it was free balance transfer for 29 months and no fees.

Got first bill had over £300 charge on there.

Was told someone would sort it, no one did.

Rang again told charge would stay and I only had 23 months of no charge.

Stay away - liars, poor customer service, inconsistent information and still no real resolution. 4 call - 4 different bits of information I've been given.

Can't even get out of it because the first call back never happened in time when cool off period ended.

Wish I'd read the reviews. Definitely wouldve stayed well away.

Zero exp with Virgin Banking suppose i made a long term deposit , could i say borrow 1000% o n fractured banking principles

I pay the full balance each month and I can now only pay using my Virgin Atlantic Credit Card in store! I have tried online with O2, Amazon and Mr Porter and the card is declined. Someone from Virgin called and said 'they're not dealing with Mr Porter anymore!' What is going on? Are they not dealing with Amazon or O2 either? Seriously, can anyone give any clue? Thinking of cancelling before the rewards plus fee is debited!

Each day a different excuse as to why I am unable to log in to my account! Got as far as the AUTHENTICATION section which is after the ID & password. Tried 3 times checking my details each time.Rang Virgin & they said I must be using the wrong password or ID.They then suggested changing my password which has worked in previous log ins.Reluctant to do this so tried a fourth time 2 hours later & guess what it worked.
Virgin insisted they had done nothing wrong! what a shower,I am now closing my account hopefully they will treat me with some respect & not lie through their teeth

Every few months Virgin Money tell Equifax that my account has been closed and then later on they report I opened a new account. All my payment history for the past 3 years has been wiped from my credit file. I thought lenders were required to accurately report to their chosen credit reference agencies? Not telling them that I keep closing my account and opening a new one making it look like I'm desperate for new credit and have no repayment history. Fix it and stop lying to Equifax that I don't have any credit history with you.

Its weeks since my card application was accepted, an email today saying first payment is due......

I don't gave a card.... my wife got a pin number, I didn't but neither of us have card.

I try to call and it says due to virus nig accepting calls?

What's going on?

App is so low, rarely can I get anything other than balance, regularly just freezes. Website slow, one time passcode regularly not received. During Covid I’ve rang 3 times over 9 weeks for a Chargeback form and have never received it - awful !!

What a bunch of unprofessional people at this company. 1000s of us were denied use of our credit card in spite of us having an impecable credit history.
Then they realise they have dropped a b#%>^*k and tried to say they were being a responsible lender. NOT a sign of apology.....Well here’s one SORRY virgin keep your card ..... I will us one of my many other cards that can do the job properly !!!!

Shocking move by Virgin to suspend 32,000 people’s accounts during a global crisis.

Had an email saying that they were suspending my account so I rang and spoke to a rude telephone assistant who basically said it was my fault for letting my credit score drop below there happy threshold. Problem for them is my credit score is impeccable but I'm on an 0% interest card for another 9 months so that's the real issue because I'm not making them any money. Simple science really. So I will be paying back the full amount when the 9 months interest free period is over IN FULL and the account will be closed. They won't make a penny out of me and I'm advising my friends and family who have cards or thinking about having one with virgin to do the same. I'm upset that virgin can treat individuals like this in time of need especially health workers who will be affected by this is unbelievable really. I won't be surprised when it copies Northern Rock Bank .... 👎

I'm trying to close a savings account and have the balance transferred to another bank. It's proving very difficult, so many requests for one time passwords or other codes and messages supposed to have been sent to my mobile which have never arrived. I've checked they have the correct mobile number, I've spoken to different people on the phone, but I still can't somehow navigate their system to get MY MONEY.

I always have trouble logging into my account and the authentication code never arrived so I've been locked out now. Cant telephone customer service as they closed at 5pm, not good as I now have to get on the phone in the morning when I'm at work.

I've had a Virgin Money credit card for two years, I don't use it often and it is due to expire in a years time.
I received this email from Virgin a few days ago...

"We’ve noticed you haven’t used your card for some time now and have nothing to pay. So, we’ve decided to close your account...
If you use your credit card to pay for regular subscriptions (such as magazines, TV packages or insurances), these payments will no longer go through. Please contact them directly to pay another way – this will avoid any unnecessary charges...
You now won’t have access to Online Service at myvirginmoney.com. If you haven’t saved your statements already, you can ask for copies by writing to us at Virgin Money Credit Cards, PO Box 10234, Wigston, LE18 9FA.
If you’d like us to look at the decision again, please write to us at the address above. We’ll review your request and get back to you within one month of receiving it... "

So in essence, Virgin closed my account and revoked my online account access without any warning because I didn't use it often and owed them nothing!
In addition they gave me no telephone or email option to talk to them about this, instead forcing me to use the post, and by their own admission they may take up to a month to reply.
In these extremely difficult financial times I find this behaviour insensitive and callous to say the least. I was planning to use this card to aid my cash flow over the next few weeks, but now Virgin has pulled this rug from under my feet without any notice.
No wonder UK banks have such a poor reputation for supporting their customers. My advice now to anyone looking for a financial product is to avoid Virgin Money, because they'll make sure they're not around when you need them.

AVOID AVOID AVOID!! DO NOT TOUCH IT!

VIRGIN GUYS - WAKE UP!! How many more negative opinions do you need here to recognize you have serious issues...!!??

This guys are joke!

I have applied for one of their credit card to transfer the balance, it was quite problematic back then I remember but I somehow managed to get through the application process which said I'm going to get 12k credit limit (I needed 10k) I only got 6...! 😬🤦🏻‍♂️ Ok... I was disappointed but I understand, it may be my credit score not as good or something else who knows... I have another 3 cards and all with limit for 12k or more.. But who knows..
I decided to give them a chance and I used that 6k to do money transfer..
All balance was fully paid off some time ago.
Then few weeks ago I've tried to use it as a credit card to pay for something a few times - the balance is zero but every single time the card was rejected. Finally I've managed to give them a call and they said they are cancelling my account because the lack of use for a year..🤦🏻‍♂️ apparently it's all in line with the terms and conditions..🤪🤯🤦🏻‍♂️

What a disgraceful and terrible technique this is!! To block the customer card first and then to claim it was not in use in order to cancel just when is actually needed! 🤦🏻‍♂️

Just a job, very useful!! Especially with all this Covid-19 situation around here... All financial companies supporting their customers in the best possible way - this bunch decided to do the opposite... 👍👏

I'll make sure I will never ever apply for any product from them again.. I advise you to do the same!

Most recommendations on this site speaks for itself..!!

AVOID AVOID AVOID AVOID (or regret later!)

Edit:
Very silly excuse from Virgin... And now all this lies...
The card was being refused on a few occasions that's why I couldn't use it..
Then you cancelling account because of lack of use... 🤦🏻‍♂️🤦🏻‍♂️
If you really that pro-customer (which you are NOT!) you should give us a call and we should have a chat during the conversation you should suggest that maybe I don't need additional card and maybe politely suggest that this is the best way to stay safe..
Well, never mind really, all I want to do I don't want to hear anymore from you, I don't want to keep any card of yours or any financial service - I will make sure I won't. EVER!!!

EDIT 2 🤯🤦🏻‍♂️ - 6 May 2020:
The Guardian
32000 Credit Cards Suspended
Virgin Money reported £7m loss!!!

Virgin Money suspends thousands of credit cards with no warning
Regulator likely to look into move as coronavirus lockdown hits personal finances

Virgin Money has suspended thousands of customers’ credit cards without warning, at a time when many households are on a financial cliff edge.

The Guardian understands that as many as 32,000 customers were told by email on Tuesday that their accounts were blocked with immediate effect, and that they would not be able to make further purchases.

The move, which the Newcastle-based bank said was part of routine “affordability checks carried out by a responsible lender”, took many of its customers by complete surprise.

So today I get an email from Virgin Money to inform me that they are closing my account, explanation.... we notice you haven't used your credit card for some time now so we've decided to close your account, explanation "this will help protect me from the risk of fraud" WT"F its not to help me but to help them, so I haven't used my credit card for some time whats the problem? I can't believe that at a time when families are struggling financially due to the corona virus pandemic that they would choose this time to review and close accounts.

Sorry I cannot give no stars!
Just applied for a Virgin Credit Card. Accepted and have received the card and quite a generous credit limit. So far, so good. As with anything with the name Virgin attached, things are not that simple.
No PIN; tried online to get a PIN, need a customer registration number to log in. Oh they haven’t sent that either. So I have a card and a credit limit; great if I could use it.
To use contactless for the first transaction I have to use my PIN😂😂😂😂😂Catch 22 or what.
Virgin Credit Card, up there with Virgin Trains and Virgin Broadband, not fit for purpose

Was pre approved on ClearScore only using 30% of my available credit wanted a balance transfer 0% 25 months seemed good applied and rejected. Only applied due to pre approved I even have some money in the bank to clear most of what I wanted to transfer but in uncertain times thought I’d play it safe. My credit score is apparently one of the best in the country. Not sure how they work but I have never had any rejections from credit in 15 years.

After adding sms authentication sms constantly fails to arrive. Unable to login so must call customer support where waiting times are counted in hours. Now they closed early so no access to the money.

Cant log on to Virgin money. The telephone access code is gabbled and impossible to catch by anyone without 20-20 ears! The website is designed by an moron. Cant even find a telephone number to tell them about it.moron

I wish I had read all these reviews before started with virgin money. Diabolical customer service. CEO needs to be made aware. No organisation /business is too big to fail.

From my experience yesterday and today I would award no stars if I could. The incompetence and delay of virgin money has wasted four days of my life.

Had a Section 75 claim rejected by Virgin Money Credit Cards that Barclaycard would have dealt with in no time at all. I have referred the matter to the Financial Ombudsman. The Virgin customer service is appalling and I wouldn't touch them again with a barge-pole.
Avoid!

I have never written a trustpilot review but after the awful customer service i have just received from Virgin (including the complaints department) felt I was left with no option. I havent used my card in approx a year as only use it for emergencies. An emergency came up so i was going to use it today. Prior to this, i logged onto my account and noticed my number was out of date.

I sent a secure message to update the number and was advised it was done. My next log in attempt advised i was being sent a one time pass code to my old number to log in after i put the wrong password in.

I called customer service to advise they hadn't updated my phone number, they advised that they would take me through security and update. One of the questions was my last spend, obviously i cant remember a year ago so failed. The agent told me to go through security again as i would probably get new questions. I protested this as advised if any of the questions were relating to last spend i dont know, but could answer every other question. He put me through to another person regardless, who once again asked me my last spend. I was told I would now need to go through to security. I asked to speak to a manager as I had already advised I wouldnt be able to clarify last spend and the issue was due to them not updating my number, despite advising they had on secure message prior to blocking my account.

The manager apologised but advised security could bypass the question, which they did, but then advised as i had gone through security twice i was now flagged as being fraudulent and my card was blocked. DESPITE THE CALL BEING ABOUT THEM NOT UPDATED THE NUMBER AS THEY ADVISED THEY HAD.

Not only was it blocked but they would only unblock if i POSTED (they refused an email) my ID. Frustrated I asked to speak to complaints. The call was just to advise they hadn't followed through on their actions, and had led to them completely blocking my card.

When I got through to the complaints team i spoke to a man called Matthew who was the least sympathetic person I have ever encountered in customer service. When I advised I was dissatisfied with being led down a rabbit hole which manipulated me into being flagged as fraudulent when the issue was virgin not updating my details, he advised that they were unable to tell me that I was going to be blocked because if i was a fraud i would then know to stop. He seemed openly to try to deter my making a justified complaint by quoting process and telling me I had to send the information in the post "if thats what they told you to do".

As previously stated I wanted to use my card as an emergency - so got a bit upset on the phone - not overly - but still this was met with no empathy and I was told he needed to "note all this down" and it would be looked into within 8 weeks. Obviously at that point i lost faith in this being treated correctly so advised i wouldn't complain and asked where i should send the ID - he then very audibly sighed/huffed and proceeded to tell me its not his department before giving me the address.

I was on the phone for over an hour, for what was just a courtesy call to advise they hadn't updated my number yet. I have come off the call feeling foolish, like i had done something wrong, and now unable to use a card i would of been able to if i hadn't followed their instructions.

I WOULD HIGHLY RECOMMEND AVOIDING.

All I can do is reiterate comments others have made.
I believe their fraud detection systems are not very well implemented and they don't have adequate cover from all departments to support 24/7 security departments.
I had an online purchase blocked. At this point my account and app logins were still working.
I called up, passed the security checks and proceeded to spend half an hour waiting for a security specialist to unblock my account. I was asked multiple times whether I was using a new phone or a new device and I explained that I was using my home computer on my home internet connection, the same as I had done since I signed up for the credit card.
Eventually, he said he'd completed whatever needed "fixing" and asked me to try the purchase again. Needless to say it failed again where at which point, he said he was going to speak to his manager and after a long wait, my call was disconnected.
I tried logging into my online account and was now unable to. I also tried my mobile app and that was now blocked too. I called back and waited a further 20 minutes to get through to the same security department. Once I eventually got through, I was told that my account was now being investigated (?!?!?!) and had been referred to a department who only work weekdays in normal business hours.
In short, there was nobody providing cover over the weekends to fix whatever the first security agent did to completely break my account.
Utter shambles. Complaint lodged. New CC successfully applied for.
Should've seen the warning signs when a Credit Card company in 2020 doesn't support Google Pay.
Stay away from these amateurs.

Requested money to settle credit card twice in two weeks... my husband had not even passed away 2 months and they were aware of the legal process I was going through.
Unsympathetic and unprofessional even in times of grief.