Virgin Money UK Arvostelua 12 896

Been trying to get statements for my daughters account for two months, customer service staff (via telephone) are clueless and never action anything you ask them to.

I usually write reviews when I think a company needs praise but this time I am so upset about the way I was treated by staff in the Scunthorpe branch. Humiliated even.
The woman behind the counter spoke to me like I was simple.
I have all the details regarding Virgin money and Nationwide joining business and a memo written by a different member of staff regarding how this would affect my account. (26/3/2026). I needed to close a bond through no fault of my own and that I would receive an exgratia payment as a sign of goodwill from Virgin money for the loss of interest.
I called into the branch to ask when I would expect to receive it as my bond was closed 31/3/2026.
This woman who was on duty yesterday 20/4/2026 said you have been sent the details of the transfer and I would not receive any recompense for my loss of interest and I should think myself lucky I wasn't penalised for closing the bond which I had no choice about because of the merger and the FSCS limits.
Well that woman needs retraining as she will find that I am correct and entitled even though it is a kind gesture from Virgin money because I have lost several hundred pounds in interest.
Another assistant stood behind the counter looking at me as though I was something on the bottom of her shoe.
I've never had a problem with Virgin money staff before but this woman and her colleague need to learn people skills.
I hate the idea of ever going in that branch if that rude obnoxious woman is serving.
I hope she reads this and realises she should not be humiliating people like me who have been customers for over ten years and am not beneath her.

Can't believe how easy and simple it was to set up. Easy to use app and website. Spent 5 days trying to open an account with Tide and gave up. Logged onto Virgin and within 15 minutes was all set up and ready to go. Thank yo.

My account was blocked due to fraudulent activity . I called the fraud team as advised , they sent a link so I could produce my passport /driving licence and also take a photo of myself , they rejected this as they said my id didnt look like me . They then advised they would send a code through the post , three times they have said this but to date I still haven’t received any correspondence from
Them. So I travelled 112 miles which was a 2.5 hour round trip to their Peterborough branch, I produced 4 items of ID , a member of staff rung through the th fraud team
Who advised that I would still have to wait for the code to arrive . It still didn’t arrive so I called again and was informed that they were sending out a cheque and would then close my account . I rung last week & was told
The cheque was in the post a week later I still haven’t received the cheque and have called again today to again to be told it will be posted today. This has been on going since 9th March 26 it is now 20Th April .
All I want is my money they have hold
Of . Have even emailed the CEO but surprise surprise have heard nothing at all

Out of the blue, access to my credit card app was blocked due to ? Fraudulent activity. They wouldn’t tell me what’s going on. I was treated like a criminal for missing a couple of minor details. Had to call them repeatedly. They asked me to prove my identity. I did but that didn’t take me anywhere. The blockade continued. I’ve never been through so much anguish not knowing if my money was stolen. Finally I closed my account once the balance cleared. Heaved a sigh of relief. Never again.

Very helpful and quick service. Customer service was great and I am please with everything so far.

Both my card and app were locked down due to fraud on Friday 10th. Waited 8 days for the new card, which is already incredibly long. When I called on the same day I received it (Saturday), I was transferred to someone who could unlock everything for me. She refused to wait for me to access my app and told me to wait and try again later if I didn't get through. If she had waited maybe then she would've been able to tell me why the app was telling me to call them instead of having to wait till Monday. I called back twice after the first call and they were unable to help me because the app team was closed.

I finally got through to them today and I am told that they've issued me yet another card last Thursday (a week after the fraud)! No reason given for this, just told to dispose of the card I literally just received and wait for the newest one. I'm already on day 10 of waiting so by the time this card arrives I will have waited at least 2 weeks. I'm unsure why this is a detail I had to wait to find out from the app team specifically.

To top it off, I couldn't select a plan for my direct debit due to being locked out of the app. I couldn't check my statement as that is done through the app. Given the amount coming out of my DD at the end of this month, despite me not having made any purchases since March, it is possible one of the fraudulent transactions is still on my account. I can't be sure. This has been some abysmal customer service and I will be closing down my account at my earliest convenience.

It was easy to do and I had an unexpected follow up making sure I had achieved everything I wanted.

Very easy to access & complete the application

Terrible support when I was scammed !
Set impossible deadlines to send supporting information by LETTER only.
Do not use this credit card service.
I received more help from the scammers than my own money lender.

just avoid, no branches in London or South, service is slow and terrible. i am moving my account with pleasure

I’m extremely disappointed with Virgin Money’s handling of my recent credit card dispute. I raised a non‑delivery issue back on 28 February and was told a temporary refund would be applied while the investigation took place. That refund never appeared.

I called again on 8 April and was told it was a mistake and would be added “as soon as possible”. A week later, still nothing. This is now the second major issue I’ve had with them in two months, and the lack of follow‑through is unacceptable.

I’m seriously questioning whether to remain a customer. Virgin Money needs to take accountability and resolve this immediately.

Terrible customer service my flight was cancelled so I ask for a Section 75 or chargeback both were declined but I can appeal as no one is interested I’ll just do it online and receive another letter saying they can’t do anything. So I’ve lost nearly £1000

How does sending out a new card after suspected fraud take 7-10 working days. All my other cards came within 3 days.

I am nearly 70 in July and I close my Double Take E Saver on Wednesday 15-4-2026 and the money has still not been received in our Nominated account at Nationwide.
I have called numerous times but no one is helpful.
I will never recommend anyone to invest in the company.

Very quick service, much faster than other high street banks. My business current account was opened within 1-2 business days, while others can take weeks. Their website and app are modern and functional. The online application was straightforward. During the process, I was contacted multiple times to confirm details. After opening the account, I received a personal follow-up to welcome me and offer assistance, unlike other banks that only send a welcome email.

Yet again I am writing regarding, terrible experience we are having with Virgin bank.
Last week it was my business account, this week my 85 year old father who is in poor health, both physically and mentally has asked me to post this to tell his story (myself and my sister do have power of lasting attorney although voluntary with my fathers blessings as he has pretty much full mental capacity).
His name is STEPHEN WARD KNOWLES of WHALLEY, round 10 years ago he opened an online savings account with Virgin, there is a large amount of money in this account but he has not touched it in years and can no longer remember his password.
It has taken us 2 months and 4 visits to Virgins Burnley branch to get to the point where we got a new password and got into the account only for it to say "ACCESS DENIED" - so we took it to the Burnley branch (again) and they said it was not a security team but the computer itself that had put the block on the account but that the messaging system still worked so, whilst at the branch, with a member of Virgin staff, we sent a message through the messaging system stating my father wished to close his account and the money sent to another of his bank accounts and we added the account number and sort code.
The member of staff said Virgin HQ may message back asking for confirmation but they would transfer the money and close the account - two weeks later, no message from Virgin HQ and no money landing into my fathers stipulated account with another bank which is nearly out of money. My father has since accessed the messaging system again within the Virgin account but again has been totally ignored.
He rang me today to say he has just received a final notice demand for a large bill (£10,000+) he cannot pay until he can access the Virgin money.
He is in total despair - 85 years old and is contemplating the humiliation of being taken to court for not paying someone he owes money too, just because Virgin bank continually fail to transfer the money to another of his bank accounts with a rival bank - how can this be allowed to happen in 2026??
Tomorrow I have to take another half day off work to go pick him up, drive him to Burnley branch and plead with them to do as he asks.
They are nice people at the branch but pretty toothless but it is the faceless cowards at Virgin HQ to blame and who do NOTHING to help us. Also, last time I was in the branch a member of staff told me that the branch does not have a direct phone line(s) with HQ, they only have an internal messaging system - how crazy is that??
Tomorrow, Virgin will respond to this feedback and say how sorry they are and this shouldnt have happened etc - please don't bother, your soft words mean nothing to me or my father, we get that from branch staff every time we go in looking for their help.
NO, I have given you my fathers full name and town - you can find his account, access the messages he has sent you (the first one was from Burnley branch with a member of staff present) and you can follow his CLEAR and EXPLICIT instructions and transfer the balance to the bank and bank account he stipulated in his first internal message to you - Get it done or we will have no choice to go to the banking ombudsman!

awful to deal with... staff are vile and they really don't care.

Update.
No I won’t reach out to you.
You passed my call to 3 different staff last nite then hung up on me. Awful attitude…. Shame how fast you responded on here is great ….not the same experience I had

It was great to get a welcoming call to check my account was set up ok, and to check if I had any questions. That felt really human in a world that is focusing on automation.