Virgin Money reviews and complaints
The good, the bad, and the ugly - discover what customers are saying about Virgin Money
Welcome to our customer reviews and complaints page for Virgin Money. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Virgin Money.
On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Virgin Money's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.
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I am tired of your disgusting service
Every month, I pay R500 via a schedule payment to my Virign Credit card and then the balance via EFT. Last month I paid in the same way. I now get an sms telling me I didn't pay, when I call the call centre they tell me it's for R77. I told Pontsho to check that on the 20th I paid R500, and then the rest. She had the audacity, to tell me that I didn't pay and that what do I want her to tell me when I didn't pay my account. When I asked for her manager, she screamed at me saying they are in a meeting. This is the same treatment my husband had to endure and he just decided to pay off the account and close it. With all the ventures Virgin is embarking on, can you afford to treat your clients like this, and have such people working for you, who can careless about your business. I endure to pay off my account and have nothing to do with the Virgin group ever again...
Failure to inform change of contract
I have a VM card. This last year has been quite difficult because of the economy. I had a new contract worth enough to put in a a substantial amount so that I could pay my monthly amount plus a lot extra to be used again through the following month. I was never notified that there would be any change & only after I had paid over nearly half the card limit, did I receive a textsms to the effect that they had taken all the money and reduced my credit limit to the point where I was now again over the limit. So I must yet again pay! THIS IS ILLEGAL. I am now starving as the money I had budgeted was taken and I was never given notice that the card was being reduced! When I called the call centre I was told it was because my credit rating at the credit rating agency was at fault. I got my free report and the rating is fine - they lied. Because they did not warn me in advance - I was unable to effectively plan my finances and this is what the FICA act is specifically set up to put a stop to! Then the call centre harassed me about not paying in when I had just put in 7k! I should have had at least 6K available!
Card application still in progress after 5 weeks
We have applied for a Virgin money Credit Card 5 weeks ago. Every time you phone to get status update thier responds is, 'it takes 48 hours to answer a query' How many 48 hours do they need to give you a simle answer as to what is happening.
Do they want us to sent Richard Branson a email to attend him to the *** service.
Take money from my account without my consent
How the hell can you just take money from my account without asking me first. My wife transfered money to my account so that she can use it at a later stage, but then you just go and ***** her money out of my account, We do not have money for food as we went to buy groceries and wanted to withdraw money I saw that you took her money. How the hell can you do this. I want this money back in my account by no later than 9:00am on Monday morning as apparently you useless people are not working on a Sunday. I want this back into my account otherwise my wife will make a case against Virgin Money for ******** he money as you had NO RIGHT to take this money. I made an arrangement to pay something towards my Credit Card every month and which I do. Refund this money immidiately and sort this **** out. You cannot just take money where and when you feel like it. We must also live and then you take money that is not even mine.
I have recently discovered that my card has been placed on hold until my credit rating has gone up. Because I had not received any statements for the last 19 months or so, I had been paying what I thought was a fair amount (and the card was working, so I assumed my amounts were fine). Upon investigation, it was discovered that my email address had been captured incorrectly, ergo I had not received e-statements, ergo I had paid the incorrect amount, ergo my rating decreased.
Thuli Nhlapo (Customer Services) has given me good and prompt service - thank you Thuli. However, she informed me that the email system is automated, which means that if my email bounces, nothing is done about it, unless I call in. I understand that the consumer has responsibilities reagrding their finances, but I am paying for a service (statements and admin) that I am not receiving, and by not receiving said service, I am obligated to pay for a phone call to inquire about it. So while I am satisfied by the service given to me by Thuli, I am not satisfied that I still have to wait a few extra months before gaining access to my card, which would not have been placed on hold if I had been notified timeously.
I have just been informed by the Virgin Money customer services team that Virgin Money have taken all of the funds from my prepaid MasterCard not because I have any other accounts with them that are in debt (I have no other accounts with them), or that I owe them money in any way, but because I have not used the card for a while. Apparently they see this as fair and honest. Perhaps I should look to open a regular account with them with an overdraft and then leave it in active for a while and then just say I've taken the money for myself via the same logic. Absolutely scandalous actions that in my eyes show a complete lack of morality.
I logged a query through the Virgin Money website on 5 Oct. By the 13th Oct I had not yet received a response, except for an automatic mail that I received on the 5th stating that I would be contacted in 2-3 days. I sent a follow up mail on the 13th asking for feedback and it is now the 16th and I have heard absolutely nothing.
Please please please please could someone contact me - that would be great.
In these times of financial crisis, I would really expect that institutions such as Virgin Money would endeavor to look after their clients who have never missed a payment.
I think this is one of the worst banking services that is available. I was promised that my card will be sent to the Post office as I won't have my ID copied and give a copy to the courier (as per the banking ombudsman instructions). This I have on an email. They promised it will be done in about 3 weeks. This is 10 weeks later and still no reply. When I enquire this morning there was no such instruction.
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