LR

Sep 12, 2025

Appalling telephone system. Cold customer service

I needed to add a phone number to my credit card account. I tried to complete via the app, but after finally getting someone human to communicate on the chat they said I needed to call customer services. Tried for a couple of hours yesterday to get through. Had to listen to lots of recorded messages but every time I finally got to the 'press a number' bit, it either cut off or returned to the loop message. Finally got through this morning to an advisor. I couldn't remember my password. She told me to call back and 'fail' the password again and that the next advisor would put me through to another dept to resolve. I asked her why she couldn't just put me through as I'd never recall the password now, but she refused stating that's the process. Tried again, got cut off 3 times then got through to a helpful guy who put me through. I explained to the next person that I wanted to add my partners telephone number to the account so that they could use their card effectively, but had been put through to her as I couldn't recall my password. She advised that they would send me a link to upload documents of proof of identity and that it would take 7 working days? AND THAT MY ACCOUNT WAS NOW BLOCKED!!!. I was absolutely flabbergasted that a simple request had blocked my account. She showed zero empathy about this and repeated robotically it was MY responsibility to remember the password.( yes, I got it the first time she told me. I didn't need to hear it again and again!) So after all the frustration of trying to get through to Virgin for a simple transaction, listening to the same recorded message over and over and getting cut off, my card is blocked and I am well and truly told off by the advisor. Some empathy from the advisor would have been appreciated but all she wanted to do was repeat the rules and follow the instructions on her drop down menu of stock answers. I only keep this card because of Virgin Atlantic points. Virgin Money, your whole communication process and the tone of your advisors is a big 1 out of 10. You operate under the Virgin brand and customers therefore expect a quality service level from ease of making a telephone call, to speaking to someone who demonstrates care to customers even if they are giving out bad news. It's been a really poor and frustrating experience.