Virgin Money UK

Transferred my business account to Virgin as there are no monthly charges. My only criticism is that the switch option is not obvious on the website. I had a 40min que to the call centre to be sent a link to complete the form. The Scarborough branch were very helpful dealing with the forms, scanning and sending off

So easy to apply

Easy to follow instructions and full communication during the process. Payment of existing credit card handled speedily and effectively

I discovered a direct debit had been set up by Virgin Money as my bank contacted me by post early this week, I requested my bank to cancel it as I owed no money to Virgin. Afterwards I called Virgin Credit Card explaining they had no right to contact my bank as I had not joined this company and there was no balance owed on my credit card with them. I have closed this credit card due to this. Today I received correspondence from them dated 5 days ago mentioning suspicious activity on my card - if they believed that then why did they personally contact my bank to set up a direct debit? Disgusted by this.

Online account application went smoothly and quickly with a positive outcome.

Because of cost of living increases I had to stop my monthly payments to my Regular Savings account and found I had to phone to do so. After a bit of a wait, I was connected to a very helpful lady, who didn't ask why, or encourage me to keep the account. She advised me of the quickest way to arrange this and then asked me if I required closing statements and confirmation when it had been completed. An excellent experience.

Very long set up process - over a week and still dont have bank card. Poor communication. Left hanging for days. Setting up accounts should take minutes or hours not days. Revolut can be done in minutes and additional currencies in seconds. Traditional banks need to get their ducks in a row..?

Easy friendly and very helpful

Quick and easy to set up. Ease of the app. Good communication .

The card was easy to use and I was happy with the card

reported my virgin money card lost on 4th Sept said they sent replacement card and pin number out on 6th Sept still not received it shambles of a bank

Very helpful staff, and very easy to do what I wanted to do.

The whole process was very simple and quick. I love my new card and would recommend Virgin Money to anyone looking for a new Credit Card.

Easy to apply. Helpful staff.

Sad to see a good bank go rotten. A glitch in their system ended with them taking my monthly payment twice and refusing to refund one payment saying my bank should be doing the refund. This is despite their site saying Oops there’s been an error try again!!! So they have walked away with an overpayment which has put me in credit and I have to wait 3 working days without funds belonging to me are even considered for return. I call that theft!!! I’ve received a response from Virgin who are clearly unaware a complaint has already been issued. Maybe they should check what’s going on before commenting What a shame Virgin can’t refund a payment taken by a glitch in their system as quickly as they took that money. Also a shame they can’t respond to messages/complaints as quickly as they have answered a bad but honest Review

Applied For business Banking Still waiting a month later. Filled in all the forms, sent all the ID info Passport, Photo etc. Recieved an email saying we will contact you shortly, thats a month ago. So applied to Monzo, sorted in 24hrs and card arrived in 3 days. So take your pick

Easy to complete opening the account online, a switching service is offered. Used the chat service too, very quick and helpful reply

All fine until they blocked my card. No problem with security kicking in, but to get things unblocked is very poor compared to my other credit card provider who sends a text and with confirmation, back to normal. With Virgin, you have to call, spend forever waiting, or find a time when the queue is less than 45mins, then go through a long-winded Q&A with someone I couldn't understand too well. When done, one's App stays blocked and had to delete and set up again. Seriously, if I have to go through that a couple more times, I'll stick this card in the bin (after cutting it up - security is important remember!)

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.

The products do what I want and need.