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Lucy Desmond

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Review of the Metro Bank, Current Account:

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AVOID THEY WITHHOLD YOUR CASH

BEWARE. THEY DO NOT LET YOU WITHDRAW YOUR MONEY! I understand this bank does not have branches in all cities. This bank is not accepted at local post offices either. So you have to go to pay to use ATMs or go into town. As a disabled person these limited ways of withdrawing cash were causing issues as I wanted more than the maximum daily limit (£300) in one go. So I called the customer service line and received the all clear for a “large” cash withdrawal - I do not class £1000 as a large withdrawal. However, I had to withdraw the money in 5-10 minutes. I told the representative I was not near a bank that day. I was told to call back when I was outside the bank/ATM and wanted to withdraw the money. Two days later I did just that. The first representative had me explain the situation. I was then passed to her colleague. Where no information was passed on and I had to repeat myself. I was told it would be a two minute call. 30 minutes later I still have the extremely unhelpful representative asking me to hold and asking for a second time why I want to make “such a large withdrawal”. I was stood in the bank, not good for my disability after several failed spinal fusions and a chronic pain sufferer. The representative was not in any way empathetic to the fact I had special assistance on my file. He did not increase my withdrawal limit. He would not put me onto a manager. Absolutely livid I drove home, frozen food thawing due to the amount of time spent on the phone to metro at a bank where I could withdraw the monies securely. I called “customer service” again - I use this term loosely for this “bank”. I request to speak to a manager. After 20 minutes I’m told I can speak to a supervisor not a manager. I said that I wanted to speak to a manager to make a formal complaint about staff withholding MY money. So I then ask to close my account. I’m then asked “why”… Seriously? - they can see my notes and brief exchanges with the current advisor. I’m then told the current advisor cannot do this, I’d have to be put through to a different department. Whilst on the phone to this authoritarian money withholding pathetic excuse of a bank I’m on my laptop opening a new account. I find they can switch my account and will pay me to do so. So I put the phone down whilst holding for the closure department and do a switch online - with a real bank that lets me have a daily limit of £1000 if I want it, no 5-10 minute window to get my cash and single use. My message to everyone about this institution is to avoid them. Your money is not safe here. The fact they don’t want you to withdraw cash proves that. TO METRO - IT IS MY MONEY IF I WANT TO WITHDRAW IT AND SET IT FIRE THAT IS MY BUSINESS NOT YOURS. HOW DARE YOU! DISGUSTING! Reviewed on: 7th July 2023

Review of the Virgin Money, Credit Cards:

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Not very user friendly

Could do with an app. Also need a better breakdown on statements. Real for idiots style would be appreciated. Reviewed on: 13th January 2019

Reply from Virgin Money Thanks for getting in touch Lucy, we don't have an app right now but it is something we're currently working on. We'll let our customers know as soon as there's any news to share! Thanks, Jane Response date: 14th January 2019

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