Someone at Virgin Money decided to turn the credit card management website off which is how I have always managed my card. (whoever made this decision should be removed from their position for incompetence - whoever heard of a bank in the 21st Century without online banking/card management via a website?).
I rang to see how I could get access and to ask for my card details as I can't find the card (no card - no app access). They can't be provided over the phone and it will be 7-10 days for a new card.
I asked the question 'how do I manage my account if I don't have a smart phone?' I was told you have to ring which means sitting on hold for ages - there is no other option.
I was asked to go through extended security to order a new card - part of the security questions involved answering questions specific to the account which I don't have access to so I failed security and have been told I can't order a new card! I was transferred to a different department, (had to sit on hold for 15-20 minutes to try and go through security again), which I failed again because I was asked questions specific to the account (again). The account is now locked and I can't access it without sending (via Royal Mail - there isn't even an email option)photographic ID to ID myself (I've allowed my passport to expire as I don't see the point in renewing at the minute due to Covid), the options for ID are limited and strangely I don't have a firearms certificate. So its now effectively impossible for me to access my account.
I asked if I could close the account and was told 'no - account is locked', if you don't have the photographic ID it will have to go through a complaints procedure that takes up to 8 weeks (even then there is no guarantee the account can be accessed)
I've never heard of anything quite so ridiculous......
I also requested all of my information that Virgin Money holds on me under the data protection act (a subject access request) and the request was denied on the grounds that the account is locked - they said I can't verify who I am (my understanding is they are not allowed to do this). I pointed out the account lock is irrelevant, I'm asking for the information to be sent to my home address which is registered against my account.
Reviewed on: 1st February 2021
