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Stefan Ivanov

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Review of the Virgin Money, Mortgages:

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Issues switching deals

I’ve been with Virgin Money for many years and previously found the mortgage product switch process straightforward and efficient. Unfortunately, this has changed significantly. I repeatedly select the online product switch option and explicitly choose for the (already very high) product fee to be added to the loan. At the point of submission, there is no indication that anything is wrong. Several days later, however, I receive an SMS stating that the switch cannot proceed unless the product fee is paid upfront. This outcome contradicts the option I selected during the online process. Crucially, customers are not provided with any confirmation or saved record of the options selected during submission — there is no summary page, no downloadable copy, and no audit trail showing which boxes were ticked. This makes it impossible for the customer to verify or evidence that they did not choose the upfront-payment option the bank later claims was selected. I contacted Virgin Money by phone and was advised how to complete the process correctly, which I already do. Despite following these instructions and resubmitting multiple times within a very limited switching window, the same issue continues to occur. This forces customers into unnecessary phone calls and delays and risks them missing narrow product-switch windows, potentially at significant financial cost. Whether this is due to poor system design or a systemic flaw, the process is opaque and unfair to customers. I am extremely disappointed. Based on this experience, I would not recommend Virgin Money as a lender. Reviewed on: 8th February 2026

Review of the Metro Bank, Current account:

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Disgraceful service

I was scammed by an online merchant imitating official government website. I didn’t receive anything but a fake passenger locator form with wrong name hours after my flight. I raised concerns with the customer services as I thought it was a genuine government website and they stated they need bank details to verify my ID but no charge was declared. Many passengers fell victim and issued successful chargeback with their banks. Not Metro Bank which took the side of online fraudsters. Needless to say the website doesn’t even exist as it has been removed by Greek authorities. I received a letter from Lauren Tipping from Metro Bank “respectfully suggesting” me to go to the merchant direct. This despite several unanswered emails which they have on record but haven’t read. I’ve tried to call Metro bank and was transferred from one clueless adviser to another for over 1 hour and 20 minutes. Total shambles. Regardless of the outcome I’m going to close my account with them. This is no longer serious bank with competent staff. Reviewed on: 13th November 2021

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