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David Owusu

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Review of the Virgin Money, Essential Current Account:

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Incredibly poor application process and customer service

DO NOT WASTE YOUR TIME! Really disappointed with the customer service my fiancee and I received in trying to apply for a joint M plus savings account. We applied online, had issues with the application not registering postcodes and also not processing my fiancee's application alongside my own but rather creating a completely new seperate application although it was activated through the joint link that was sent to us via email. Then over a month on from this not being registered we had several phonecalls to Virgin Money, being held on hold for hours only to finally have the application completed for my fiancee over the phone. There was then radio silence for another 3-4 weeks only to call up again today and be told by one assistant that there is a problem with the application that the sales team will fix on our behalf. Then to wait on hold for another hour to be told that the there is nothing the team can do and that we have to reapply again from scratch. Zero communication to us throughout the time when there was issues with the account, staff tried to push the application along but only when we put pressure on through calls to only be put back to square one and not have an account set up by the end of this process. The final customer service rep, offered no support in investigating what the cause of the issue was or how long we had been struggling with this process. Incredibly poor customer service, not helpful in trying to get us to apply. Reviewed on: 18th May 2022

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