As a customer of over 65 years, firstly with the Yorkshire Penny Bank, yesterday I went into the Halifax branch (Virgin Money) for the first time as I wanted some face to face financial support. Why Halifax, because my original branch was closed several years ago and the replacement branch was closed recently. The third branch I was assigned (not Halifax) would be three different bus journeys if I did not have a car. So clearly Zero thought went into that decision as Halifax is nearer to my home. Gone are the days when you knew your Bank Manager.
I have for a number of years been named on an account of a not for profit organisation that has to pay monthly banking charges because of the type of account we are forced to have. Several attempts to get these fees waived have been met with no understanding or real sympathy. Again Zero customer focus.
Imagine my surprise yesterday when I went into the bank in an effort to deposit some foreign currency into my account, knowing that there would be fees and maybe not a favourable exchange rate, only to be told we don't do currency transactions, this was stopped several months ago. Another indicator that Virgin Money has Zero customer focus.
As a major shareholder, Sir Richard Branson, a person who I used to admire would do better focusing on the business rather than space travel.
Businesses need to focus on their customer base, in my successful business career we always understood that the customer with the £100 order was as important as the customer with £1,000,000. Loss of customer focus usually means the business will go downhill.
Paul H
Disgruntled and Dissatisfied Customer
Reviewed on: 19th May 2022
