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Jade Moger

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Review of the Virgin Money, Cash ISA:

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Terrible customer service, poor communication - refusal to release funds!

On cashing in a stocks and shares ISA due to the uncertainty following Brexit I have had to contact Virgin Money on 6 separate occasions to find out where my money is. The honest truth is after 3 weeks they told me they could not release my savings to me unless I confirmed what I wanted the money for. Now, this may seem as unbelievable to you, as I must admit it was to me, on hearing it. But it's true. To be told "I don't know when we'll know the release date of your money and yes it should be treated as a matter of urgency but of course I cannot guarantee it will be." (I had to invent a reason as they wouldn;t accept the poor customer service and returns as a valid reason) Money being a thing we tend to like a certain amount of professionalism and certainty about, I feel you may understand my subsequent concern. Unfortunately Virgin Money do not seem to. This is following an executive decision last year to change dividend payments from 6-month interval payments to yearly payments. If you're still with me - great (or not - for me at least) this was done without any pre-warning or information passed to customers and what amounted to stalker level harassment on my part to get some information. The moral to my sad and tiresome tale, is please be warned, poor service, head-splittingly bad customer service and frankly terrible returns. This is a definite no from me. Reviewed on: 16th August 2016

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