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Liam

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Review of the Virgin Money, Credit Cards:

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Awful customer experience and paper-based beurcracy

LONG STORY SHORT: The call centre staff are not well trained, they are not equipped to do anything over the phone. You can sign-up online without any unusual ID checks. If you then want to do anything. You need to be prepared to do it by post, sending originals, or officially verified copies. ITS 2023, why is it so hard!!? LONG STORY: They have an incorrect DoB for me. As requested I went to a Virgin Money store, where I then had to sign and post a copy of my ID. 2 weeks later, its not updated. My wife has called for a new PIN as an additional cardholder. Told the agent she would fail as my DoB is wrong, they said its fine, fail security, call back get to a higher level and they'll fix it. She failed security, when she phoned back, they have blocked my account and my card. The only way to fix it now is to verify a copy of my passport, send an original proof of address by post and they'll unblock the account (which is yet to work for changing my DoB, I have no faith). The call centre staff don't know what to say but "sorry, its the company policy" on repeat. If I didn't want the Virgin Miles I would just leave it blocked and walk away! Reviewed on: 14th August 2023

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