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Name: David James Wilcox

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Awful product and yet worse customer service

I signed up for the new virgin Atlantic air miles card which replaces my previous mbna virgin Atlantic card. The approvals process took 4 weeks, the card should have taken 7-10 days from approval to arrive. It arrived on day 12 at which point I had already ordered a replacement card, delaying things by a further week. When the cards finally turned up they were blank, ie no 16 digit number, no name and no start or expiry dates. A replacement was ordered and took another week to arrive. Virgin money gave me incorrect international payment details on 3 occasions causing 4 missing payments and a hugely embossing conversation with my customers causing a loss of business. Due to a low spending limit of 5k it takes 4 transactions to make an 18k payment and it takes 5 working days to clear the balance and reset available spending allowance. Two emails of complaint have gone unanswered and it’s three weeks since they were made. An automated email was received to prove that the emails did find their way into the correct mailbox. Over the phone staff contradict each other, are not trained adequately and do not deliver on promises to call back. It feels like the company were established yesterday and are still going through training, Unfortunately if I want to keep collecting air miles with virgin Atlantic I have no option than to tolerate this ameateurish service. Avoid like the plague if possible !! Reviewed on: 14th August 2018

Reply from Hi there, I can see I've went back to your review with us over on Trust Pilot. Hope that helps. Thanks, Abbie Response date: 18th August 2018