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Kerry D

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Review of the Virgin Money, Credit Cards:

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Issues travelling with travel credit card

Very disappointing customer service and process in place for international travellers. I took out the travel credit card for the purpose of travel and currently in country with another month of travel pending. I have accidentally input my pin wrong and they have blocked the card. I am required to go to an ATM and use the pin services except that feature is not available for international cards in the country in Asia that I am in. I have explained this to over 6 customer service reps over the phone at the help centre and they are all clearly reading off a script and not grasping the fact that this not feasible and cannot offer any solution. Surely if they are going to offer travel credit cards to customers they need alternative process in place to offer card security but be able to remove pin blocks when travelling as this can leave people in difficult situations not able to access money and apple pay is not always widely accepted depending where you are so you can not rely on that for all transactions. I have had to use google, online forums and tik tok to find solutions as the virgin customer service team cannot offer any human empathy that this is a real life situation that needs resolve. Reviewed on: 26th April 2024

Kerry D

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