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Virgin Money Reviews

Ratings based on 1045 reviews Last review 5 days ago
4.38 / 5Great overall rating

Virgin Money reviews can help you to find out more about this bank founded by Richard Branson back in 1995. So if you're looking to find out what's great, what's ok, and what could be better, be it about the products, service or channels on offer, our Virgin Money reviews are here to help! Smart Money People is your place for Virgin Money reviews.

5 756
4 139
3 30
2 27
1 93

Your Virgin Money Reviews (1045)

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11th November 2019

Claim for missed flights

I took out the Virgin Money travel insurance (silver) and had been with them for a couple of years. Whilst travelling to Australia I unfortunately encountered a cancelled flight and as a consequence then missed my connecting flight home. The Airline...

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I took out the Virgin Money travel insurance (silver) and had been with them for a couple of years. Whilst travelling to Australia I unfortunately encountered a cancelled flight and as a consequence then missed my connecting flight home. The Airline that cancelled the flight said your insurance company will cover any financial loss for re-booking. Not Virgin Money they declined the claim and costs straight away stating it didn't fall into their category of claim. That category was very limited and one thing you don't tend to do when booking travel insurance is look at the scenarios of what might happen before you take the policy out. After contacting the Ombudsman they looked into the policy and effectively stated I was not covered for any missed flights no matter what the reason was. The wording within the policy (section F page 27 for reference) practically stated I wasn't covered for missed flights. A complete disappointment and when you expect to be covered for something totally out your control that affects your holiday and you've no choice but to pay extra flight costs. This company (Virgin), was useless at supporting. Strongly recommend anyone considering Virgin Insurance to look at the details before you purchase....and shop elsewhere.

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11th November 2019

THE MOST APPALLING COMPANY EVER!!!!!

I hope if you are reading this you haven’t actually purchased insurance and are Just looking to buy... Virgin Money travel insurance is the worst company I’ve ever dealt with in my life, I have never written a review but feel compelled to do so! They w...

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I hope if you are reading this you haven’t actually purchased insurance and are Just looking to buy... Virgin Money travel insurance is the worst company I’ve ever dealt with in my life, I have never written a review but feel compelled to do so! They will not pay out insurance under any circumstances, they will find a clause on their 36 page document of something you haven’t done so that they do not have to pay out. I have wasted years giving them money for travel insurance. Their customer service is ridiculous, my claim has taken 6 months and even then they refuse for a life threatening illness. They have caused me so much stress and heartache and feel they are so corrupt. It seems that I am not alone in my treatment so please find a reputable company for travel insurance, Virgin is not worth the paper it’s written on.

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5th November 2019

Good interest rate and friendly branch service.

Opening the regular saver was straightforward with a friendly and knowledgable member of staff. Pass book issued straight away and easy to set up standing order to pay in each month. Being a pass book account helps avoid any urges to take money out...

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Opening the regular saver was straightforward with a friendly and knowledgable member of staff. Pass book issued straight away and easy to set up standing order to pay in each month. Being a pass book account helps avoid any urges to take money out before the end of the term, although if you need to you can call in to a branch and make a withdrawal.

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29th October 2019

Disgusting Service

I had an accident in August of this year in Tenerife which needed Hospital treatment, I have forwarded all required documents, I phoned last week to see how the claim was progressing I was then told the claim had been approved, I phoned again today as...

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I had an accident in August of this year in Tenerife which needed Hospital treatment, I have forwarded all required documents, I phoned last week to see how the claim was progressing I was then told the claim had been approved, I phoned again today as I had not received any correspondence or emails to be told it has not yet been approved as its gone back to the accessor as they require more information, there is nothing else I can send as I've sent all necessary paperwork I had, I will never recommend this Company to anyone their service is appalling, unprofessional and disgusting it's better to find a more professional Company than purchase insurance from Virgin Travel

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29th October 2019

Disgusting Service

Had an accident in Tenerife in August, sent all required documents phoned last week to be told the claims been approved, phoned again today to be told it's gone back to the accessor so has not yet been approved, this Company is an absolute joke, very...

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Had an accident in Tenerife in August, sent all required documents phoned last week to be told the claims been approved, phoned again today to be told it's gone back to the accessor so has not yet been approved, this Company is an absolute joke, very disappointed in their lack of communication and service I would never recommend this Company I would of expected a better service than what I have received completely rip you off, absolutely disgusting service

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25th October 2019

Account under review

The process of choosing/ordering/account opening + App setup was quick and easy I agree. Balance transfer from previous credit card company was a breeze. Made a purchase the 1st week, staying below my credit limit by at least 15%. Just after that,...

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The process of choosing/ordering/account opening + App setup was quick and easy I agree. Balance transfer from previous credit card company was a breeze. Made a purchase the 1st week, staying below my credit limit by at least 15%. Just after that, received an email saying that my purchase didn't go through, payment declined. Card blocked, app blocked, called customer service twice (1h waiting on the phone total) and they told me my account was "under review'', no timeline, can't talk to a human (from the department that's "reviewing" my account), no letter. It's been a week, my order got cancelled by the supplier. Maybe they'll call me in a fortnight if I am lucky ? GREAT CUSTOMER SERVICE. To avoid, customer service is key

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22nd October 2019

THE TRUTH

The Truth about this Bank...

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The Truth about this Bank
As a huge fan of Virgin i opened an account and savings account.

i have been a customer for over 2 years. no problems at all until now.

I got an offer from credit cards to do a money transfer and i did so sending my available money to my current account.

Then i find out they have blocked my account and i have NO ACCESS TO MY MONEY, its been 24 hours and they have not given me any information and how long it will take. apparently they are doing a review.

They also dont tell you how long this will last ,

SO BEWARE, THIS BANK WILL FREEZE YOUR ACCOUNT IF YOU TRANSFER CREDIT CARD MONEY TRANSFERS INTO IT.

POOR CUSTOMER relations from the Branch Upwards.

I have now launched a complaint and will see it through to the Banking Ombudsman once I have waited for the required period of two weeks.

I will also be looking for an alternative bank once my saga is over.

what dont they do :-

1-TCF - treating customers fairly - does not exist
2- Customer - The simply dont care - no matter how much you want to help them do the review.
3- Loyalty- None to you no matter how long you have been a customer

Virgin Brand you have today LOST a customer not only for Banking but also any other service you provide, i will never return to use your services ever again -

YOUR TREATMENT OF CUSTOMERS IS SIMPLY NOT GOOD ENOUGH.

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10th October 2019

Poor customer service (or should it be NO customer service)

So I received my replacement credit card and went to log on to my account to activate it. Couldn't log on and was given a number to ring. Rang number and eventually was told my online account had been deactivated as I hadn't accessed it for a while....

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So I received my replacement credit card and went to log on to my account to activate it. Couldn't log on and was given a number to ring. Rang number and eventually was told my online account had been deactivated as I hadn't accessed it for a while. I was told I would have to re-register for online account. Following this call I coincidentally received yet an other email from Virgin offering 0% money transfers and decided to unsubscribe from emails - but, no unsubscribe link! Instead, the customer has to ring them. So I rang, followed to process and eventually got to speak with someone. Was told I would be asked security questions. Numerous questions later was told I'd failed (despite actually knowing my mother's maiden name, where I was born etc.). I was told I would have to ring back - did so, failed again (how useless am I?) but I insisted on speaking with a supervisor. Was told someone from the fraud team would ring within the next 4 hours - no call. Rang the next morning and 20? minutes later my call was answered but I was told someone would ring me back as I'd been waiting a long time. Bemused by this I quickly explained my situation and that I was waiting for a call from the fraud team. I was assured they would ring me shortly and I provided my mobile number so I wouldn't miss the call.
Guess what? Yip - still no call some 11 hours later. Old and new card have now been cut in two and Virgin and I will go our separate ways.

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3rd October 2019

Do not buy!!! Absolute joke

42 hours to intervene. Tell you it’s £100 excess per claim, but then split the claim into accom, flights, hospital expenses etc, etc. Then it’s £100 per person, per ‘split claim’. Very misleading. My 4 year old had a ruptured appendix. They would not a...

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42 hours to intervene. Tell you it’s £100 excess per claim, but then split the claim into accom, flights, hospital expenses etc, etc. Then it’s £100 per person, per ‘split claim’. Very misleading. My 4 year old had a ruptured appendix. They would not agree to help until his gp had forwarded his medical records even though appendix is not associated with any medical conditions. Insisted this was in English even though the person on the phone at virgin was Spanish and it’s underwritten by a Spanish company MAPFRE. Would only arrange accom in 2 day blocks even though he was in intensive care for another 9 days. Didn’t forward reservation to hotel so had to try sort this out at 22:30 after being in the hospital 14 hours. Every time I phoned only interested if the EHIC card was there even though I said from the start it was taken care of. Saying I could claim for taxis to the hospital from the accom to the hospital, then saying they wouldn’t pay out for travel as I’d used a bus which was far cheaper. Currently waited 6 weeks and still haven’t been paid. No paediatric cover on Ibiza. Son emergency helicopter to Majorca for op but told I had to pay my own flight there. No sleep for 36 hrs at this point then wouldn’t help sort somewhere to sleep. Absolute cowboy outfit. DO NOT purchase their travel insurance

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2nd October 2019

Do not buy Virgin Money Travel Insurance - go somewhere else

Our hire car was broken into on the last day of our holiday in Spain, and unfortunately 3 hold luggage and 4 hand luggage were stolen. An awful situation and a terrible day for my family and I and those who were travelling with us. We pretty much lost...

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Our hire car was broken into on the last day of our holiday in Spain, and unfortunately 3 hold luggage and 4 hand luggage were stolen. An awful situation and a terrible day for my family and I and those who were travelling with us. We pretty much lost everything that day, all of the typical items that you take on holiday with you and more. It took me a month to complete the claim form, populate an itemised list of what was stolen, and to gather receipts, bank statements, proof of travel, proof of my stay in Spain, proof from the airline that we flew out with checked luggage and returned with none, all in an effort to support my claim and to help the person that was / is to handle my claim to process it as quickly as possible. I methodically put everything together in a 4 inch thick A4 binder and then submitted it. Claims are handled on behalf of Virgin by an outfit called Travel Claims Services Ltd - they are terrible, truly shocking. I posted the binder off to them via recorded deliver on 09.09.19, and they acknowledged receipt 3 days later. I didn't chase initially, as I appreciated that it might take a handler a number of days to review everything I had sent (there were over 350 pages of documentation). However, I heard nothing from them until 24.09.19. On that date I received an email from them asking me to provide various documentation, documentation of which I had already sent - it was all in the A4 binder! I responded by email explaining that I had already submitted everything, but I heard nothing by way of reply! I called Travel Claims Services Ltd today (02.10.19) to find out what an earth is going on with my claim - I was informed that my claim hadn't event been looked at yet, some 3 weeks on. Further, I was informed that they were waiting for my claim form! I was furious, because the fully completed, signed claim form, was in a separate wallet inside the A4 binder i had sent them. I explained this to the adviser - they checked and acknowledged that they had received it after all - as I said before, they are absolutely terrible. It was left that someone would review my claim today, following which they would return to me with confirmation as to the next steps. They did get back to me via email earlier on this afternoon - in the email they have asked me to provide a booking invoice confirming details of my flights, confirmation of where i stayed whilst I was on holiday, copies of bank statements confirming purchase in respect of the items being claimed for, and confirmation from the airline that I travelled out with hold luggage and returned with none. I am absolutely furious, because all of this documentation is contained within the A4 binder I sent them 3 weeks ago. It's quite clear that nobody has gone through what I sent them - this company and their employees are completely incompetent. Their is no sense of urgency. Their is no level of appreciation as to the stress levels they create for customers, or any comprehension of the fact that we are currently at a financial disadvantage, as we have since had to spend a lot of money to replace what was stolen. I cannot deal with these incompetent people any longer, or waste my time reading the nonsensical emails they keep sending me asking for documentation that I have already sent, and of which they have acknowledged receipt of. I have submitted a complaint this evening to the Financial Ombudsman Service. I'd recommend anyone who has an outstanding claim that is simply not progressing, to do the same. Why should us consumers have to put up with such a poor service. Virgin Travel Insurance - hang you heads in shame - you are allowing this outfit to deal with and treat your customers in this way. Shocking! Anyone thinking of taking out travel insurance - DON'T DO IT, GO WITH A DIRECT INSURER LIKE AXA or AVIVA etc.

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5th August 2019

Mess up our insurance,

I paid for our insurance online for USA but it kept changing it to Europe and other non- European countries. I realised too late on holiday when we really needed the insurance due to illness. I was told that they would try and change it and we were...

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I paid for our insurance online for USA but it kept changing it to Europe and other non- European countries. I realised too late on holiday when we really needed the insurance due to illness. I was told that they would try and change it and we were rejected by virgin. We have a week left and my husband being in hospital. Now we are left with no insurance and a bill for hospital treatment we are going to have to pay off for a long time.
Considering I paid more, a current customer of virgin money and booked with virgin holidays that they might of sorted this out. Very disappointed will not be buying insurance from them again.

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3rd August 2019

Waste of money

Unfortunately had to claim when member of our party took ill and holiday was abandoned. No compensation was paid out to us. Fights, Disney tickets, car parking and hotel all apparently not covered after the £195 per person excess charge, there was ...

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Unfortunately had to claim when member of our party took ill and holiday was abandoned. No compensation was paid out to us. Fights, Disney tickets, car parking and hotel all apparently not covered after the £195 per person excess charge, there was 2 of us. Total rip off and would not recommend to anyone.

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16th July 2019

Got mugged and lost a lot of my belongings (inlc. passport, phone etc). I ended up getting nothing from Virgin.

Got mugged and lost a lot of my belongings (inlc. passport, phone etc). Virgin travel would find the smallest flaw and will use it against you. Be careful when choosing them as paying for a better service could potentially help you safe thousands. I...

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Got mugged and lost a lot of my belongings (inlc. passport, phone etc). Virgin travel would find the smallest flaw and will use it against you. Be careful when choosing them as paying for a better service could potentially help you safe thousands. I ended up getting nothing from Virgin.