Virgin Money Reviews

  Ratings based on 1,211 reviews       Last review 1 week ago    

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.

Overall Rating

Great

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Virgin Money Review Insight

What are people saying in their reviews?

Price & Interest Rates

54% of feedback is Process related

Customer profile

Top Age Profile: 25-34

Top Channel Preference: App

Access Savings

Worst banking experience I've ever had.

Nothing works. 15 visits to branch this year to complete 2/3 simple tasks. Abysmal.

Reviewed on 18th January 2022
Cameron Leask's avatar
Cameron Leask
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Mortgages

RUBBISH

Once the product is sold there is no such thing as customer service, down with Virgin, keep away!

Reviewed on 10th January 2022
Invisible Anonymous's avatar
Invisible Anonymous
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Mortgages

Do not get a mortgage from virgin money!

I am in the process of getting a mortgage from virgin and i throughly regret choosing this company. Very unprofessional and i have been waiting for 6 weeks for my mortgage to go through with no end in sight. The application was submitted and reviewed... Read more

I am in the process of getting a mortgage from virgin and i throughly regret choosing this company. Very unprofessional and i have been waiting for 6 weeks for my mortgage to go through with no end in sight. The application was submitted and reviewed on the 22nd of November and it is 4th jan. In addition, the application was sat at the desk for 2 weeks and nothing was done, and i was asked for a letter of urgency to try and push this through, which i have done 4 times. I have to ring the company every other day to ask for an update (50 mins waiting time) but no update available. Completely appalling company and please stay away!!

Reviewed on 4th January 2022
Sohail's avatar
Sohail
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Credit Cards

MOST CERTAINLY NOT THE CLYDESDALE BANK ANYMORE, SHOCKING CUSTOMER SERVICE!!!

've been banking with Clydesdale bank (re-branded as Virgin Money) for 37 years. Ive always used their loan facilities for purchasing new cars as their rate was always better. Recently though, I applied for a new loan, slightly more than previous as... Read more

've been banking with Clydesdale bank (re-branded as Virgin Money) for 37 years. Ive always used their loan facilities for purchasing new cars as their rate was always better. Recently though, I applied for a new loan, slightly more than previous as new car was a little on expensive side, and seeing as how I'm now mortgage free, I thought I'd treat myself!!! All applications are done online now, there's none of the old interactions with a member of staff, just a key board to say "yay or nae". I have to add that I've a near to perfect credit rating, never overdrawn, no missed payments for anything in my adult life, something that I'm proud off!!! Anyhow, not getting instant answer from website, I'm advised that it will 2 working days to reach decision. True to word, I get phone call after 2 days from VM. A young gentleman, not long out of school by sounds of it, tells me that it has flagged up as I've also got a PCP contract on going with a motorcycle company (same case for over 15 years as I change bikes reg)
I state that all this is well within my affordability as my income to VM clearly shows. After some non relevant questions, he states that he can either decline on the spot or refer to a manager!!!! At this point, I'm made to feel like I've went to bank with a begging bowl( possible slight paranoia on my part)? After some more non relevant lecturing about unsecured borrowing, I've snapped and told him what I think of VM and where he can refer the application too, and it certainly wasn't in the direction of a manager. Now I'm half Scottish / half Italian, and we are not the most patient of people at best of times!!!! , and it wasn't so much in what he said, more in the way of how he said it!!!!!
Once off phone and calmed down, I proceeded to calling of VM's competitors, actually got to speak to a representative, 10 min call with immediate acceptance!!!! WTAF Virgin Money!!!???!!! U have now lost my business, and a loyal customer of over 36 years, shame on u!!!

Reviewed on 15th December 2021
Scott Lang's avatar
Scott Lang
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Credit Cards

Trying to resolve an issue...

I have been trying to resolve an issue with Virgin Money since the 25th November, and due to misinformation has now landed me in quite an awful situation, subsequently I'm now being penalised for their mistakes, which if the correct information was... Read more

I have been trying to resolve an issue with Virgin Money since the 25th November, and due to misinformation has now landed me in quite an awful situation, subsequently I'm now being penalised for their mistakes, which if the correct information was provided in the first instance the issue would have been resolved. First line customer services are inexperienced, have a lack of knowledge of most things it seems, poor phone etiquette and a general sense that they just don't care. I have spent so much time on hold from my initial calls, through to being COLD transferred on numerous occasions to the incorrect department, requiring me to reiterate the reason for my call. The mistake they caused will apparently take up to 8 weeks through their complaints team to resolve... which then puts me in a very precarious financial situation due to the circumstances I've been placed in, which being a mistake on their part, this should be looked at as a priority! Severely disappointed with the service offered from all accounts, and certainly will not be using their services again once this issue is finally resolved IF it get's resolved, because from my experience so far, I am not confident. I'd would urge anyone to seriously rethink their options before considering Virgin Money, any mistakes they make, you will almost certainly be penalised for!

Reviewed on 13th December 2021
Steven Glanville's avatar
Steven Glanville
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Access Savings

bad telephone service

at the moment i'm 55 minutes on hold and stilling waiting to speak to someone.

Reviewed on 4th December 2021
Richard Heighton's avatar
Richard Heighton
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Access Savings

Don't Bother!!!

Absolutely appalling app. Blocked my account access for no reason. I had NO access to my money AT ALL & the only way to get access to your money is through this phone app. Not through your computer. There is No other way. Tad behind the times!! Also... Read more

Absolutely appalling app. Blocked my account access for no reason. I had NO access to my money AT ALL & the only way to get access to your money is through this phone app. Not through your computer. There is No other way. Tad behind the times!! Also limited times to call them to Unblock your account.. that they decided to do behind your back. Also when they do Maintenance whenever, they Block your access as well. Same thing with Outages, which has happened to me twice now. Unreal! Once you do get through to them you have to answer at least 5x security questions. Even though when you sign up you have a set ID no: & questions assigned, although they never seemed to get asked! Ever. Except random annoying others & what was your last transaction. Hello how can I answer that when I can not get into my bank account to see it. Instead they want to know everything else & down to your undie size, before they will even bother to help you. When you have been locked out by them & their useless app! It is your money not theirs. Can’t be trusted. This would have to be the most unreliable & frustrating bank I have Ever had the displeasure of banking with. So many problems & in just under 4 weeks since opening & using the Virgin Money app. Save your Sanity, time & money & go Elsewhere! To a reliable bank & with better access & phone service!!! So not worth it or the stress.

Reviewed on 17th November 2021
Reeves's avatar
Reeves
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Credit Cards

The new Virgin Money Website is pretty much designed for one man business . Don't use them if your a professional user you will be disappointed.

If like myself you do not wish your employee data being used by your bank you will unfortunately find Virgin money expect the mobile phone number of your employee . If you wish them to use a token fob , the bank will fully expect their home detail to... Read more

If like myself you do not wish your employee data being used by your bank you will unfortunately find Virgin money expect the mobile phone number of your employee . If you wish them to use a token fob , the bank will fully expect their home detail to send the keyfob to .
If for instance your child intercepts the post and plays with the token, your phone or even your pc who do you expect the bank to blame .
Hardly professional giving out employee data and very much frowned upon by the Information Comissioners Office , yet Virgin gets away with it .

They had a fabulous system before that suited medium and large sized business but did cost them as it was developed by a very professional team. Did it cost them or each and every one of us who paid Banking Charges for the privilege of a safe, secure fantastic product .
So why does one ask why on earth employ people with no banking knowledge or accounting knowledge develop a system / website ?
My gut feeling ,a bank thats motivated by profit and only profit !

Reviewed on 16th November 2021
Phil's avatar
Phil
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Credit Cards

Refused a replacement card

I had a Virgin Credit Card for 3 years I tried changing my address on their app only to be told to "call us". I called Virgin to explain that I had changed address only to be told my account had expired (not card). It turned out that they were... Read more

I had a Virgin Credit Card for 3 years I tried changing my address on their app only to be told to "call us". I called Virgin to explain that I had changed address only to be told my account had expired (not card). It turned out that they were refusing me a replacement card after a credit report. In the 3 years I held the card my repayments were always on time and never missed one, in fact it must have been the only credit card in the UK that was £25.00 in credit (I wonder if I'd have been treated the same if I had a balance of over £1000) I think not. So being very angry about the way I have been treated I told them to close my account and refund me my £25 I am also in the process of closing my Virgin Money bank account, cancelling my Virgin Mobile contract and my Virgin Media account. If this is the way you are treated for being a loyal customer Virgin then you don't deserve anyone's business.

Reviewed on 5th November 2021
Trevor Parsons's avatar
Trevor Parsons
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Credit Cards

Terrible service

I had my card stolen and I called them to report this because it is not something you can do directly through their app (which also is not user friendly). After going through the 10!!! security questions they informed me I had failed security, and I... Read more

I had my card stolen and I called them to report this because it is not something you can do directly through their app (which also is not user friendly). After going through the 10!!! security questions they informed me I had failed security, and I needed to call back. Which I did and waited on hold for 50 minutes for them to tell me I have failed security again and that I can no longer try to access my account. What I will need to do is send them a copy of a passport or drivers license and a proof of address through the MAIL (apparently we live in the 70s still) and then they would call me when they eventually received it. I still havent heard from them, my account is frozen and cant get a replacement card, and the fraud that is on the card still not dealt with. I cannot wait for this to be resolved so I can cancel my account and take my business elsewhere. DO NOT sign up.

Reviewed on 4th November 2021
Connor's avatar
Connor
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Essential Current Account

INTERNET ACCOUNT THAT CANNOT BE OPERATED ON INTERNET

My M Plus account has been blocked for the last three days. Have rung them five times no help by rude, unprofessional uneducated staff who does not have a clue about what they are talking about and have been lied to,... Read more

My M Plus account has been blocked for the last three days. Have rung them five times no help by rude, unprofessional uneducated staff who does not have a clue about what they are talking about and have been lied to, at times during the conversation have held the phone for over 40 minutes, can't get any money out to buy food
wish to close the account but not able to as the account has been blocked
You ring and speak to staff who cannot do anything as the account has been blocked.
wish I had never heard of Virgin Money Please Please stay well away from this bank as it is really not a bank - opened an internet bank account - cannot operate the account via internet
Had enough - will have to go to a branch to close the accounts hoping that there are no further problems created by Virgin
my request to all is to close their accounts by transferring to other high street banks

Reviewed on 27th October 2021
ASHOK  GOHIL's avatar
ASHOK GOHIL
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Essential Current Account

Bunch of bankers

Don't offer Internet banking which is essential during a global pandemic. Can only view!! What good is that. Staff rude lacking good manners and courtesy I will be leaving

Reviewed on 24th October 2021
Shazzielew's avatar
Shazzielew
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Travel Insurance

Bunch of bankers

Absolute rubbish service. staff rude very off-hand . Do not offer Internet banking as I have the wrong type of current account. Do they not understand there is a global pandemic. People need to be able to pay bills and access their account not just... Read more

Absolute rubbish service. staff rude very off-hand . Do not offer Internet banking as I have the wrong type of current account. Do they not understand there is a global pandemic. People need to be able to pay bills and access their account not just view it!!
Absolute bunch of BANKERS!

Reviewed on 24th October 2021
Shazzielew's avatar
Shazzielew
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Travel Insurance

Ridiculous way of logging in

To log in to find out your policy number, you have to already know your policy number. Completely inane and useless way of operating. Nobody would ever dream of ever viewing their travel insurance until they needed something from it and yet the only... Read more

To log in to find out your policy number, you have to already know your policy number. Completely inane and useless way of operating. Nobody would ever dream of ever viewing their travel insurance until they needed something from it and yet the only thing anyone would ever need to know from it is necessary to have before accessing it. Any sort of sensible procedure at all would allow people to log in with their email or something, outwith the very information people only ever attempt to access it for.

Reviewed on 19th October 2021
JJ Logan's avatar
JJ Logan
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Mortgages

Delay after delay after delay

Daughters first mortgage, she made this clear from start. Tried to support her myself as much as possible while watching her experience the real world & learn from it. Virgin Money in my opinion (she wont disagree) were diabolical with their general... Read more

Daughters first mortgage, she made this clear from start. Tried to support her myself as much as possible while watching her experience the real world & learn from it. Virgin Money in my opinion (she wont disagree) were diabolical with their general handling throughout process. I appreciate pandemic etc but over 2 months to handle straight forward transactions etc is utterly abysmal. Communication wasn't much better than general performance. Appointment clearly advised as 17th when phoned to see why had not been phoned ended up going ahead a week later. When finally think we're getting there, they advise Home Report is out of date?! Home report was advised to them start of process, takes weeks with no update for them to advise 6 weeks into process sorry valuation is over 3 months old needs redone...gets redone astonishingly quickly & emailed through....not acknowledged & having to chase, TWO WEEKS later still awaiting final decision....diabolical.

Reviewed on 19th October 2021
John Lightbody's avatar
John Lightbody
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Credit Cards

CHANGE ADDRESS!!!!!!!!

I have tried to change my address by phone was left on hold for nearly 2 damn hours waiting !!!!!!

Reviewed on 18th October 2021
Debbi Moran's avatar
Debbi Moran
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Credit Cards

Totally poor service

Don't try to contact verbally it is just about impossible, have been on hold over an hour finished going into bank 15 miles away, unfortunately not much better advised I call call centre... Read more

Don't try to contact verbally it is just about impossible, have been on hold over an hour finished going into bank 15 miles away, unfortunately not much better advised I call call centre !!
Have decided to swap banks as it is unacceptable after 4 days I am in same position

Reviewed on 1st October 2021
Para Cord's avatar
Para Cord
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Credit Cards

Top company

Credit card transaction so good

Reviewed on 1st October 2021
Paul D 's avatar
Paul D
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Credit Cards

CRAP !!!

I have never dealt with a company this bad in my life and I'm 62 years old. Trying make an extra payment on my credit card on top of my direct debit. OMG. The app works until you try to verify on you're bank account ,then when you click back onto... Read more

I have never dealt with a company this bad in my life and I'm 62 years old. Trying make an extra payment on my credit card on top of my direct debit. OMG. The app works until you try to verify on you're bank account ,then when you click back onto the virgin app the bloody page has disappeared, even got my 14 Yr old granddaughter to try it for me but no , can't get it paid. SO tried to phone them, eventually getting through to make a payment and listened to their 70s music for ONE WHOLE HOUR (did all my housework meantime,,) and just had to give u, I couldn't listen to it any longer, sa.e songs over and over. WELL, did not get an answer in 59 minute's and 15 seconds. ZSo how the f**k am I meant to pay this in. WORST APP EVER

Reviewed on 25th September 2021
gdingwall324@gmail.com 's avatar
gdingwall324@gmail.com
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Credit Cards

Unable to Withdraw my Savings Money

This has got to be the worst bank out there. Had problems with the app so Virgin Money told me just to use internet banking and delete the app., which I complied... Read more

This has got to be the worst bank out there. Had problems with the app so Virgin Money told me just to use internet banking and delete the app., which I complied with.

Now a few months down the line I am unable to amend any standing orders (without the app.) and I am also unable to transfer funds out of my current acc. into another of my accounts with Nationwide (again, without the app.).

Virgin Money is a complete joke outfit pretending to be a bank and the customer service is the worst I have come across within the banking industry. If it wasn't so serious it would be laughable.

Do not trust your savings with this 'bank' and invest your money anywhere but with Virgin Money. Closing my Virgin Money accounts ASAP...

Reviewed on 25th September 2021
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Eureka1963
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